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Description

Good Sam Enterprises (GSE) and its wholly owned subsidiaries, serve the safety, security, comfort, and convenience needs of the North American outdoor and recreational vehicle market. The goal is simple: GSE makes RV ownership and the RV lifestyle more enjoyable. With various companies, brands, products and services, GSE targets almost every aspect of this diverse and dynamic niche market.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Good Sam Enterprises, LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Good Sam Enterprises, LLC include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 52 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

52 complaints closed with BBB in last 3 years | 22 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 5
Billing/Collection Issues 4
Delivery Issues 1
Guarantee/Warranty Issues 10
Problems with Product/Service 32
Total Closed Complaints 52

Customer Reviews Summary Read customer reviews

7 Customer Reviews on Good Sam Enterprises, LLC
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 7
Total Customer Reviews 7

Additional Information

BBB file opened: May 30, 1998 Business started: 01/02/1966 in CA Business started locally: 01/11/1979 Business incorporated 11/03/1986 in DE
Type of Entity

Corporation

Business Management
Ms. Jyl Shute, Director, Client Service Mr. Steve Adams, Owner Ms. Robyn Barnes, Client Relations Jonathen Lannen, Director of Customer Service
Contact Information
Customer Contact: Jonathen Lannen, Director of Customer Service
Principal: Ms. Jyl Shute, Director, Client Service
Business Category

ROAD SERVICE - AUTOMOTIVE RETAIL STORES CAMPERS - DEALERS CLUBS MAIL ORDER & CATALOG SHOPPING CAMPERS - SERVICE & REPAIR

Alternate Business Names
Affinity Group, Inc. Coast to Coast Resorts The Good Sam Club

Customer Review Rating plus BBB Rating Summary

Good Sam Enterprises, LLC has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    250 Parkway Drive, Suite 270

    Lincolnshire, IL 60069

  • 2575 Vista Del Mar Drive

    Ventura, CA 93001

  • THIS LOCATION IS NOT BBB ACCREDITED

    64 Inverness Dr E

    Englewood, CO 80112

  • THIS LOCATION IS NOT BBB ACCREDITED

    P O BOX 421096

    Palm Coast, FL 32142

  • THIS LOCATION IS NOT BBB ACCREDITED

    64 Inverness Dr., E.

    Englewood, CO 80112

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/19/2016 Problems with Product/Service
7/8/2016 Problems with Product/Service
6/22/2016 Problems with Product/Service
6/21/2016 Problems with Product/Service
6/21/2016 Guarantee/Warranty Issues
5/31/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have had Good Sam ESP policy for about 1 year. On 5/11 I had a bearing fail on my SunnyBrook Travel Trailer. The resulting damage included deep scoring of my axle. The service center I was towed to said that all of the brake components and the axle would have to be replaced. Luckily, so I thought, I had Good Sam insurance. After calling Good Sam, I was told I would need service records to indicate that I had maintained the hubs and a receipt for the grease I bought to do that. I had them and emailed them to them. The rep[air shop took apart the other 3 hubs and could see that they were sufficiently packed with grease. The hub that failed had to be due to a faulty hub. The service center and I spent much time on the phone with Good Sam trying to plead my case, but I was ultimately denied. I believe that Good Sam did not live up to the contract I had agreed to with there insurance policy.

Desired Settlement: I would like to be compensated a fair amount for the repairs from Good Sam ESP as originally requested by the repair shop.

Business Response:

Our claims department is held to the terms and conditions on the policy;  since the member was not able to provide enough documentation to exhibit that the proper lubrication was completed the claim was denied. However, as a gesture of goodwill we are processing the claim. We are issuing a refund to the member via check.

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11462886, and find that this resolution is satisfactory to me. I accept their offer to go ahead and process the claim for the full amount and issue me a check for such amount.

Regards,

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




















5/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Attachment for Request for Claim Reimbursement We left Atascadero, California at 9:30am heading to Lone Pine on Highway 395 via Highway 58, traveling in a 32 ft 2006 South wind motor home V-10, gas engine, towing a jeep. We were on the Tehachapi Grade approximately 10 miles east of Bakersfield, CA. The heater hose burst at around 20 minutes before 2:00pm. We were about 100ft west of call box #58-742 and the bridge under-crossing sign #50-230. 1:42pm we made two calls to Good Sam. The call was answered but they kept responding “I can’t hear you” BOTH TIMES. This should have given them a hint to call us back or text us. No response. Called from call box 1:50pm to CHP operator. Call box operator stated that she had dispatched a CHP officer and she was on the line with Good Sam to dispatch a tow truck. CHP officer showed up in about 15 minutes. He needed to know motorhome length. He did not have cell service but via CHP radio reached the dispatcher who was on hold with Good Sam to give the size of the motor home. Our cell service was very minimal. Two of our daughters scaled a bank 20-25 ft for better cell service. It was weak but they could make a call and receive a call. Marcus, you will like this - your Good Sam tow service went downhill from this point. Daughter Jane made a cell phone call to Good Sam while holding my card for the phone number and my membership number. She was told because it was a Sunday they would only tow us to a wide spot on highway 58 and then return on Monday morning to tow us to a service facility. Jane responded ‘that certainly was poor service for a 30 year member’ –as my card shows - the man she was speaking to at Good Sam yelled to her “he is only a 12 year member”. Why argue over years of membership when your “Member Benefit Brochure” (on page 6) states “Your Good Sam Roadside Assistance benefits become active 24 hours after approval of payment”. He also kept repeating “if this is an emergency call 911”. He stated this 3 times! During one of the conversations Jane asked to speak with a supervisor. The Good Sam supervisor stated Orange Grove Towing would take us to Orange Grove RV Park for the night. They would return Monday morning to take us to a repair facility. (Please note: On our return trip we stopped at Orange Grove RV Park to inquire if arrangements had been made for us the night of Sunday, March 6, 2016. No arrangements had been made. We were then told there is no Orange Grove Towing.) We called my son-in-law in Santa Barbara to see if he could get through to Good Sam. He could only get to the automated menu and no further. Also my granddaughter in Sacramento got the same result. Marcus, when you are stranded you need to have a voice help out, not a mechanical menu! At 5:30pm daughter Joyce made three (3) more calls to 911. We reached the same dispatcher from our 2:00pm call. She was quite concerned that Good Sam still had not responded to us. Good Sam had stated during one of many calls they could not find us because the CHP had given them an incorrect location. The dispatcher disputed this statement because she was the one who dispatched them; she knew our exact location and gave our location to Good Sam. I have lost my 30 year confidence in Good Sam Road Service. Also, I have lost any confidence in my extended warranty which I will be canceling. | also belong to a group of 60 motorhomers who will know of our harrowing afternoon and evening being abandoned on highway 58 with trucks passing us with 4” to 6” clearance from 1:40pm to 7:30 in the dark. We spent the first night of our trip at Jim Burk Ford in Bakersfield arriving at 9:30pm. We lost one day, and night in Lone Pine where we had reservations. Also, due to my two daughters spending hours in the cold and dark, trying to make contact with Good Sam caught severe colds. We had to give up our last night in Bishop, CA because of illness. We needed to see a doctor and acquire medications. What value is my membership? How can my RV friends feel that they have a value and service with their membership?

Desired Settlement: Total expenses for Good Sam abandoning us on Hwy 58: *BAKERSFIELD CLUB TOWING: $1,035.00 (*they are a Good Sam contract tow service but called by CHP-NOT GOOD SAM- to get us off the grade) TWO NIGHTS - LOST CAMPING EXPENSES: $77.40 (First night $38.70 second night $38.70) EMERGENCY DOCTOR VISIT (DAUGHTER JOYCE) $150.00 JOYCE PRESCRIPTIONS $160.31 BOB DOCTOR VISIT - PAID BY MEDICARE BOB PRESCRIPTION S16.24 Total requested: $1,438.95

Business Response: Our records indicate that this complaint and reimbursement request have been resolved as of 4/27/16.   Our representative spoke to the member, apologized and advised of the reimbursement amount that will be provided to the member.    We've also provided the timeframe for receipt of the check.

Consumer Response:



Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11403259, and find that this resolution is satisfactory to me.

The complaint with Good Sam has been satisfactorily resolved, after communications with Mr. Frank Stofa, Good Sam member Services.

Regards,

R***** ******** *** 




















4/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I subscribed to a "Platinum Membership" for RV and auto roadside assistance. On 4/5/16 I was broken down 6 miles from my home on the side of a busy street. When I called for service I advised that my contract was cancelled effective 1/16/16 and that they notified me with a letter. It should be noted that I get baraged by Good Sam junk mail including 2 in the last week. This was not renewal time and I did not see this letter at the time. I was told that Good Sam would not respond and that the reason was that "I was costing them too much money". The call taker/dispatcher told me that she was a supervisor and she rudely told me that it wouldn't do any good to speak to someone higher. They are concerned about cost but they have supervisors taking roadside assistance calls? As far as the cancellation I was told that this was because I made 3 calls in a 1 year period and that I was "above the national average cost". They quoted the "cancel for any reason" language and said that this practice was to benefit their customers and to keep costs down. At no time prior to this decision did they make any indication that there was a limit or a risk of being cancelled. Also, 3 requests for service may be above the national average but is by no means an excessive use of this service. The consumer/their customers are not given any indication that their service will only stay in effect if they do not use it. This business practice of dropping coverage is completely unacceptable and they are comfortable with their position regarding this practice. Also, their response on 12/31/15 was completely mis-handled. It actually occurred on 12/28 and took 4 days for my car to get towed to my location. I was told, among other things, "I was on my own" because they could not find someone to tow my car. This has also happened other times over the years. I chose not to pursue this as a complaint at that time, but at this point Good Sam needs to also account for their handling of their response.

Desired Settlement: Since I've been forced to purchase coverage elsewhere, reinstatement is no longer an acceptable resolution. I am looking for them to address their failure to disclose their weeding out process. They need to respond to their practice of leaving customers "on their own" when they can't find a towing company to respond. I am looking for reimbursement for my out of pocket costs on 12/29/15 and on 4/4/16.

Business Response: We have called this member to discuss their concerns.   The member states that he never received the Cancellation letter. The member was cancelled 1/18/16 and the letter went out 1/6/16. We verified that the address was correct on the account and that there had not been any changes to that address recently.   We also emailed the member a copy of the letter. The member provided the amount they paid for towing and explained that they paid cash w/ no receipt. As a one-time exception the member we offered to refund the member for the cost of this service. The member said that at this time that he would not accept our offer. The member also stated that the service that he had around December 30 was horrible and that he wanted to make a formal complaint about the service taking 5 days to be provided. We are investigating this issue with our dispatch team.

Consumer Response:

Complaint: 11311512

I am rejecting this response because:
They have not addressed their unwillingness to advise their policy holders of the risk of being dropped by making a small number of $100 claims.  They have not responded to their poor performance in December.  I did not mention it in my initial complaint but each experience resulted in me needing to speak to a supervisor to receive adequate treatment.  Recently I received a renewal letter for the very same policy.  This to me is inconsistent business practice and is harassment on their part. 
Regards,

T***** ******





























Business Response:

As it states on page 18 of the Good Sam Platinum + Roadside Assistance Member Benefit Brochure - “Membership is subject to cancellation by either party at any time for any reason, upon written communication.”  The member has received this Member Benefit Brochure via mail fulfillment upon enrollment and with each annual renewal.

 

Our offer to reimburse the member in the amount of $70.00 still stands.  We will proceed with processing this reimbursement at this time.  The member should receive this reimbursement within 3 weeks at his home address.

Consumer Response:

Complaint: 11311512

I am rejecting this response because:
Although they can quote their legal fine print verbatim, it doesn't change my contention that there is a shoe waiting to drop and they only point it out when it's too late.  The claims were not excessive.  A simple heads up prior to the third claim would have alleviated an undesirable situation.  It remains a bad business practice in the eyes of the customer and I will continue to characterize them accordingly in my circle of influence.  I will put the $70.00 towards my replacement policy with AAA who welcomed my business.
Regards,

T***** ******   





























4/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I joined Good Sam Roadside Assistance with the hope that we would have support if and when we needed it as we traveled in our RV. We never had the need to use it until a trip early in March, 2016. We were very disappointed from the get-go. Many prompts and transfers to get to someone who could help with the blowout we were dealing with along an interstate highway! The rep was very inattentive, difficult to understand and did not give us a feeling of confidence - FOR GOOD REASON! He did not listen when our cell number was repeated for him twice - after we waited for quite some time, we called back only to find that he had left! His supervisor argued with me and stated that we must have a weak signal because he did try to call us back. After I suggested that we confirm the number - it was determined that he was not calling our cell - rather he was calling our home phone and leaving messages that no one could be dispatched to us until we gave him our credit card for billing. After that was straightened out, they did dispatch but seriously overcharged us - so much that we did a self-dispatch for the next flat just a few miles down the road....got two new tires plus all labor, and a 15 minute response for about the same amount as they billed for one tire after we waited about 90 minutes.

Desired Settlement: We have made several unsuccessful attempts to contact an executive (or anyone in a position to initiate some corrective action) and the requests have been ignored. The requests are in writing and verbal as well. We have even contacted the Good Sam Action Line - they state that they will handle any RV related issue; however, they do not handle internal issues. I would like to have this low level of service explained - is this what we are to expect? If so, an adjustment is in order

Business Response: We contacted this member on 3/30/16 regarding their concerns and they were given a 3 month extension to the membership as an apology for any inconvenience caused by this situation. 

Consumer Response:

I am rejecting this response because: I have requested an escalation to executive level for a callback to myself or my wife, C****, which has been consistently ignored.  In addition, this response is not accurate. 

Regards,

L**** *****





























4/21/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Toward the end of last year I signed up with Good Sam Extended Warranty for my 2014 Volkswagon Jetta se. When the salesman called me to sign up I asked him 3 major questions. 1. If I add performance parts or modify my vehicle would coverage be denied? He said no, but they only cover stock parts and I would have to pay for the aftermarket parts out of pocket. No biggie. 2. I asked if there was a yearly mileage cap, he said no. 3. I said Im a driver for uber and lyft is that ok? He said yes, as long as the car isn't a rental, commercial etc. Well I had used them to do some repairs a few months later and everything went smooth, but this last time 4/11/16 I was denied coverage on parts and repairs that are covered. I was having issues with my car Sunday night 4/10/16 so I dropped it off at the VW shop down the street from my house. They called the next day and said I had a dead cylinder that had burned piston rings which is covered in my warranty. Well me being an uber and lyft driver came up and has soon as they found that out they started to cancel my policy and foot me with the bill. I called Good Sam and talked to a girl name stephanie, I told her what had happened and that I informed the salesman at the time that I was a driver for uber and lyft and that he said that was ok. She took my number down and was going to call me back after checking the phone records on that day. Sure enough awhile later she called me back and confirmed that I had asked the right questions and there salesman made a mistake. So they were going to refund me the money I paid for monthly installments on my policy but I would be stuck with the repair bill. This mistake wasn't my fault, I was upfront and honest during the signing up process and now Im screwed as far as work and getting my car fixed all because there company / salesman lied or wasn't trained enough on the qualifications for there warranty. So far Im looking at a $4500 and up bill and cant work without a car.

Desired Settlement: The least they could do is just pay the repairs for my car. I take very good care of my car and the inside of that engine is so clean you could eat off it, the mechanics at the shop were quite suprised at how clean it was since there initial thought was it was a carbon build up issue that was causing one cylinder to lose compression. They can keep the monthly installments I paid but just fix my car since I held up my end of the contract and they broke there's due to management problems.

Business Response:

In light of this complaint, we reviewed the member's phone conversation with our agent. Our agent did inform the member that we do not cover vehicles used for commercial use. At no point in the conversation was Uber or any other car share service ever mentioned. Since we cannot provide policies for vehicles used for commercial use, per the terms and conditions, we cancelled the policy and issued a full refund of premiums paid not taking into account the previous claim paid out.

 

 

Consumer Response:

Complaint: 11392413

I am rejecting this response because: I did disclose that I was a driver for Uber and Lyft when the salesman called. When I talked to S******* at Good Sam on 4-12-16 she had confirmed that "I did state I was a driver for Uber and Lyft and there salesman made the mistake." Now there changing there story, So If it is my fault then why are they refunding me any money at all? Makes no sense, obviously they are at fault. I am going to continue to pursue this matter in small claims court.

Regards,

M****** ******





























Business Response:

At no point in the initial phone call with our sales agent was it ever disclosed that the vehicle was used for any car share service, if it was disclosed we would have not enrolled the policy. The first mention of this was on April 11th, at that time we cancelled the policy and issued a refund because we cannot provide coverage. If needed, we can provide a copy of the phone conversation with our sales agent.

Consumer Response: The Customer service agent I spoke to stefani confirmed I did in fact disclose that information. And If I didn't why would I be getting a refund of my policy if the mistake was mine? Like I said it makes no sense. When I talked to stefani she said I would be getting a little over a $300 dollar refund which was in fact under that amount. They even took $20 out of my account then paid me back with $20 of my own money. It sure wasn't a monthly policy fee because 1. It was supposed to be canceled, and 2. The monthly payment was about $77. I've never had a $20 amount taken out for any reason. So I would sure like to know what that was about. As far as a copy of the tape, yes I would like one. It's obviously been edited. Any judge or forensic lab can tell you how easily this can be done. I've already had issues with a crooked car wash editing surveillance footage so sure lets add the tape as well.



















4/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am a remember of Good Sam acct#8 0 44256238. On March 25th I called and requested a tech due to a gas leak in trailer, it was full of gas and a tow vehicle. I was told that they would not send a tech or tow vehicle, but to light my hot water heater to let the gas out of my lines. If I had did what they said. I'd be dead! I called to cancel my account. They refused and said to call dealership that I bought the plan through. I called dealership and Good Sam roadside is refusing to let dealership cancel my account also! I have been trying to get my money back and account closed for 2 weeks now.

Desired Settlement: I want a full refund and my account closed!

Business Response: We are issuing this member a full refund for their Roadside Assistance.   They should receive their check within 3 weeks at their home address.  We have also left this member a voicemail letting them know the amount of the check, confirming the address and letting them know when they should receive the check.

4/12/2016 Problems with Product/Service
4/5/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Good Sam Extended Service Plan coverage warranty not honored as sold.

Desired Settlement: Good Sam to pay extended service warranty claim in the amount of $8,570.85.

Business Response:

We show that the status of the claim is currently pending.  As of February 2016, we sent an inspector out, per the terms of the contract, to verify the failures and cause of failures. When the inspector arrived at the repair facility the repairs to the power inverters, heat pump, rear air conditioning unit, transfer switch, awning pc board, and floor sensor had all been completed and no failures could be shown. The only failure that was shown was on the dishwasher motor, which the cost to repair was under the amount of the deductible. If the repair facility is able to show the failures to third party inspector we can proceed with the processing of this claim.

Consumer Response:

Complaint: 11248314

I am rejecting this response because:


We have been a loyal Good Sam Extended Plan customer since we purchased our Country Coach Magna in 2007. We have spent over the past 9 years approximately $27,000.00 in Good Sam Extended care premiums without a single claim until this last year. 

When we called the Good Sam Extended Service Plan customer service for the first time prior to our service we asked what the Good Sam Extended Service Plan procedures were for moving forward, the agent on the phone was very nice and advised us to make the repairs needed to our 2007 Country Coach Magna and contact Good Sam Extended Plan customer service when repairs were completed to our satisfaction. At no time did Good Sam Extended Plan customer service advise the repair facility or us that a 3 party inspector needed to be scheduled for an appointment to verify failed parts prior to installation of the new parts.

After all the work was completed by the service facility we called the Good Sam Extended Plan customer service and they asked for us to send the receipts to them for reimbursement. After weeks of no response from Good Sam we called again to be advised a 3rd party inspector needed to be scheduled to see the Country Coach. Two weeks after that a Good Sam 3rd party inspector came to the repair facility, the Good Sam Extended Plan 3rd party inspector was given all the replacement part receipts, invoices and was given a visual inspection by the repair facility technician of all the parts replaced, to verify new condition. The Good Sam inspector was given the two inverters failed bench test results invoices from Mark Snyder Electric including the Xantrex serial numbers that also matched the serial numbers from the original 2007 Country Coach Magna build sheet for verification.

After the inspection a Good Sam Extended Plan claims appraiser denied the claim. He also shared if the claim is over $1000.00 that the old failed parts must be reinstalled to prove failure in order for the claim to be approved.

We were advised by our service facility it would take another month to do the service requested by Good Sam Extended Plan claim appraiser and we would be responsible for the additional labor to uninstall the new parts, reinstall and uninstall the old failed parts and reinstall the new parts. 

Please reconsider your plan to dismiss our claim.

Note; If our claim is still pending as in your response to the BBB, why would I receive a Good Sam Extended Plan customer service survey form in regards to our filed claim in the mail today?

Regards,

**** ******





























Business Response:

We are sorry that the member feels their claim was not handled properly.  We do inform all of our members through all our various communications that all claims MUST be pre-authorized and we reserve right to inspect all repairs. This information is also included on the terms and conditions which was sent to the member at the time of enrollment and each renewal year,  below is the exact excerpt from the member's terms and conditions:

 

Follow These Claim Procedures:

1. Call Us to assist in locating a qualified repair facility in your area and for instructions prior to proceeding with repairs. (We reserve the right to inspect all

repairs to determine coverage).

2. Present the Evidence of Insurance, Terms and Conditions, and required Maintenance Records to the Repairing Dealer.

3. Prior to proceeding with repairs, ensure the Repairing Dealer calls Us with an estimate of repairs and receives an authorization number from Us.

 

We would be happy to review the member's claim further through our formal claims review process.

Consumer Response:

Complaint: 11248314

I am rejecting this response because:


As discussed in the previous rejection response to the Good Sam Extended Service Plan, we followed all claim procedures given to us via phone call with the Good Sam Extended Service Plan customer service agent.

As noted in the Good Sam response to the claim procedures;
1) The Good Sam Authorized repair facility called Good Sam Extended Service Plan customer service for instructions for repair. Good Sam Extended Plan customer service approved repair facility and to proceed with repairs.
2) We provided Good Sam repairing dealer with evidence of insurance, terms and conditions and required maintenance records.
3) Good Sam repair facility called Good Sam Extended Service Plan customer service with estimate of repairs and was approved. I also contacted Good Sam Extended Service Plan customer service prior to repairs and was told repairs were approved and to call Good Sam Extended Service plan customer service back when service was completed to our satisfaction.

Both the the repair facility and I have followed all procedures as advised by Good Sam Extended Service Plan customer service via phone. 

As suggested by Good Sam in the the last response to the BBB, we look forward to the Good Sam Extended Service Plan formal claims review response to our BBB complaint.

Regards,

**** ******





























3/17/2016 Problems with Product/Service
3/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have been a customer of Good Sam aka Sam RV Road Services (Infinity Road & Travel) for 12 years for their Roadside Assistance program. We called to have our broken-down van towed yesterday at 2:25 p.m. We were told that a tow truck would be there in 2 hours. A tow truck never showed up. After numerous phone calls and excuses from the company, a tow truck finally showed up at 9:00 p.m. It took 6 1/2 hours for a tow truck to arrive. We were in the County of Los Angeles, City of Torrance (population of 150,000 people), not in a remote place. We pay $140/year for this service for 12 years and this was the response we got from them. I called to talk to supervisors, and was denied. They offered to take a complaint and have someone call back in a week. Unacceptable. We have been paying for this service under a contract and they could not provide the service we have paid for. Their dispatchers were completely rude and unhelpful and only offered us the option to cancel the order for the tow truck. To have to wait on the side of the road, parked illegally, for 6 1/2 hours is absolutely unacceptable.

Desired Settlement: We have paid $140 every year for 12 years for the Roadside Assistance. In those 12 years, this is only the second time we had to call them. The first time was many years ago when we ran out of fuel and they had to deliver a gallon of gas to us. Other than that, they have taken our money for this program, but when it came time to use it, they could not perform the service that we have already paid for. We are requesting a refund of our annual membership fees. It is obviously a scam company.

Business Response:

Our records indicate that the customer spoke to a member of our roadside assistance team on March 14, 2016 and the complaint was resolved at that time.  The Roadside representative apologized for the poor service and addressed the customer's concerns.   We have refunded the full amount paid for service ($139.95) and extended the customer's membership by one year.  New membership cards will arrive at the address on the customer's account in the next 2-3 weeks.

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11230714, and find that this resolution is satisfactory to me. 

Thank you for your assistance with this.

Regards,

B****** *****




















3/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a 1-yr Good Sam Club promo on 11/11/15 thru Camping World in New Braunfels, TX when purchasing material at Camping World (owned by Good Sam Club). It provided a discount to the Camping World items. The material suggested by the sales person at Camping World did not work on my RV connections, so I returned the items on 12.22.15 Camping World stated that Good Sam Club's policy (it had been done before, but this was a new policy) was that they would not credit Camping World for the GSC membership cost on my receipt and then Camping World would credit my credit card..... I had to contact GSC for a check to be mailed. First phone call to GSC customer service(###-###-####) was on 12.22.15. I was given a reference # of "Nicole". I was told a check would be mailed out and received with in 3-weeks. No check was received by 1.20.16, so my 2nd phone call to GSC customer service. I was given a reference # "41304372". I was told that a check would be sent out with in 7-10 days. No check was received by 2.11.16, so my 3rd phone call to GSC customer service. I was not given a new reference #, the lady stated it would still be under the "41304372". I was told that an expedited check would be sent out with in 2 days. No check was received by 2.22.16, so my 4th phone call to GSC customer service and I asked for a manager. Tyler was the Manager that I spoke with on the phone. Tyler stated that a check was not sent out on 1.20.16 or 2.11.16. Tyler stated that a check trace was requested on 2.12.16. As of 2.23.16, they still did not have an answer on the check trace. A check trace takes less than 2-minutes at a bank per Compass Bank Business customer service. My question, with no answer from Tyler, why was I told that checks were being cut on 1.20.163 & 2.11.16? After a quick search online, GSC has played these types of games on a large number of people for credits owed, not covering services under their plans, etc. GSC is a shady company in my and many others opinions.

Desired Settlement: I want my refund sent UPS or FedEx, so it can actually be tracked. I want my refund before 3.1.16 I want GSC to remove my name & address from their system to stop the solicitations being sent in the mail about joining GSC.

Business Response: We are expediting a check to the member for his refund.   I have called him and left him a message to let him know we'd be taking care of this.   I will be providing the tracking number for the check directly to the member.

12/21/2015 Problems with Product/Service
12/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July 8th, 2015 I purchased a 2004 M.B. Cruiser motor home. I checked with Good Sam extended care for coverage to see what the premiums would be. I received several contacts from Good Sam representative that week to purchase a warranty. I finally told them; I will call you when I am ready, because there are things not working on the motor home. I had the motor home serviced and it was necessary to make repairs to the turbo, the AC unit and other small repairs. Good Sam called again in Aug. and told me it didn’t matter that I checked out everything before I registered with Good Sam. So I gave them the information on the vehicle and signed up for extended care. In sept., I tried to use the generator and it would not work. I took the vehicle to L.A. Auto & RV in Lapeer, MI. I asked L.A. Auto if they were familiar with Good Sam policy to call for authorization before making the repair. They were! However, it took them 2 weeks to get a response back from Good Sam. Good Sam told L.A. Auto they would take care of the repair on the generator; however, they may or may not take of the 1 hr. diagnostic to determine what was wrong with the generator. So, L.A. Auto made the repair. When they called Good Sam for payment, Good Sam told them that (I) L**** ********* was not a member in Good Standing and Good Sam was not going to pay anything. I paid the bill so I could retrieve our vehicle and called Good Sam. I asked Good Sam why was I not a member in Good standing, since they were charging my credit card $137.98 for 3 months – Aug, Sept and Oct.? The representative I talked to said they had made a mistake; but now I would have to submit all the information to a review board. 1st of all! I don’t understand why I had to do that? Unless it was to delay so Good Sam could charge me for another month. 2nd Good Sam authorized the repair! Don’t they have any responsibility in this? 3rd, if they (Good Sam) felt this repair didn’t fall within their guide lines; why didn’t they tell L.A. Auto in the beginning? [Claim rejected per S**** 11-2-2015 customer service].

Desired Settlement: My request is for 3 mo. @ 137.98 because they did absolutely nothing for my payment except tell L.A> Auto I was not a member in good standing! And apparently in their eyes I was not. Also, I believe they (Good Sam) should be responsible for the repair they authorized – The $250.00 deductible.

Business Response:

We apologize for the customer's dissatisfaction with our plan. We would like to provide some clarity regarding what transpired with the claim and the reason coverage was denied. The repair facility contacted us on September 28th regarding the customer's generator.  At that time we instructed the repair facility to diagnose the issue and give us a call back to determine coverage. We did not receive any communication until October 15th, at which time the repair facility reported the following issues with the motor home:

 

PC Breaker and Wires were corroded.

Generator LP line kinked

Generator exhaust pipe leak

 

Failures due to corrosion, lines, and generator exhaust system are specifically excluded from the policy the customer holds. The policy’s Terms and Conditions are specific regarding repairs that are eligible for coverage. It is stated in the policy under “ Coach Coverage & General Exclusions”:

 

AUXILIARY POWERPLANT/GENERATOR ASSEMBLY – Coverage for the auxiliary power plant/generator assembly includes but is not limited to the following: All internally-lubricated parts of the power plant engine; plus the starter motor; switches; generator rotor and stator assembly; voltage regulator; PC board; head and cylinder block (if damaged by the failure of an internally lubricated part); fuel pump; and carburetor. Excludes the following: Spark plugs, spark plug wires, distributor cap, ignition rotor, injectors, exhaust systems, radiators, belts, hoses, lines and fittings, and all wiring

 

GENERAL EXCLUSIONS-

• Any damage or failure resulting from rust, pitting, corrosion or freezing.

 

 

In light of this information we have no choice but to stand behind our Claims Administrators and will not be able to provide the customer with any assistance towards the claim. We would, however, like to offer to refund the customer the premium amount paid to us, due to his dissatisfaction with the plan. We are issuing a refund in the amount of $413.94 to the credit card on file.   The customer should receive this refund within the next week.

 

11/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased extended service plan on 6/26/15 for family RV...covers entire RV to include the engine "FULL COVERAGE" When traveling from our home in NY, 15 days into our crosscountry trip some 2300 miles broke down in Moorecroft, Wyoming... followed the rules...made the calls, had it towed to a repair facility..Paid for everything up to date, and now some 4 months later... I am still awaiting help from the Good Sam Insurance company... I have been told the engine needs to be replaced by the shop... I don't know what to do next and need your help, this RV is a second home, cost a small fortune and I spent a lot of money for insurance coverage, that seems to be a scam now that I need it.

Desired Settlement: I want the RV repaired as it should be, I should be reimbursed for all out of pocket money as the policy states, including repairs, 10 days lodging, meals and rental car.... Simply stated , I want the company to do as the quote states they will do....page 11- we discuss the diagnosis, approve the covered repairs, and authorize the work to start immediately." this statement is not true it seems? or page 7 "our motor home experts talk to the service technicians on your behalf. We review thei

Business Response:

Our claims department spoke with the customer about his concerns on 10/27/15. At that time, we explained to the customer that in order to move forward with the processing of the claim we need a detailed estimate from the repair facility.   We explained to the customer that this detailed estimate needs to include a breakdown of parts, part number, and labor hours. As of 11/12/15, we have not received this detailed estimate from the repair facility. Once we receive this information we can move forward with inspecting the coach and the process of adjusting the claim.

 

10/9/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On June 9th, 2015, my wife and I contacted Good Sam Roadside Assistance due to a breakdown of our RV. We were informed that although we did not have an active Roadside Assistance plan, they would arrange a tow for us, if we paid a fee. We authorized a fee of 284.00 on a Mastercard, and gave the person on the phone our credit card information. At that point we asked for a receipt, and were told one would be mailed to us. Later we coordinated with our insurance and determined they would reimburse us that cost. We did receive the tow. We never received a receipt. Since then, we have contacted various departments at Good Sam (billing, Roadside assistance, etc) and have spoken to numerous people, who all said that the only thing they could do is mail us another receipt. This has been requested three times, and three times it never came. The people we spoke to at Good Sam were rude, refused to fax or email a receipt, and left us on hold for hours. The charge to the card ended up being $382.70, which was well over the quoted price, and without any kind of receipt or proof of agreement to this charge, we disputed it with the credit card company as well. Why is it impossible to get a receipt?

Desired Settlement: At this stage, we would like either a full refund of the $382.70 or an emailed receipt explaining why the charge was so high, and what the charge covered. This has put us into serious financial hardship, and the longer this continues, the worse we think of the organization. Their very name suggests honesty, integrity, and customer service, and yet we have seen none of it. At this stage, we're not even sure some guy at Good Sam didn't get us a $50 tow and steal the rest.

Business Response:

We contacted the member and apologized for the service failure. After discussion, we agreed to reimburse the member.   The member indicated they were satisfied with the solution.

8/11/2015 Advertising/Sales Issues
8/5/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had originally signed up for a membership with lakewood village resort which set me up with Good Sam, and a $7500 loan, however, I ended up cancelling this within my week window and was told everything was taken care of and I would have a zero balance. I have been receiving bills ever since even after calling, and faxing the company, showing documents of the cancelled service and payment. I have copies of the documents I can email or attach as well.

Desired Settlement: I would like an adjustment of the bill to a 0 balance since was never used and services were cancelled immediately and also a correction of my credit score.

Business Response: The member's home park, Lakewood Village Resort, has issued a credit to the member in the amount of $7,500.  The credit was posted to the member's visa.   We have called the member and left him a message letting him know that the credit was issued.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10730101, and find that this resolution is satisfactory to me. I would also like my credit score to be returned to where it should be before the derogatory account was posted.

Regards,

M****** *******




















7/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello,Our vehicle was towed by Good Sam Club provider(Coles Rd. Transportation)located in Camden Co. New Jersey. It was damaged by the tow truck operator and not reported by him. Because it was dark when I inspected the vehicle that night I didn't notice the damage until the next day. I was not able to record the damage to the fender until after the suspension was repaired. We submitted a claim to Good Sam right away with pictures of the car before it was towed with no damage to the lower portion of the fender and all the proof and evidence they requested, which their underwriter Allstate has denied the full amount of the claim. We have tried repeatedly to resolve this issue with Allstate and Good Sam, since 5/12/2015, the day after the car broke down. This has become very frustrating and time consuming and we are not very happy with how Good Sam has handled our claim. Their provider has damaged our vehicle and has refused to pay for the full amount of the written estimate from a local reputable repair facility.

Desired Settlement: we have a written estimate in the amount of $992.75 of which they have only offered to pay $500, which is unacceptable. We would like the full amount to be paid so we can have our vehicle properly repaired. Thank you

Business Response:

We will be reimbursing the member the amount of $992.75. The additional damage submitted showed rust in the photos and there has been no evidence presented to date that this damage was a result of the tow. In spite of this, Good Sam Roadside Assistance will be making a one-time exception and paying the $500 reimbursement plus additional $492.75 requested.  The check should be out to the member's address on the account in the next 3-4 business weeks.   We have called the member and left him a message informing him of the action being taken.

7/9/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for good sam extended service plan and chose them because of how good they said they where over the phone and numerous fliers sent out to my address. So instead of choosing other auto warrenty providers I chose good sams. So last week I went in to the mechanics to diagnose an oil leak. They found the leak and said the leak was from the turbo and needed replacement as well as the bushings on the arms. They called gs and they said those parts are covered and they will send a inspector to take photos of it on monday. So 3 days go by and the next day the auto shop called and they said they denied my claim because they found a oil leak on the carfax! I called and called and asked to speak to a supervisor from the claims department but all i got was voicemail. I then left multiple messages and the supervisor never called back. Then I finally called again and again and got a service rep for claims on the phone. And I explained to him that I cant reach a supervisor and that I have proof that that oil leak got fixed and this is a totally diffrent issue. So the guy said that makes sense and that should not be a problem and asked me to send over the invoice of the oil leak. I did and emailed it. It was a leak from the oil housing gasket that was leaking down towards the turbo area and dripping to the pan then to the plastic cover under the car. That was fixed and Had no problems. So no I had another leak and had a diffrent shop check it out.. this was after I got the esp plan and they said it needs a turbo replacement and also the bushings on the arms are bad. SO i get a email back from Michael Kiehl saying that he talked it over with the super and they said they will deniy the claim because the turbo has been leaking for a while and that the cover under the car has rubble on it from the leak saying it has been a long time! The oil splatter under the plastic was from the oil leak and the old oil thats been left was from the first leak fromt he oil filter gasket that dripped

Desired Settlement: My car was diagonosed on 4/30/2015 fixed around 5/5/2015 and said the oil leak was from a oil filter gasket in which was fixed and stopped leaking (no leaks from turbos). My plan started 5/10/2015. So that proves that there was no oil leak from the turbo before the esp plan. So therefore it was not a prior problem and the problem started while i was on the esp plan so the claim should be covered!!I would like goodsams to warrent the claim and pay what they can even if its not full ammount.

Business Response:

After a thorough review of the claim submitted by the customer, it has been determined that the failure was an oil leak which caused the turbo failure along with the thrust arm and bushings failures These were all long term failures which would constitute as a pre-existing condition and would not be covered by the policy. 

 

Our records show that the customer enrolled in a policy on their BMW 335i online on May 5, 2015 at the time they reported their odometer reading at 66,155.  The customer contacted us twice to update the enrollment mileage with the most recent time updating it to 66,855. However, a Carfax report showed that the customer had taken the car to get an oil leak serviced on May 1, 2015 with a reported mileage of 67,578. At the time of the turbo, thrust arm, and bushing failures they had an elapsed mileage of 473. All of the failures reported would have been caused by a long term failure and would not have occurred within 473 miles. There was also evidence shown to the inspector, which we sent out, that shows there was excessive oil residue which would also indicate long term failure. The policy’s Terms and Conditions are very specific regarding repairs that are eligible for coverage. It is stated in the policy under “GENERAL EXCLUSIONS”:

 

• Any pre-existing problems that are present prior to the purchase of this Coverage whether known or unknown. The condition of the covered part(s) in question will be assessed to determine time of initial breakdown.

 

In light of this information we have no choice but to stand behind our Claims Administrators, and will not be able to provide the customer with any further assistance toward the claim.

Consumer Response: Complaint: 10677416

I am rejecting this response because:

They took pictures and only saw that since the oil from the previous leak that was fixed they assumed it must of been sitting there for a long time from the turbo leak.  The response they said seems they claim the " oil leak that happend first caused the turbo to and the seals and bushings on the thrust arm and everything else to fail.. Really?  really the oil leak is going to cause thrust arm bushing to fail?  How is that even possible?  Also I have proof.. That when I had the first oil leak which i paid for myself I asked the shop to diagnose where the leak came from and they said it was the oil filter housing gasket which i then proceeded to fix.  After that there was no leak.  Until i made that claim which they found the turbo was leaking.  That is when the coverage was active.  Gsams is going on the "photo" there adjuster took saying it was an old leak since there was " grim on the oil from the under carrage"   Duhh I have been driving the car.  And I was left there from the leak i fixed.  BEcause EPA laws prevent the shop owners from steam cleaning the car even after they fix a leak.  Far as im concerned they violated there contract agreement saying they will pay for repairs.  There buisness practice isnt right.  If they get away with what they have done to me.  They can deny anybodies claim saying it was a past failure.  I bet if you looked at there statistics they only pay people who paid into there payment equal to there repair. So thats how they make alot of money

Regards,

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





























Business Response:

We are sorry to hear that the member does not agree with our response. We have based our decision to stand by our claims department’s denial given all of information we have received up to this point. If the member is able to provide us sufficient evidence that the oil residue was caused by an old oil leak or that this was not a long term failure we would be happy to review. In order to proceed with this claim or any claim in the future we would also need to have the mileage issue corrected.

 

 

7/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I have been paid members of Good Sam for 17 years and always felt comforted knowing we would have roadside assistance should the need arise. The need arose last Friday, May 29th when we had a tire blowout on our motorhome at the top of Stevens Pass in Washington State. Unfortunately, your company provided us no assistance.
After the blowout occurred, we contacted Roadside Assistance Dispatch via the toll free number at 11:49am. We provided all the details, including location and tire size, and were told help would be on the way. After approximately 45 minutes we called again and were advised that a vendor still hadn't been found to help us. We informed your dispatcher that the closest town with service was Wenatchee and that there was a Les Schwab dealer there as well as others. We were told to stand by, that we would be texted with the vendor name, telephone number, and estimated time of arrival. We waited another half hour and called again to ask status. We were again told that they were still having a hard time locating a vendor who would drive the distance to assist us. After another wait, at 110pm we contacted Les Schwab ourselves and arranged for the assistance. I then called your dispatcher and advised her that we no longer needed her help, that I had arranged it in a matter of minutes, that we were very disappointed in the service Good Sam provided to a customer of 17 years.
My husband and I have never needed nor used Good Sam Assistance. We pay 112 per year to remain members in good standing and thought we could rely on your services as a reputable company. I have enclosed a copy of the invoice from L** ******, which includes $196 in roadside assistance labor. Please reimburse us that amount.

Desired Settlement: Please reimburse us that amount. $196 in roadside assistance labor.

Business Response:

We have spoken with this member and have addressed his concerns.  We advised the member that we will be issuing a goodwill reimbursement to address complaint issues in the amount of $196.00 (for self-dispatched service call) and in addition we offered the member a 1 year membership extension.   The member indicated they were satisfied with this resolution.

Consumer Response:


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10673766, and find that this resolution is satisfactory to me.

The consumer called today 07/02/2015 that they were reimbursed for the amount of $196.00 

Regards,

R****** *****



















7/2/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received an email from Good Sam Club (I am a member) offering a lifetime membership at a $200 discount ($299 vs. $499). I went to my existing account and signed up but they charged my credit card $399 or $100 over the advertised amount. I requested a credit back to my card and they said they couldn't do that (very suspicious). I had several email correspondences and three phone conversations. The last phone call I was told they would mail me a check and it would take a month or more to be processed and arrive. This is unacceptable so I disputed the charge through my credit card company. They made the error and overcharged me to why do I have to wait for over a month to receive the money this miss-charged?

Desired Settlement: I want the $100.00 they overcharged me refunded immediately.

Business Response: Spoke with the customer and told him that we would push the refund check of $100 through our system as quickly as possible.   It should mail on 7/3 and hopefully he will have it within 7-10 days of that date.   Explained this to the customer and he is okay with this time frame and will watch for the check.   

6/10/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a warranty for 3 of my vehicles and It was represented to me by C*** **** to cover my car in the event of failure. When it came time to use that warranty I was told that my coverage wasn't approved and they would not honor my warranty because I didn't buy optional coverage that wasn't explained to me. However the contract I have clearly states that they will cover the items that my repair shop is claiming needs repair, however if you look at all the items that are included there is a a small clause that reads All items above are covered provided seals and gasket option is purchased. So why doesn't it tell you that everything above isn't covered if you don't buy the optional item? But what does tell me is that the 3 warranties I purchased for my 3 cars for over $2,000 is worthless and I am now stuck with a $3,500 repair bill after being told numerous times by C*** **** that I was in good hands and it was not too good to be true and 2 hours on the phones with him while he was selling me these three plans. I was duped 100% and I am sure C*** and his manager John Ash who I spoke with and said we have you on tape recording declining the option are laughing all the way to the bank with their commission checks. Obviously it wasn't explained well to me and I asked him to send me a copy of the audio and he declined to do so. Which also leads me to the question, why record conversations if you are doing honest business? Clearly catching your customers on tape declining something that isn't explained in full and prevents you from paying out more money makes sense to you, but again it wasn't explained to me correctly and now I am out $4,000 with the repair and premiums I paid. They are predators!

Desired Settlement: I would like for them to either cover the cost of my repair or to refund me 100% of the monies I gave them for the premiums. The information on their website and in the contracts they send out are intentionally deceiving and they are taking advantage of hard working people.

Business Response:

We have thoroughly researched the customers complaint and have listened to all the customers phone calls with the salesperson. Our salesperson fully explained and strongly recommended the seals and gaskets coverage.   The customer chose not to include this optional coverage with his policy.  The failure that the customer experienced was related to a seal failure and since that coverage was not purchased there was no liability for the claim. As of right now, the customers policies have been cancelled at his request and he has been issued a pro-rated refund on the policy per the terms and conditions of the policy. 

 

 

Consumer Response: Complaint: 10641585

I am rejecting this response because they intentionally misled me.  When I spoke with them they offered no apology nor did they try to retain me as a customer or do anything other then basically tell me, "GOTCHA".  They keep going back to the phone conversation I had with them that they recorded, which leads me to a few questions and concerns they would and will not address:

1.  I would like a copy of the audio or a transcript of all my calls, why will you not provide me with a copy?  You should considering you are voiding my costly repair bills based on that which is very convenient for you.
    a. I do remember declining the Seal and Gaskets clause as it was explained to me.  I was told it would pay for repairs if my oil leaked, my cars are well maintained so I wasn't concerned about oil/fluid leakage.  My concern was Transmission, Engine, Power Steering pump etc, which I was told was 100% covered.  Please again provide me with the audio clip or transcript where C*** **** tells me specifically that everything in my car has a seal or gasket so if you decline the seals and gasket coverage the warranty will be 100% worthless and 100% of the claims will be rejected, because that is what his manager told me and the guy when I was trying to file my claim for repair.
   b. I would like to see/hear the response to my question I asked multiple times, "What is the catch?", C*** **** responded each time, "There is no catch, we have been in business for 60 years, your car will be 100% covered by everything listed on the Coverage section of our website.  http://www.goodsamesp.com/whatiscovered.aspx "
   
Copied and pasted from their website:
       
 Coverage for the steering assembly includes but is not limited to the following:
  • Gear housing, and all internally-lubricated parts of the steering gear box the rack and pinion gear
  • Power steering pump <- WHAT I NEEDED REPLACED ON MY CLAIM AS WELL THE RACK AND PINIION GEAR LISTED 1 LINE ABOVE
  • Main and intermediate steering column shafts and couplings
  • Cooler and cooler lines
  • Power cylinder
  • Pitman arm
  • Idler arm
  • Tie rod and tie rod ends
  • Drag link
  • Control valve and cylinder

Covers all parts of the steering assembly, except for the following:

  • All hoses
  • Belts
  • Fittings
  • Lines 
2.  Why if my car needs a new power steering pump and rack and pinion is it not covered?  The above from their website states it is as does the contract they sent me?   I was told by John Ash I had no coverage because I declined the Seals and Gaskets clause which is listed on their website and contract as:  

OPTIONAL COVERAGE

Extended Seals and Gaskets »

Extend seals and gaskets coverage to units with less than 150,000 miles (odometer reading) AND 18 model years old or less when the claim is filed. 

Where does it say that without this optional coverage the whole warranty is void of any value?  It doesn't.  It is misleading by design.  Why would you record calls if for no other reason than telling your customers "You declined coverage and I have you on tape".  Would anyone in their right mind decline the coverage if they really understood it?  I know I did not and as a result I signed up for 3 contracts for the term of one year for over $2,000 which covered nothing on my car.  That would like buying an auto policy and it wouldn't pay out if you were in an accident, or a medical policy that only covered you if you were healthy.   They keep going back to the call, but I like any other consumer am looking at the contract I agreed to and that they sent me.  Salespeople will say or omit whatever they can to win a deal.  That was the case here, I was mislead and assured I was being take care of and foolishly I trusted him becuase I was familiar with the Good Sam name.
The bottom line is they knew exactly what they were doing and selling me and it was misleading and they should be held accountable for their actions.   Why would you want to prey on hard working people and act like you are helping them?  The worst is the "I gotcha on tape" comments they keep referring to.  If you do, provide me with the transcripts for the nearly 2 hours I spend on the phones with C*** **** when he was assuring me that this was a good purchase and Good Sam was a reputable company and this was not a scam like all the other Extended Warranty companies out there because at the end of the day you sold me a warranty that was completely worthless and you knew it was.  Sadly, I didn't!
Again, other Consumers need to be made aware of their sales tactics and they need to be honest!
I have also attached a copy of the warranty contract they provided to me for all 3 of my cars.  Take a look for yourself and tell me where it says that my rack and pinion and power steering pump will not be covered by the premiums I paid.
Regards,

G**** **********





























Business Response:

The customer was denied coverage based on the fact that he did not purchase the Extended Seals and Gasket Coverage. This coverage was fully explained to the customer and strongly recommended by our sales agent. To address the exact details of the claim and failure, in the copy of the policy the customer received under ‘Seals and Gaskets’ it states “Seals and Gaskets are covered for all of the components listed above—for units with less than 70,000 miles (odometer reading) AND are 7 model years old or less when the claim is filed UNLESS EXTENDED SEALS AND GASKETS OPTION IS PURCHASED.” Since the seal and gasket coverage was not purchased and the failure was directly related to a seal failure, we did not have any liability on the claim. To reference the customer's policy under ‘General Exclusions’ it states “Any damage to, or caused by, a non-covered part (s).”   We unfortunately are unable to send recorded phone calls to the customer, which is why he hasn't received them.

 

Since the customer misunderstood the coverage and was unsatisfied with the results of his claim, as a gesture of goodwill we are refunding the remaining premiums paid on three policies that he held.   We are refunding the customer a total of $506.69, which will be issued to the customer in the form of a check and mailed to his home address.

 

 

Consumer Response:

Complaint: 10641585

I am rejecting this response because:

I want to be made whole for the repairs I just paid $1800.00 (I had to opt to have it rebuilt as I couldn't afford $4000 to replace the parts myself) for.  Again, you keep going back to the recordings you have of me.  However, I really don't think that is fair that you can keep making reference to something you won't provide to me or anyone else.  I will repeat myself, I would like a copy of the recordings so I can hear exactly what was represented to me as it pertains to the Seals and Gaskets portion of the contract.  I would also like you to listen to the part where I asked C*** **** numerous times what the catch is and he replied everytime, "There isn't one" rather than "if you decline the seals and gaskets portion the whole warranty will be voided and any claim for repair will be rejected.  I would recommend with 100% conviction that you buy that coverage" becuase that never happened and it wasn't explained to me correctly.  He downplayed it and misled me and that is exactly what happened to me.  I specifially asked him if the Transmission, Driveshaft, Power Steering, etc.  were covered.  I had just replaced those parts on different cars of mine and he said "Yes".  He knew exactly what I was asking and directed me to look at your website which clearly shows it is and of course it doesn't say anything about a leak preventing the coverage, it lists coverage.  Not only does it list coverage of both parts that are broken down on my car, it lists the seal and gaskets coverage next to flat tire coverage which would seem very trivial to the consumer like myself.  I am an intelligent man and if I was presented with the information correctly I would have accepted it or not purchased it.  Clearly you have something to hide as you are unwilling to present me with the information I have requested.  Additionally,  I am not sure I concented to being recorded on each call I made to your company if any, specifically the one I made to purchase the policies.  You do know that California is a "two-party" concent state and that without concent you are in violation of CA Penal Code 632?  I would like to see the transcript or hear the tape or I can get a copy during Discovery.   Again, I paid a premium for converage and I expect it to be honored.  Why would I buy insurance that wouldn't cover anything?  Better yet, why would  you sell insurance that doesn't cover anything?  Please do the right thing...

Regards,

G**** **********





























5/18/2015 Problems with Product/Service
4/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: For several years I have been a member of the Good Sam Club and purchased from them Liability and Collision Insurance as well as membership in their Roadside Service Program. I received several renewal notices from the Roadside Service Program months in advance of the renewal date, but due to budget reasons, ignored them. Then, last month, I received an email from Marcus *******, the owner of the company, advising that I could save $5 if I clicked on a link in the email to renew, which I did.I was taken to a website page which failed to provide the promised $5 discount, so I called the Customer Service number listed and spoke with a rude female who quoted me a MUCH HIGHER rate and refused to honor the promised discount denying that she knew anything about it. She gave me her email address when I asked if I could email the communication I received from Mr. *******, and I sent her THREE copies of his email, each of which she denied receiving and then she persisted in refusing to give me either the rate on their website or the discount referenced in Mr. *******' letter. She then promised to call me to let me know when she received the emails from me, and never called me back.The next week I received another solicitation to renew and replied to that email with copies of Mr. *******' email and I sent a copy of my reply to his company email address. I received no reply to either email.A week later I sent another copy of the unanswered communications along with a report of my dissatisfaction and again my email was neither acknowledged or replied to.If this is the way this company treats LOYAL FAITHFUL RENEWING CUSTOMERS, I'd hate to see the way they treat the general public who they spend millions of dollars on slick marketing programs only to chase them away with snotty call center representatives who are in the bait and switch scam business. The representative I spoke with has NO active listening, problem resolution, customer service training, or best practices training.

Desired Settlement: Renewal of my membership at the advertised rate ($114.95) less the promised $5 discount, and an apology from the woman's manager for the distress and inconvenience she caused me, along with a commitment to ensure that this employee receives training in customer service, active listening skills, problem resolution techniques, and compliance with best practices of that industry.

Business Response: I have spoken with the customer and we honored the renewal rate on his Roadside membership based on the email he stated he received.  The customer has shared with me the emails that he sent to our customer service team and did not receive response to.   We are investigating this and will address as appropriate based on our findings.   In addition, we are pulling the recorded calls from when the customer called our center and will address any training gaps as necessary.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10560590, and find that this resolution is satisfactory to me.

 

The financial substance of my complaint has been resolved to my satisfaction.  The company says that it will be investigating why my emails to them in an effort to resolve this matter directly with them, were not answered.  They promised to get back to me after that inquiry is completed.
Thank you for your efforts to facilitate communication and towards resolution of this issue.


Regards,

**** *****



















 

4/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I hired this company on 12/16/14 to come out and assist with changing of a flat tire and jump start of a battery because it took them 2 hours to get there. I have been speaking to ****** ******* in Customer Service since December and they cant find where they provided service yet it is on my banking statements and I have a text message from the company they sent out. This company they sent out did not secure the tire on the Dodge Ram 1500 pick up and secure the lug nuts. the tire came off of the truck an hour after it was put on causing more damage to the truck and ruined both of the tire rims and spare tire. I had to hire AAA to come out and tow them to a body shop for repairs. It cost me 297.81 in repairs to a truck that is not our families and I had to purchase new tire and rims for the truck for them to get back home for 265.00. AAA came out and stated the tire was not put on correctly and caused the accident. The truck was traveling down I-95 to FLorida from SC where the repair occurred. The truck had ******* *** and his wife with three kids in it. They stated we were lucky the truck did not flip. I am not a member and they can not find a record of the request. I offered to send them the text of Richardson Coating who they hired and the ETA of when to expect them. I want the money I had to pay out to get this truck fixed that did not belong to our family. It caused emotional stress on the family and they were afraid to drive. I have the lug nuts and pictures of the tires that were damaged. I also have the text messages from this company on who they hired. Product_Or_Service: Roadside Service

Desired Settlement: DesiredSettlementID: Refund I want the money I had to pay out to get the truck repaired for 297.81 plus 25.00 for having to western union the money to a publix where my son ******* *** could pay for the damages and I also want to be reimbursed for the tires that needed to be purchased because of the damage.

Business Response:

After a thorough review of all the information presented by the customer and the service provider, our investigation concludes that we are not liable for alleged damages from roadside event on 12/16/2014.  The customer did not have the appropriate lug nuts for the spare tire. The tow driver made the customer aware of issue and the driver offered to tow vehicle to a tire shop for repairs.   After advising customer that the lug nuts did not fit spare tire, the customer declined the offer for tow service and instructed driver to complete tire change. Attached is a signed tow ticket indicating the driver informed customer of situation.  Customers ******* *** and ********* ******** have been contacted and advised of our findings.    

Consumer Response: Complaint: 10509719

I am rejecting this response because:

I have the original lug nuts from the truck. They are Dodge approved lug nuts that came with the truck from the dodge dealership. Also triple A came out to tow them to a repair shop and we were advised these are in fact the correct lug nuts for the truck. No conversation took place between the tow driver and *******. The only conversation that took place was here is the invoice you need to sign for payment. No copies were provided to ******* or myself. I have offered on many occasions to send a color picture of the certified dodge ram lug nuts. Not once has the company reached out. I have possession of the lug nuts currently. Per AAA the stated the tire was not put on correctly nor secured thud causes the tire to come off while doing 55 mph. I also can provide a color picture of the rim that was placed on the truck incorrectly. It is not a donut but a full size 20 in rim. Richardson towing is responsible for improperly putting the tire on causing damage to the truck and rims. Please feel free to contact me and I can provide positive proof to my statement listed here. The tow driver only stated your all set. Please sign here for billing purposes. ******* and Phyllis his wife can verify no conversation took place about wrong lug nuts.
Regards,

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





























Business Response:

Good Sam Roadside stands by our initial response to this complaint, that the tow provider disclosed to the customer that the tire could not be properly secured onsite.   It is our position that we are not responsible for the damage that was caused and are not liable.  However, in the interest of resolving this matter in the best way possible for this customer we have agreed to reimburse the customer for the amount originally stated under the desired settlement in the original complaint. 

3/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Monday 3/23 I attempted multiple times to sign up for a Good Sam basic membership so I could receive the member discount through CampingWorld.com for items that I needed to order by March 27. I entered my billing info at least four times and their website gave me an error message each time. After the fourth or fifth time, I gave up. But I contacted their customer service via email to ensure I wasn't billed multiple times. Later that day I received a generic email from them about "completing the sign-up process for my Good Sam membership." So 24 hours later, after still not hearing back from their customer service, I attempted to sign up again. It still would not allow me to do so. On March 25th, I tried signing up again with a different email address (email address #2). This time the billing info all went through immediately and I received a membership confirmation. At this point out of curiosity, I attempted to just sign IN to their website with email address #1. It allowed me to sign in as if I had already created an account. I clicked "print temporary member card" and it said my membership was pending. I logged out, and logged back in with email address #2, and it also said my membership was pending. Finally at 1:12pm on 3/25 (48 hrs later), Sheila Hawkins responded to my email and stated I had only been billed once. I replied to the email and stated that I had signed up with two different email addresses and I was pretty sure I'd been billed twice and that I needed to cancel one of them and delete that account. She emailed back shortly after, stating verbatim "Not sure how you were able to sign up using email #2 we have your account set up under email #1. Thanks for your membership!" I replied explaining what had happened. No response. This morning (3/26) when logging into my bank account, I have indeed been billed today for two memberships. I sent a second email with a screen cap of my bank statement showing the two charges and have not heard back about that either.

Desired Settlement: I wish at least ONE of the charges to be refunded and one of the accounts deleted. I realize I am responsible for having signed up with two different accounts, but had they not sent an email stating I should "complete my enrollment", if their website functioned properly, and they responded to billing inquiries in a timely manner, I wouldn't have had to.

Business Response:

The customer was charged twice for this membership.   We've requested a refund of the duplicate charge ($25), which will go back to the credit card she used to pay for the membership.    I've also left the customer a voice message asking her to call me back so that we can straighten out the issue with the email addresses and ensure we have the correct address on her account.

Consumer Response: I accept the business's response to resolve this complaint. I did receive a voicemail from Good Sam, but have not been able to return the phone call as I am currently at work. But I wish for the may********@yahoo.com account to be deleted and refunded. Thank you for your time and quick response!

2/25/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I chose to agree to a membership in the Good Sam Club at a Camping World store in South Carolina this past fall. I was promised a merchandise certificate that would be good at any Camping World location, online or in a physical store. When the certificate arrived and I attempted to use it, it repeatedly was listed as "no value on this card." With repeated and numerous emails or phone calls, I was then informed that I could only use it in a physical store - not online. Today, after driving 30 miles to the nearest store in Statesville, NC, I was then informed that since the item I wanted was not in stock I couldn't use the certificate to order from the store location without making another trip to pick up the item in person. But I was told that if I were simply to enter the certificate code online without the preceding letters, then it would work fine. Which it did not. I have returned the certificate to the Good Sam Club at PO Box ****, Englewood, CO, 80155, with my claim that their marketing / advertizing on this membership was completely false and asked them to provide me with a genuine $25 credit that actually could be used.

Desired Settlement: I want the actual $25.00 credit to be used at Camping World - either online or in an store - that I was promised when I spent the considerable amount to renew this membership.

Business Response: We have sent Mr. ******* a $25 Gift Card (which can be used online, in store, etc) to his home address.   This is being shipped via UPS, with a tracking number of 1Z9W521A*********6.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10436392, and find that this resolution is satisfactory to me.

This matter has indeed been resolved.

Regards,

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




















1/15/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Good Sam advertises 4 Free issues of trailer life magazine with a membership. I joined March 2014 9 months ago with no magazines. Company is giving me the run around and lying to me. Something so easy is turning into a problem where others need to get involved.

Desired Settlement: As advertised

Business Response: I called Mr. ********** and spoke with him about his concerns.   When he spoke with one of our agents on 12/22 she located the 3 copies of the magazine that he had not received and sent these to him.   Mr. ********** told me he did receive this copies that were sent to him.     Mr. ********** was also upset that his concerns were not addressed on his intial call.  I apologized for this and told him I would investigate what occurred after his initial call.   I offered him a 1 year extension to his club membership as a gesture of apology.   Mr. ********** seemed satisfied with this resolution and accepted my offer.

1/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our camper broke down on the way to winter storage. Called Good Sam roadside assistance to have it towed. I was told they could only tow to nearest repair shop on the platinum plan. I then stated that no I had to have towed to storage. When I upgraded my plan from the basic plan to the platinum plus plan, which it was supposed to be, it turned out to be just the platinum plan,then I was told I had to upgrade, which I did, then was told that no they wouldn't tow it at all. I spoke to a manager, sat on hold for hours, spent over 3 hours on the phone total. I was given a quote when I first got on the phone of $350 to tow it 60 miles, over the course of my phone call this quote was "lost". The dispatch person was even worse, I kept asking to speak to manager, never talked to one. Then dispatch couldn't even answer simple questions as to who the towing provider was and what time they could tow it, or even a new quote. After 3 hours of the run around I finally gave up and asked for a refund on my membership, was told they would only refund $36. When I called back to file a complaint with their office I was told because I cancelled my membership they didn't care and I could take my complaint and f%$* off and they didn't care because I was no longer a member.

Desired Settlement: Full refund of price I paid for regular membership, and both upgrade fees. NOT the prorated refund.

Business Response:

On 12/18/14 our team contacted Mr. **** and addressed his complaints.   Mr. **** experienced mechanical problems and drove his RV back to his own home, then called dispatch for towing service.  Mr.   **** requested a tow from his home to a friends home.  Mr. **** said his friend was a mechanic working out of his home.  Mr. **** was advised by dispatch that we do not tow from residence to residence. Dispatch then transferred Mr. ****'s call to member services.    Mr. **** stated that he had, several months prior, upgraded to RA Plat+; however the member services agent could find no evidence of an upgrade being completed.  Researched events through conversation with Mr. ****, Dispatch notes, Dispatch call recordings, and Member Services call recordings.  Mr. **** cancelled his GSRA membership and received the appropriate refund.  Informed Mr. **** of Good Sam Roadside benefits expectations and advised Mr. **** of goodwill re-enrollment in Good Sam Roadside and complimentary Goood Sam TravelAssist enrollment..  Mr. **** was satisfied with this resolution.

1/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We are members of Good Sam Roadside Assistance Motor Club. July 3, 2014 we drove on Interstate 85 towing our camper the out part of the right rear tire came off. The towing company they dispatched did not know how to use our equipment and he left us stranded on 85. Please the enclosed correspondence 2 have made to G.S. Motor Club. I know we were in great danger and called 911. Three GA State Patrol cars came they changed the tire.

Desired Settlement: Pay for the cost of repairs, tires.

Business Response:

We contacted Ms. ********* on Monday, December 15, 2014 and addressed her concerns.  She was concerned that  damage in the amount of  $1028.28 was sustained during flat tire service as result of Good Sam Roadside service provider actions.  Researched events through conversation with Member, Dispatch notes, and Dispatch call recordings.  The service provider did not complete flat tire service and Ms. ********* subsequently called GA State Highway Patrol who did complete the flat tire service.   Informed Ms. ********* of Good Sam Roadside benefits and service provider expectations.   Advised Ms. ********* of goodwill reimbursement in the amount requested, $1,028.28.  Ms. ********* seemed satisfied with this resolution.

11/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: At approximately 6:30 on November 14, 2014 my daughter ran her car out of gas, I contacted you guys and utilized the app on my IPhone, it got me in touch with an agent. She began to ask me the dumbest questions considering she had all my info up on her screen already due to using this app, I even asked her don't you already have this? She said yes and skipped the questions. I proceeded to tell her the situation and advised her that I am in the auto service business and that I know there is a provider that is 3 blocks away and is contracted to do service with Good SAMs. She put me on hold for a LONG time only to come back with a provider that is located in Chicago which is over an hour away and would take that long to come? I said to her did you not call the service 3 blocks from me? She said no? I told her to contact them because they are on call 24/7 and literally blocks away. She put me on hold again for a very long time and when she came back she said they would not answer. That was a outright lie. I contacted them on the other line and they picked up on the very first ring. I knew she lied because being in the business I also knew they are on police tows for our town and have to be available. After about a half hour of wasting time with the agent and having my daughter sit in a freezing car I hung up with the agent and handled the situation myself and had help for her within 10 minutes and up and driving off within 20. Horrible experience AGAIN..

Desired Settlement: My time and my daughters time and safety is the utmost importance to me. I want a representative to contact me to evaluate how this service has actually cost me money and safety and how they plan on handling this situation.

Business Response:

Contacted this member and addressed their complaints.   After investigation we found that the member requested that a specific service provider be contacted (who was 3 blocks from site of disablement) to supply fuel.  The dispatch agent could not find this particular service provider on the in-network list and told the member that they would dispatch an in-network provider with an ETA of 55 minutes.   The dispatch agent did not pursue requested service provider as an out-of-network call.  The member then terminated call with the dispatch agent.  Informed the member of appropriate GSRA benefits and service provider expectations.   Advised the member of 1-year goodwill Auto Plat+ RA membership extension.   The member was satisfied with this resolution.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10307408, and find that this resolution is satisfactory to me.

Regards,

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




















11/4/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We have had the Good Sam Extended Service Plan for several years. We have filed only one small service claim in the past.In July 2014, we had a head gasket blow on the engine of our motor home. It was stated that it was a thermostat that froze up. This in fact was not true. As a result, the repair work and subsequent living expenses were totally declined. Upon "review", it was also declined because it was the thermostat. During the time that our motor home was "in the shop", the claims adjustor from Good Sam requested that the engine be taken apart to correctly identify the source of the problem. This cost us over $2,000 to do this. There was no additional follow up by the adjustor to see if, in fact, it was a blown head gasket.We submitted our claim forms as requested and were subsequently denied all expenses for the repair and subsequent living expenses, which by the way was a total of 26 days.

Desired Settlement: I am requesting to be made whole from the insurance company. The total expenses that were submitted were $16383.59. I will be happy to forward any and all documents that you may request.Thank you.

Business Response:

After a thorough review of the claim submitted it has been determined that claim was denied accurately based on the information received.  The shop advised  that the cause of failure was due to the engine thermostat being stuck in a closed position, thus causing the engine to overheat. Per the terms and conditions (of the Good Sam Extended Service Plan) the engine thermostat is specifically excluded from coverage, as well as any damage to or caused by non-covered parts. The shop also provided some information that indicated some of the damage may have been caused by continued operation while the motorhome was in a overheat condition; this unfortunately further limits our liability for the repairs completed. The policy’s Terms and Conditions are very specific regarding repairs that are eligible for coverage. It is stated in the policy under “CHASSIS COVERAGE & GENERAL EXCLUSIONS”:

 

Coverage applies only to the component groups listed herein.

1. ENGINE ASSEMBLY - Covers all parts of the engine assembly, except for the following: Carburetor, distributor cap, distributor rotor, drive belts, all hoses, lines and fittings, EGR valve, exhaust pipes, emission items (air tubes, valves and pumps), catalytic converter, muffler, resonators, glow plugs, spark plugs, spark plug wires, engine exhaust brake, thermostat, any parts not originally supplied by the engine manufacturer.

          • Any damage to, or caused by, a non-covered part(s).   

          • Any loss due to continued operation in a failed condition.

 

Given the information we have received we have no choice but to stand behind our Claims Administrators denial of the claim. We would be happy to review any other additional evidence or information the customer might have.

Consumer Response: We were driving on Interstate 90 on a continuous six mile grade of 6%. There was no shoulder or place to turn off until Mile 4.5. We pulled off, put in more antifreeze. Before we continued on, steam began pouring out of both muffler pipes. This is when the head gasket blew. When speaking with three different mechanics, it was determined that when the head gasket blows, the thermostat quits working. First, the head gasket blows, then the thermostat quits. The thermostat was working when we continued our journey. We drove the motor home to the repair shop. The engine was too hot and it needed to cool down. As this was about 4pm in the day, we were told to drive the motor home to the campground which was about 1/2 mile or so away and bring it back in the morning. It would be cool then. Even though the Repair Shop Owner admitted to us that it was the head gasket that was the original problem, he would not call Good Sam and tell them. He said "they denied the claim, he would not call them and admit his error." Our feeling is that he was going to get paid right away from us; thus not having to wait for payment from Good Sam. In good faith, we purchased the Good Sam Extended Warranty Plan. We feel we have been totally taken advantage of. Totally SCREWED!!!!

Business Response:

We understand the *******'s frustration, however, we as an insurance provider are held to the terms and conditions of our policy. If the customers or the repair facility are able to provide additional information that has not already been provided we would be happy to review to see if there is any coverage we can assist with.  

10/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have Good Sam Roadside service! We was in an accident today 10-6-2014 @ 247pm called Good Sam to get a tow service at 250pm since the truck was NOT driveable the fender was pushed into the truck and couldnt turn the streeing wheel plus the steering wheel was bent So we waited till 330pm still No tow truck called GSam again and said tow truck was on its way 15-30 mins still nothing waited another 45mins and called good Sam and explained we are still waiting we waited till 430pm called again Nothing still no tow truck finally called again GSam at 5pm and said where is the dam tow truck still nothing well we beat the fender out and pulled the steering wheel out so we could drive it home we was in a BAD area of town and wanted the trusck removed ASAP at 530pm we limped the truck home since we still saw no tow truck and it was getting dark!This is the second time that Good Sam left us strained and didnt send a tow truck!

Desired Settlement: Now to pay for a new fender since we had to hammer the heck out of it to drive the truck home and pay for all the other parts that have been damaged because we had to drivwe it home 10+ miles!

Business Response: We have researched this members concerns and we are currently working with her to come to a mutually satisfying resolution. 

9/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Prior to our purchase of Good Sam extended service plan, we discussed with them, over the phone, their companies policies in regards to claims and coverages. We were told that we would have to find a business who would be doing the work, call for a claim authorization, and then submit the claim. If we were unable to call for a claim authorization we could file a claim after the work was complete. We were told that anything spent out of pocket, over and above our $500 deductible would we covered for most repairs. So we purchased the policy. That was in February. On the 4th of July we took our truck to Firestone to have a check engine and battery warning light investigated. After a computer diagnoses, we were informed that the alternator had to be replaced and that the 2 batteries were no good and needed to be replaced as well. Being it a holiday, we couldn't call for a pre-work authorization. After it was all said and done, we called to submit the claim for this work totaling $1083.05. We were informed that the insurance did not cover battery replacement, but that the rest of the work would be covered. We faxed all the necessary pages to a kit the claim to them and then waited for our claim to be processed. Their settlement for this claim totaled only $59.59 after the deductible which was around $220.00 less than what it should have been. We called back to the claims department to discuss this settlement and we were told that the claim was decided by taking the part number for the alternator and checking the price through NAPA auto parts. That price was $188.03 and not the $381.99 I was charged by Firestone. NAPA was not contracted to do the work, nor would they have completed the needed repairs that were performed, but they were used to decide the price of he parts used by a completely separate business. This was not how the Good Sam employee described to us the coverages and claims to us prior to our purchase. I believe that this company blatantly misrepresented itself to us.

Desired Settlement: I would like either the difference in parts and labor that I spent to the amount that Good Sam authorized be paid to me, and/or because of the false advertisement of their company to us about there extended service plan I would like the premium payments made to Good Sam for this service be refunded from the date of purchase to the date policy was cancelled.

Business Response:

Upon review of this claim we found that Mr. **** was charged $381.99, for the alternator and we authorized $188.03 for the alternator.    We are reimbursing Mr. **** for the difference of $193.96.

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10206637, and find that this resolution is satisfactory to me.

Regards,

****** ****




















9/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 6/16/14: Early Monday morning my husband went to the York River to launch his boat for the first time this year. This is always a debugging trip for the boat every year. The drive from our home in Ashland, VA to York River State Park boat landing in Williamsburg takes a little over an hour. On the way, one of the tires on the boat trailer started smoking and ***** pulled over to find that the fender brace had broken and had fallen down on the tire, which was now flat and had to be changed. That was the first bug. After removing the fender and changing the tire, he continued to the road that winds down to the boat ramp where a stick in the road punctured a brake line and started draining the brake fluid. Bug #2.Without knowledge of bug #2, he successfully launched his boat and parked the big red van with the trailer. Since he was boating alone, he had notified me of his intention to be off the water by 1:00 p.m. and, up until that time, he was having a wonderful day playing with the new GPS and fish finder he had recently installed on his boat.At 1:00 p.m. he called me at work in Richmond to tell me that he had broken his arm and was about to be taken away by ambulance; and that I needed to get to the boat ramp immediately to stay with his boat and get our emergency roadside service to get the boat home, where it would be safe from the pilfering of his electronics and outboard. Bug #3. And, oh yes, theres something wrong with the brakes (see bug #2).I left immediately and arrived at the York River State Park boat ramp at 2:00 p.m. I found the boat safely on the trailer with the big red van parked just a few yards from the ramp. I immediately called the number on my Good Sam Travel Assist card and felt secure that they would be ready to come to the rescue. A word about this rather expensive program: the brochure lists many emergency services for folks who have medical emergencies while on the road with a towed vehicle, which had happened to us before; the logistics of which, proved to be overwhelming. The promise on which I was focusing at the moment was that they will return your towed vehicle to your home, so that you can deal with your medical emergency. This extra coverage program seemed prudent to us as we are past our prime. It gave us a sense of security that, when we need it most, there will be an agency there to help us through an emergency. After describing my situation as quickly as possible, the man on the other end of the phone began stuttering. I dont really know what to do usually the people who call have a truck that works and we just drive it home for them, but your truck has the brakes outso I dont know how to help you until you get your truck fixed maybe you should call your Good Sam Roadside Assistance program and then call us back after your truck is fixed. Well that might take days and I need to leave here shortly to get to the emergency room and check on my husband! Isnt that what this program is for?! Ordinarily, yes, but I dont know what to do. Ill give you a case number but I cant do anything until your truck is fixed. He gave me a case # 402-905 and I hung up feeling totally disappointed. Well that was a big waste of money. Immediately I pulled out the Good Sam Roadside Assistance card and dialed the number. A word about this program: ***** and I belonged to AAA for many years with no complaints, but we recently made the move to Good Sam Club because now our free time was spent towing our camper or boat to enjoy our nations state park systems, so it also seemed prudent. After going through their automated system, punching in all the right numbers and making the most logical selections, I sat in my car, on hold for about 15 minutes. Finally, I was connected and again described my situation. During this conversation I realized that I didnt have my key to the big red van in my purse! Bug #4. ***** had had the ambulance technician lock all the doors to the van, which only made

Desired Settlement: DesiredSettlementID: Refund I want my money back for this service and also for Good Sam Roadside Assistance.

Business Response: At this member's request, we have refunded both payments in full.   They were refunded $99.99 which is the amount they paid for Travel Assist on 3/12/14 and $114.95 whish is the amount paid for Roadside on 6/13/14.   The total refund to the member will be $214.94.  These refunds are being sent as checks, which should arrive to the member's home address within 3-4 weeks.   We have also sent a letter to the member explaining what action has been taken. 

8/19/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: SAVINGS CODE: TD-SE 219476My wife and I have repeatedly called the ###-###-#### contact number over several months and requested that Good Sam Insurance Agency (** ** *** ***** Winston-Salem, NC 27102-3199) STOP MAILING SOLICITATIONS for RV insurance. They have been repeatedly told that we SOLD OUR RV TWO YEARS AGO AND HAVE NO INTEREST IN THEIR SERVICE IN ANY CAPACITY. We receive lip service and they completely ignore our request. This is illegal -- a violation of consumer law! To be honest, we weren't thrilled with their service when we DID have it and fired them in favor of another carrier years ago.What does it take for your company to honor this valid request? Our information is to be removed from your sales solicitation database immediately and is not to be sold or in any way shared with any enterprise either internal or external to Good Sam.These solicitations are immediately shredded upon receipt. Lack of response will result in further pursuit of this issue until resolution.We appreciate your in advance and will expect confirmation by return e-mail within 10 business days (Friday, August 29) and a copy is retained for record.

Desired Settlement: Our information is to be removed from your sales solicitation database immediately and is not to be sold or in any way shared with any enterprise either internal or external to Good Sam. We require correction of this issue and will expect confirmation by return e-mail within 10 business days (Friday, August 29) and a copy is retained for record.

Business Response:

We've investigated Mr. ******'s complaint and have stopped all mail coming from Good Sam insurance.    I called and spoke with Mr. ****** to let him know that this had been done and I apologized that this had not been fixed earlier.    Mr. ****** seemed satisfied with this resolution.

7/31/2014 Problems with Product/Service | Read Complaint Details
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Complaint: In the early hours of July 4, 2014 our RV broke down on US 412 @ OK 88. We called the 800 number for dispatch and were told they would send a tow truck to tow us to Cracker Barrel as no mechanics could be verified to be available for repairs. We waited and no towing company called us. We repeated the calls to Good Sam Dispatch 3 more times after which we were told to just sleep in the RV along side the road and call again at 8 am. We had two children with us and the speed limits on the highway were 70 mph. While not in immediate danger, the situation was definitely precarious. In desperation, we called AAA. Within a 1/2 hour we had a tow truck at our site and were towed to a mechanic in Pryor, OK. On July 7, I contacted Good Sam via their website to let them know of our dissatisfaction with our encounter. They finally returned the call and made contact on July 14. Initially they tried to justify the behavior by saying services in the area were limited. This is inaccurate as we received services through AAA. In fact, the tow truck driver informed us that Good Sam had contacted him, but they were not pleased with his quote. So, to save a few dollars, they intended to leave us stranded at the side of the road. After discussing the issue with the customer service agent, we were informed this would be brought to the attention of the company in a meeting. We were not able to talk with people who could make decisions or rectify the situation. We requested our money back and were told that in the aforementioned meeting they would consider refunding a pro-rated membership fee.

Desired Settlement: We are requesting a full, 100% TOTAL REFUND, or the purchase by Good Sam of a membership in Coach Net! A pro-rated refund is insufficient as we did not receive any service, in fact, we would have been better off without the Good Sam Roadside Assistance. We also desire a written apology for the inadequate service leaving us stranded at the side of the road for hours.

Business Response:

We have tried to contact this member directly via phone to discuss their concerns, but were unable to speak with them directly.   We have researched the members concerns and found that the member had spoken with one of our Roadside coordinators in 7/15/14 and cancelled the membership.   We are refunding the member a total of $128.73.  Also, our dispatch team has extended formal letter of apology to member. We have left a voice mail for member explaining what we discovered as a result of our research.   Further we invited the member or their spouse to call our office directly to further discuss the events surrounding the disablement of July 4th

7/17/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: On Sunday, July 13, 2014, my family and I were traveling home from a baseball tournament when I experienced an alternator problem with my unit. After discussing with my wife on what to do, I called Good Sam Roadside Assistance to utilize the coverage that I have paid for. Talking to the Good Sam agent, I was given the option of a towing service or roadside mechanic service. I chose to get the towing service. She asked me if I had a preferred Service Provider and I chose PPL there in Houston. I had my wife call them to verify if they were open or close(This was on a sunday) and they were closed at the time. I let the Agent know that and asked her several times if they could still tow it there and she said yes. At that time, she said she had a towing company lined up and they would get it there for me. At that time, I contacted the Tow Provider and they told me it would be a couple hours before they would be there. We agreed that I would leave it there and they would get it around 5 or so. Later that evening, a Good Sam Agent called me back and said they were closed and what i wanted to do with it. I told her that I knew it was closed and that I made it very clear and asked them several times if they could still tow it and the answer I got several times was yes. At that time, the agent called the provider and made arraingments for the provider to store it at there yard and to have it towed the next morning and that Good Sam would cover the cost. This was told to the provider as well. This morning I get a call saying I am responsible for the cost now to tow it this morning. I had to pay the tow provider 650 for them to move my motorhome to PPl after him and I were told that it would be fully covered by Good Sam and they would pay for it. Not only am I very upset about this but after talking with the Tow Provider they are as well. We were both told the same thing and now they are coming back and saying they wont pay for it. Very Bad buisness on Good Sams Part.

Desired Settlement: I would like to be refunded the $650 towing cost that I had to pay. If I were told last night that I had to pay for the cost I would have made different arraingments like trying to find another service provider that was open to fix the problem. But myself and the tow provider were clearly told that Good Sam will cover it. The Tow Service made Good Sam call me to tell me I was responsible because he said Good Sam was wrong and he wasnt going to make that phone call.

Business Response:

We spoke with Mr. ****** and reviewed the root causes of the service failure and reviewed the steps we will take to ensure this does not happen to any member in the future.  I advised Mr. ****** we would reimburse him $650.00 which is what he had to pay out of pocket to the service provider.  Also as goodwill gesture, we upgraded his roadside membership at no cost to the member.

Consumer Response: Better Business Bureau:

Although I have not recieved my check for reimbusement, I have reviewed the response made by the business in reference to complaint ID 10131968, and find that this resolution is satisfactory to me. The resolution is satifactory but before the complaint is resolved I want the check.

Regards,

**** ******




















7/11/2014 Problems with Product/Service | Read Complaint Details
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Complaint: On May 26th my husband and l, along with our dogs returning from a dog show in Vallejo, CA, broke down in Jackson, CA.. . . . .we of course called our Good Sam club as we are members, trusting that they would help us……. this has turned into a disaster beyond belief..After numerous calls„ listening repeatedly to their“ messages, getting transferred to the right person to speak to, and then put on hold for sometime over half an hour, and finally told that help was on the way, however, the truck, needed to haul our vehicle was located in Placerville, CA and 'it would  a. few hours to get there. Okay, finally, help is on the way. ...we thought. With that, a good friend came to get my husband and some of our dogs to take them home. I was left with the RV…. About and hour later I received a call from the person who has the truck that was supposedly on his way....wrong. I was informed by him that his truck wasn’t big enough to do the job and wouldn’t. be' coming.....huh?‘ He advised that he would call Good Sam to let them know and that I Should also make the call to inform them of the problem. . . call, disconnect, call, disconnect, call disconnect, I can’t tell you how many times I listened to that stupid recording and was disconnected….. (a lot). It now is dark and I am still waiting for my husband to return, not to give up trying to reach Good Sam…. When suddenly my phone rings and it is the person who was supposed to haul our vehicle to begin with. Letting me know he hadn’t forgotten
me but that he was still on hold and nobody was answering…. I told him that too was trying to reach them and couldn’t get through…. He advised that we should call a hauler in Pioneer, CA closer to where we live, that they had a truck that could do the job……I finally was able to get through to Good Sams and was told they would try to find someone that could haul us to Pioneer, CA. I gave them the information that was given to me and viola, the contact was made and help was on the way again…. These folks called me to let them know that they were on their way ….. thank you god!

 
My husband returned at last and I was able to relate no him all that had happened. It took. about an hour before the other new truck from Pioneer, CA to arrive and about another hour to get it loaded. ....at least that amount of time…..it cost us $88.00 on our credit card, thank you! Good Sams took care of whatever other charges there were for this tow.

 

 

Chapter two:

 

We were informed by the garage in Pioneer that they wouldn‘t be able to look at what needed to be done until Friday, Okay. . .Friday came and we got the phone call that they couldn’t do the repairs that it needed to be taken to Freightliner for repairs….they are in Sacramento, CA …..here we go again. Called Good Sams, yep, same recording …..trying to make it short, after being told that because we suggested towing
to the garage in Pioneer, CA that Good Sams would not be responsible for the charges of $1,000.00 to Freightliner in Sacramento. They would take about $700.00 and the rest to be paid to the truck driver. Okay, no problem….. put it on the credit card, here is the number …. Wouldn’t go through, the lady on the other end said they were having problems with their computer and she was certain it was because of this that the card wouldn’t go through, after several calls along these lines, it was quite evident that this wasn’t going to happen and I took it from there to try to place funds where it was needed to make the card work…. Gets kinda crazy and if you’re confused, imagine where my head is at….We had do to it the “easy way” Call Good Sams, listen to their recordings, put on hold, you’ve got it. My husband appears after a good long time of me phoning, etc. he tells me we can put it on this other credit card and there shouldn’t be a problem……I get a bit
confused from here on out, but I did finally get through to them and they took the card number, took our money, whatever that amount was and because of the hour, couldn’t get it towed until Monday? I think…. This happened on that Friday, I was told to call the towing company to let them know and to set up a time, which I did. Originally I was told between seven to eight o’clock in the morning but to check back Monday morning which I did. I was then told that it wouldn’t nu until 12:00 – 12:30 that day….. Okay ……because mu husband has the
keys, be left here at about 11:30 and was at the RV by 12:00 and would call me when they would be on their way….. I waited ….. and waited …..and waited ….at 4:00 p.m. thinking my poor OLD husband forgot to call me and that he was in Sacramento……. NOPE, not so …..the truck never arrived and that he (my husband) was very hot and tired and was coming home…..my husband is 75+ years old……of course he is hot and tired with the kind of runaround we were getting plus the very hot days we are experiencing….I call to Sams Club once again, frustrated,
angry and using the best terminology I could muster so that someone there would know how angry I am…..I am calling to cancel with that tow vehicle they were sending that we have another for the same amount of money and would you please put that money back into my account. WHAT???? And hearing please Mrs ***** calm down…..we are cancelling the tow vehicle and we are refunding your money but it
takes about five to seven days for it to get there. It goes on and on from there, I am in hysterics and it is a wonder that I am not having a coronary by this time…..comes today, this morning and mind you, I still get hysterical having to speak of it again…..

Desired Settlement: Refund

Business Response:

We spoke with Ms. ***** and apologized for any communications or service failures that she experienced. Apologized for the poor service, reviewed the steps we will take to ensure this does not happen to her or any member in the future, and advised Ms. ***** we will be sending a refund of $912.00 for second tow.  We confirmed that the Ms. ***** was satisfied with this solution and gave her our direct contact information should any other questions arise.

3/22/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Good Sam is selling and sharing my name and address without my knowledge or consent. I have never done any business with Good Sam and have never authorized them to put my name on any marketing lists to share, sell, or provide to their affiliates for marketing purposes. I received a marketing flyer from Camping World of Akron, OH last Friday. I contacted Camping World and informed them to remove me from their mailing list. I asked where they got my information because I am registered with the Direct Marketing Association opt-out program. I was advised that they got my information from Good Sam because I share a household with a Good Sam member. This is a violation of my privacy. My sister, who I do live with, does have a Good Sam membership. She herself has asked Good Sam to stop sharing her information as she was getting a load of junk mail from Camping World and other such companies. Now they're abusing my personal information. I do not use Good Sam, would never use Good Sam and have not authorized them to share, sell, use, or distribute any personal information about me, including my address. I want my name, and all related metadata about me purged from Good Sam's databases and marketing lists immediately and written confirmation that it has been done. I am lodging a complaint regarding their marketing practices with DMA.

Desired Settlement: Purge my name, address, and other data from your website and provide written proof that you have done so.

Business Response: At Ms. *****'s request, I have written her an email confirming that she has been removed from our database.  I explained in this email that because we prepare some of our mail in advance, it may take 3-4 weeks for all mail to stop, but that she should not receive any more mail from us after this timeframe.   In additon, I did reassure her that we did not sell any of her information.     As Camping World and Good Sam are the same company, we will mail under these different entities, but we do not sell our members’ information to anyone outside of our immediate company.  

3/20/2014 Problems with Product/Service | Read Complaint Details
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Complaint: My issue is that on oct 4, 2013 I purchased your ESP for my RV. I hardly ever go anywhere in it so it sits in my driveway. I start it every three or four months to keep the battery up in it. I also will run the generator to keep it in good condition. WEll a couple weeks ago I tried to start it and it would not. I called you to see if it would cover a fuel pump if that is what was wrong with it. I was told yes. I arranged to have it towed to an "approved" garage. Since then which was on 3/10/14 I have been given the run around. Yes no yes no. The mileage was not current., OK I got that taken care of then it was that the thing was preexisting condition. Gee how did it start all those times I moved it out of my way to mow and up to where a hose would reach to wash the RV. This whole process makes me think you are just another predator taking people's money and not doing what you said you would. Repair those things that go bad.I am disgusted by you calling or rather insinuating that I am untruthful or any other derogatory adjective. Please take care of this. I was told now that I will have to pay $50.00 to leave this ripoff of yours. Do I have to go hire an attorney to get any of this straightened out? I am not a liar or thief and am offended to the bone by your treatment of me.

Desired Settlement: reimbersment for repair bill and wave the $50.00 cancellation fee. i need an apology from those who accused me of fraud. there is no reason for me to keep the policy that refuses to respect me and honor their responsibility to me

Business Response: Spoke with this member this afternoon.   Ms. ***** was very upset and stated that she felt Good Sam had called her a liar.  I apologized on behalf of Good Sam and told her we never meant to imply she was a liar.   I offered to email her forms to submit her claim to our review board to be considered for reimbursement.    These forms will be emailed to Ms. ***** this afternoon.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9973696, and find that this resolution is satisfactory to me.

Regards, 
********* *****





















11/13/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Pre-Paid for 3 of Good Sam roadside service in 2012. use to be with AAA. tried to use their service for the first time on 10/18 and then on 10/20. Both times the experience was horrible and no actual assistance was given to us. Had a flat tire on the truck the I was using to trailer my toy hauler. Called for assistance and after waiting 45 minutes to get a confirmed time from someone to come out I decided to change my own tire, this was on the side of a 91 fwy with my wife and two kids in the car. Second time, 10/20 we lost a tire on the Trailer, has 2 on each side, one wheel and tire completely fell off, called to have to towed home, since we were less then 30 miles away from homeAll I kept getting was no, they can't, they can only tow it to a nearest repair location. This was at 3pm on a sunday, when asked what location is that, all we got was we have to search for oneIn the past with AAA, they would tow us unto 100 mileswhatever locationSo after giving up on this we drove home 50 at MPHWhat a HORRIBLE serviceI'm switching back to AAA soon as I can...

Desired Settlement: Requesting a FULL refund, since never used the service and when trying to use it was unable too...

Business Response: Our roadside assistance coordinatlros spoke with Mr. ***** on 10/28.  We apologized to the member for the service he received.   In addition we reviewed with him the steps we will take to ensure this doesn not happen to him or any member in the future.   As an apology to the member, we have extended his membership by 1 year and upgraded his membership level to platinum.  The member indicated he was satisfied with this resolution.

Business Response: We have spoken with Mr. *****.   We came to a resolution of cancellnig and refunding the membership in addition to the $89 already promised.   Mr. ***** was satisfied with this resolution.

Consumer Response: Complaint: 9774475

I am rejecting this response because:

 
"We came to a resolution of cancellnig and refunding the membership in addition to the $89 already promised"

I have yet to receive the refund...only received the $89 check so far...

My Cell ###-###-####

Regards,

****** ***** 





























10/31/2013 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I have a complaint both with roadside service and the extended warranty they sold me I was driving from great falls, mt to Crecent city, ca on 7-21-13. I called roadside assit for help because my 5-wheel lost it breaksthe next morning the send out ark mobile rv repair after pending 350.00 out of my own pocket the tech said when you find out whats wrong with it I would lik to know. I called the next day to find out if there were any shops around and the told me their was one at Junction city or. I called with thye number provided and said I was on my way and would be there in 2 hrs.the guy on the phone told me no way its a 4 -5 hr drive and I ask him where he was at and he saqid outside of Portland. this is after we were already on the way to Junction city. Junction city is closed so they just had their phones forward to Portland. that covers te roadside assit.the good sam extended servicer plan is far worst. I called them for refrig repairs and air cond problems and they told me I could go anywhere I wantso I went to Martin's rv service center in great falls they fixed the refig and the water leak in the main holding tank I paid them and sent the bill to good sams for payment that is from 3-29-2013 still no checkI talked to **** at good sam serval times and his story changes everytimeHe told me there is limited places where you can go in montanta and is askedhim for my money back for the warranty. He said I will call you back(never does) so I wait for a few weeks call again I think if no want wants to take good sam warranty in the great falls area they should h]not sold me a policy for the trailer

Desired Settlement: My extended warranty that they haven't paid one dime on

Business Response:

Mr. ******' Extended Service Plan claim is still open and authorized; we have requested that Mr. ****** submit required information that was missing from the original claim.   On 5/22/13 we sent Mr. ****** a letter requesting this information.   On 8/14/13 an invoice was received which contained only the VIN # and the labor rate.   The following information was still required but not received:   Part Numbers, Requested Warranty Information, Cause of Failure for Both Parts, Requested make/model of refrigerator, and Requested Manufacturer on Fitting.   We advised Mr. ****** multiple times (on 8/12/13, 8/22/13, 9/18/13 and 10/21/13) that the additional information was still required to proceed with processing the claim.   When Mr. ****** requested a full refund on the policy on 10/21/13, we did explain to him that the best we could do would be to backdate the cancellation on the policy by 30 days.   At this time, Mr. ****** ended the call with our representative.  

In regards to Mr. ******’ concerns with his Roadside Assistance, we have initiated an internal action to review the events of his call. 

10/9/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased extended warranty coverage for my motorhome in April of this year because I thought it would be prudent on my part to protect myself from the possible eventuality of an expensive repair due to a breakdown while traveling. The plan was purchased from Good Sam Club. I believe they have an underwriter by the name of QBE of Europe. Having this coverage was important because we did not have any extra funds of consequence to cover an emergency situation such as this.While we were in California, and starting our return trip to Minnesota, our motorhome broke down on the multi-lane 215 freeway heading north. To date, the extended warranty company has said they will cover the failed water pump, but they would not cover the engine because their findings indicate the driver (myself) was at fault since the engine failed because it overheated as a result of me not pulling over and shutting down the engine to prevent the damage. I strongly disagree with this decision and view it more as a self-serving decision that was made to avoid paying a potentially expensive claim. The failed water pump caused the engine to fail! This cause and effect relationship is brought up in their literature when they emphasize (I am paraphrasing here) that if a non-covered part fails and it subsequently causes a covered part to fail, then neither the non-covered part nor the covered part would be covered in that instance. This is very obviously a provision to serve their interest. In my situation, they have acknowledged that the water pump failed and would be covered; however, they have declined coverage on the engine, a normally covered part, even though its failure was caused by the water pump failure! They are instead reaching and with a self-serving interpretation claim that the driver caused the engine to fail. Their assertion is absurd; it is again made with their interest in mind!I will now provide a detailed summary of the events surrounding the failure of the engine to include information regarding conversations that apply.On July 22, 2013, while driving on the 215 highway during rush hour traffic, a little bit south of March AFB, I had a mechanical problem with my motorhome. I had encountered several hills while driving this road. Each time, my water temperature gauge rose a small amount while going up the hill, but it went down when I reached the crest and started down the hill so this appeared to be normal behavior. The same thing happened when I ran into the problem.While going up this last hill, the engine started running rough. When that happened, my immediate thought was to get to the shoulder; I could not because I had traffic all around me. I let up on the gas pedal and checked my instruments. I found the tachometer was jumping up and down, the oil pressure was normal and the water temperature had risen again just like it had on the previous hills. The two semi-trucks between me and the shoulder were still there but gaining ground, probably due to me decelerating. As the last truck cleared me, the engine stopped running, and I saw the temperature gage had red-lined. At this point I no longer had power steering. I had my turn signal on, but the car to my right-rear was not giving ground. Finally, since it looked as if I had enough room, I coasted into the right lane and then onto the shoulder.We called our insurance company to get a tow. We also made arrangements to have an on-site mechanic come out to assist us because at this time we were hoping it was a busted hose or something of that nature. We were towed to a cul-de-sac about two exits north of where we were stopped. We spent the night there, and waited the next day until about noon when the mechanic showed up. He removed engine cowling inside the vehicle, and added water to the radiator. After it was full, he started the engine, and shut it off almost immediately. There was a lot of noise and water was spewing out all over the place. He said, I cant help youyour engine is shot. I paid him his fee and he departed.Next we called the insurance company again to get a tow to place that could work on the engine. We were towed to Crest Chevrolet in San Bernadino, CA. The first mechanics assessment was confirmed by the people at Crest Chevrolet. At this point, it was too late in the day to contact the people at Good Sam Club to initiate a claim on our extended service plan.The next morning the mechanic contacted Good Sam and was told that the engine had to be torn down to the point of failure. The mechanic told me that could cost as much as $3000 just to tear down the engine. I did not have any choice except to go ahead with this; I felt the engine surely would be covered under the plan so Good Sam would pay for this expense anyway.It was at this point my wife and I decided to rent a car and head home. There were three reasons for this decision. First, it would likely be on the order of a week before the process of tearing down the engine, taking pictures and emailing them to Good Sam and finally getting an okay from them for the repair ( at this time, we were still thinking there could be no decision other than for them to cover the engine repair). Secondly, once the okay was given, it would take maybe two weeks to order, receive and install the new engine. So we just were not going to wait for that process. Thirdly, we had to be back home because our daughter was scheduled to start summer practice for high school swimming. Since we did not have a place to stay locally, we felt comfortable with the decision we made because our extended service plan had provisions for a rental car, meals and lodging.On July 31, 2013, I received a call from the mechanic at Crest Chevrolet. He told me an inspector had been there and had submitted his findings to Good Sam. Those findings were: the water pump had failed and that is a covered part, but the engine would not be covered because the engine failure was due to overheating and that was because the drive

Desired Settlement: I think Good Sam should be required to replace my engine immediately. Additionally, since this process has been dragging on excessively, they should also be required to pay for any storage fee that may be assessed by the dealership where my motorhome is currently stranded. They should also be required to pay my expenses associated the rental car, lodging and meals that were required for me and my family to return home.Finally, I would really like an apology from them for their greed!

Business Response:

Dear *** ******: 

 

Thank you for taking the time to contact The Good Sam Extended Service Plan regarding the recent claim to your Motorhome. 

 

We at Good Sam take the satisfaction of our customers very seriously and strive to provide our customers with one of the most comprehensive breakdown programs in the industry today.  The Extended Service Plan is the only program that is a true insurance product underwritten by an A+ rated carrier.  Since we do offer an insurance product, not a warranty, we are bound by the Terms and Conditions of the policy. 

 

After a thorough review of the claim on your engine and a review of the inspection notes it was found that the engine cylinder heads were warped due to overheating. The overheating was caused by a lack of coolant, due to the failed water pump, and the continued use of the engine in a failed state. The Terms and Conditions of the policy are very specific regarding eligibility for coverage. It is stated in the policy under General Exclusions

 

 

.               • Any loss due to continued operation in a failed condition. 

 • Any loss resulting from inadequate amounts of coolant, lubricant, or fluids. 

 

 

In light of this information we have no choice but to stand behind our Claims Administrators denial of the claim and will not be able to provide you with any further assistance toward the claim.    

Business Response:

Mr. ******,  

We apologize that you are not satisfied with the answer you received.  We do take the concerns of our customers very seriously and while you did not feel safe to pull off the road this in turn caused additional failure that are specifically not covered by the terms and conditions of the policy. Since we do offer an insurance product, not a warranty, we are bound by the Terms and Conditions of the policy. In the Terms and Conditions of your policy under “General Exclusions” it states:  

           Any loss due to continued operation in a failed condition. 

            Any loss resulting from inadequate amounts of coolant, lubricant, or fluids. 

We also understand your frustration with the tear down process, which is needed in order to determine exact cause of failure to determine coverage. I will review your exact circumstances with our claims office to ensure that this was handled correctly.  

As a benefit to our customer’s we do offer a review of claims if they felt it was not handled properly. This is handled outside of the claim administrators by Good Sam. Since it is handled outside of the claims administrators we do require that the claim is paid because we do not have any means to pay shops directly and want to ensure that the repairs are completed. 

If you have additional concerns we would be happy to address them with you directly, but we unfortunately still stand by our claims administrator denial of the claim.  

Consumer Response:

Complaint: 9690686

I am rejecting this response because it does not address the concerns I have expressed in prior correspondence.

The text of my complete response can be seen in the included attachment.

Regards,

***** ****** 





























10/7/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: August 25th on the Good Sam website there was an advertisement "RENEW YOUR MEMBERSHIP NOW AND GET ONE MONTH FREE CAMPING" "RENEW NOW" "OFFER ENDS SEPTEMBER 2, 2013". Ss to me this was a great deal and I renewed my membership for three years for $59. After renewal I didn't see anything about the free month camping so I emailed Good Sam. The response I got back was "Thank you for contacting Good Sam. This was a typo and the offer is 13 months plus a free night of camping. Sorry for the confusion." I didn't need to renew at this time and the only reason I did was for the free month of camping. I then received a free night camping certificate in the mail and it said a free night, but was limited to $25 which is less that it usually cost me for a night of camping. All the way around there is false and misleading advertising from Good Sam. I have sent them an email about getting my money back, however on the Good Sam website they state that "Membership fees are non-refundable".

Desired Settlement: I want them to cancel my renewal and refund the $59 I spent to renew.

Business Response:

Mr. ********,  

We would like to apologize for the misinformation and inconvenience we caused you. We have refunded your $59 membership, plus the additional $13.33 for time remaining on the membership as of 9/6/2013. We also left your membership active (at no cost to you) through 5/31/2014. We left you a message at the phone number on file to confirm that you received the refund. If you have any additional questions feel free to give us a call.  

Regards, 

Good Sam Club Team  

9/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July 28th, 2013 and about 10:15 I locked myself out of my home for 6 hours due to the fact that the batteries on the combination pad lock had drained out without my knowledge as the pad lock did not warn me of bad batteries, therefore, I was left outside of my home for 6 hours while I was trying to get this issue solved by calling my roadside assistance, the "Good Sam Auto Roadside Assistance to send help to open my home.In order for me to get "Good Sam Auto Roadside Assistance" to call a locksmith I had to pay them an extra $50.00 on top of the Yearly $89.00, plus a $45.00 (which I have a receipt), I had to pay out of my own pocket to get a locksmith on my as the locksmith they had sent over took two hours trying to get my home opened and which he wasn't successful. The locksmith which "Good Sam Auto Assistance" called initially did not have any success in opening my home. Harlee's Key Service, 218 Asturias Ave. Laredo TX 78046,serviceman spent two hours trying to get it opened, to no avail.The locksmith which I was force to call on my own, Easy Access Key Service was very successful I might add that he only took 3 minutes to get my home opened, very professionally, which I might add, had to pay him $45.00 out of my own pocket.After the two hours that Harlee's Key Serviceman had tried to open the doors without any success, the lady driver came up to him and order the serviceman "to leave since he had not been successful to open the doors and to leave me and for me to call my road service company and to let me take care of it".At this point and time I called "Good Sam Auto Roadside Assistance", my roadside service provider and the lady that answered my called, Mary Beth, just told me "that they could not send another locksmith since the one they had already sent could not open my home. She told me to call my home security service provider and to see what they could or to call the police dept. They did not fulfilled their service and left to fend on my own. Product_Or_Service: 06/01/2013 Order_Number: 28749879 Account_Number: *********

Desired Settlement: DesiredSettlementID: Refund I would like to have "Good Sam Auto Roadside Assistance to release me from the contract and to refund me the following; $89.00 for my membership fee, $50.00 for the up-grade so that they could send me a locksmith and my expense for the locksmith which I called on my own to open my home and which I have a receipt for the amount of $45.00. Total amount of refund in all is, $184.00. and let's not forget my release from the contract from "Good Sam Auto Roadside Assista

Business Response:

When Mr. ******** initially called Good Sam Roadside Assistance, to report that he was locked out of his house and required a locksmith, the membership that he had did not cover home lockouts. We offered to upgrade his service for the additional $45. At that time we dispatched a locksmith who was unable to unlock Mr. ********’ home.  Mr. ******** then called a second locksmith who was able to unlock his house, which he had to pay $45 out of pocket for the service. We have since spoke with Mr. ******** to rectify this situation and apologize for the poor service he received. We reimbursed Mr. ******** for the upgrade in membership and the $45 for the second locksmith. 

8/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My family and I took a cross country this summer and traveled from Ohio to California in an RV. Two weeks before we left we purchased all new tires, had our RV serviced & bought Good Sam Roadside Assistance. It wasn't long until we needed the Roadside assistance as we blew what we thought was one back tire in Arizona. We called Good Sam for help and it was brutal. The length of time that we waited was inexcusable but aside from that they finally sent someone. I had to pay $540 to Good Sam over the telephone with my credit card. I wasn't exactly sure why we had spent the money on Good Sam since they charge for service for someone to come out ($130)plus the cost of the tire, but at that time I just wanted off the side of the road as where we were stuck was quite dangerous. When the repairman came to our rescue our dually tire was also flat. We followed the repairman back to the shop w/ our older spare on to get a tire to replace the 2nd tire blown. Once all was said and done the manager had called Good Sam and they refused payment for the tire as they said "we were no longer stranded". So, we had to pay an additional $357 for the second tire. Very long story short we blew another tire in California and the repairman there told us that the tires did not have the valve stems tightened and that is why our tires were blowing. Once back home we called the business that had originally put on our tires and they agreed to refund our money but we needed the receipts. I had not received any receipts from Good Sam so I called Customer Service. Customer service said it would take 7-10 days but I needed it sooner so they told me to call Dispatch. I called Dispatch and they took my information and said they would call me to confirm everything and get the receipt to me. I just called again after 2 weeks and a CS rep named Carlos told me that my requests were not even noted!!! I requested the receipt again but my experience with Good Sam has been AWFUL!!

Desired Settlement: I would like the receipt sent to me as soon as possible with a written letter to the Tire Company (Discount Tire) an explanation of why it took so long to receive a receipt. We look like fools trying to collect on an accident and not showing receipts in an appropriate amount of time! Also, I feel we deserve a credit on our second tire if not the entire amount of our tire (Good Year, Great West in Arizona told us they typically cover the second tire).

Business Response:

Good Sam has no record of a request for the receipt other than the one showing that we sent a receipt for the additional fees to your Galena OH address on 8/1/2013.  We have addressed the other issues with the representative(s) that you spoke to during your request for assistance to ensure that this doesn’t happen to you or any other member in the future. We would like to offer a one year extension as part of the resolution to your complaint .  Please let us know if you would like to accept it and we will process the extension and have new cards out to your Galena OH address within the next 10-14 days from receipt of your response.  Again we apologize for the lack of service and look forward to regaining your trust going forward. 

Consumer Response: Complaint: 9641776

I am rejecting this response because:  I suggest you pull all voice records concerning this issue from the phone calls I made.  There were four separate requests for this receipt and many times I had to speak with both the dispatch office and the customer service office.  There is DEFINITELY a problem with your customer service if my calls were all ignored.

Regards,

**** *****




























Business Response: Your rejection has been noted and we have withdrawn the extension as part of the resolution to your complaint .  Again we apologize for the lack of service and look forward to regaining your trust going forward.


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