Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 03/27/23, my wife and I purchased a new 2023 Keystone Cougar Half Ton 25RDS Travel Trailer from Camping World, in ******, **. At the time of this transaction, we purchased a five year Good *** **************** Plan, for the price of $3,995.00. On 06/08/25, while preparing our unit for travel from a campground in ******, **, we heard a loud noise from the rear of the trailer and felt a sharp movement as we were retracting the passenger side rear stabilizer unit. Upon inspection, we observed where the stabilizer arm had collapsed and had bent from its original formation. On 06/09/25, I contacted the ******************************** in ******, **, and spoke to a Service Tech. He scheduled me an appointment for inspection at their facility on 06/30/25. Following this inspection, the tech informed me that he would be submitting a claim under the aforementioned extended service plan to cover the repairs.On 07/03/25, I received an email message from Camping World advising me that the Good *** **************** Plan administrator was denying the claim wherein they stated, "Our records indicate the failure was caused by physical damage. This failure does not meet the contract's definition of a "Mechanical Breakdown," which means the failure of any part covered by this contract to perform its intended function(s) in normal service." The reason for this denial of coverage is unreasonable and unacceptable and we are requesting an immediate reversal of this position and the prompt repair of our unit. The stabilizer arm failed and collapsed due to no fault of ours and should be covered under the service agreement contract. We are respectfully requesting your assistance in resolving this issue and getting these necessary repairs completed under the terms of this extended service contact in a timely manner. If claims are not going to be honored, then we are requesting a complete refund of the money paid for this extended service plan policy ($3,995.00).

  Business Response

  Date: 07/16/2025

  Please allow this letter to serve as conformation of receipt by ************** of your correspondence dated July 14, 2025, related to the above referenced complaint filed with the Better Business Bureau by Mr. **** ******* (Claimant) concerning his Good *** **************** Plan Travel ******************************************** Agreement #CE9F432B2B8 (Agreement) regarding his 2023 Keystone Cougar (Vehicle). We reviewed the complaint information forwarded, plus the claim and assessed our actions ensuring compliance with the Agreement. We thank you for allowing us the opportunity to respond to the Claimants concerns raised.
  
  As an initial matter, the Claimants Agreement is not a guarantee, nor a warranty, but rather is a vehicle service contract subject to the terms, conditions, limitations, and exclusions contained therein.
  
  By way of background, the Claimant delivered the subject Vehicle to Camping World Sales Apollo (Repair Facility) on or about June 30, 2025, because of an abnormal noise to the rear ****s and noticed bent parts within the ***** The Repair Facility filed a claim the same day utilizing our Online Claims Portal reporting, customer states when he put his back ****s up yesterday it sounded like a loud bang. said there are 2 rods bent underneath and diagnosed Rear stabilizer **** failed and bent. Both sides of **** are bent beyond repair. Will need to replace entire unit the stabilizer arm failed at a point where a bolt goes through the arm. The customer was putting his stabilizer ****s up after the weekend and states when it was going up it failed and snapped. He states that he did not level the camper since they are not leveling ****s. The Repair Facility recommended,replacement of the rear stabilizer ***** Our ***************** requested photographs of the area in question, in which the Repair Facility presented multiple photographs of same.
  
  Upon receiving the photographs, our ***************** evaluated all information obtained through discovery and issued claim denial[1] in accord with the Agreement terms and conditions. On July 2, 2025, our office received a telephone call from the Claimant inquiring about the claim *********** that time, our **************** Department Agent advised the Claimant that the claim would be reviewed by a Supervisor. Our ***************** Supervisor evaluated all information obtained through discovery on July 7, 2025, and determined that the claim decision was correct.
  
  In closing, the photographs provided by the Repair Facility document the stabilizer arms for the rear **** were bent at a fulcrum point of the **** **** The arms should not bend during normal operation and the orientation of the bend is not consistent with this occurring during retraction of the ***** This appears to be physical damage of the rear **** and this condition is specifically and expressly excluded thereunder the Agreement. The desired resolution cannot be issued because the Agreement has surpassed the sixty (60) day period from purchase, which would allow for a full refund, if the Claimant so desired to cancel. The only availability would be a pro rata refund, which would be issued to M&T Bank, the Lienholder. The Claimant would need to contact Camping World Sales ****** to initiate the pro rata refund.
  
  We appreciate the opportunity to review and respond to your concerns. With the information provided in this correspondence, we trust this matter is now resolved.
  
  By responding to your inquiry, ******************************* does not waive, but specifically reserves any and all rights and defenses it may have under the service agreement and applicable law.
  

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23596381
  
  I am rejecting this response because:

  The part in question failed due to no fault of our own.  It should be repaired per the terms of the policy agreement.
  

  It appears that Assurant is a typical insurance company   They have no problem taking nearly $4,000 for their coverage and then when a claim is filed they do everything they can to deny the repair coverage.  
  

  We are very upset with Assurant and will get the word out that they operate a scam and they should be avoided at all costs!

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

• Initial Complaint

  Date:07/12/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been with good **** for long time pay my bill on time every month and need a tow waiting in traffic for over 5 hours and no one has come they text me sed tow truck was dispatched but weve called 5 times no one can tell us when I want my mine back that I have paid them for this service good **** is getting really bad if I didnt pay my bill they wouldnt like that the one time I need help and its in my agreement that they tow us and will not give us an answer

  Business Response

  Date: 07/16/2025

  Thank you for the opportunity to respond to the complaint submitted by Mr. ****** regarding his recent service experience with Good *** Roadside Assistance.
  
  We want to begin by sincerely apologizing for the delay, misinformation, and lack of communication during this service event. Waiting for assistance for several hours without a clear update is absolutely not the experience we strive to provide - especially during an already stressful situation.
  
  We have carefully and thoroughly reviewed all calls associated with this request and acknowledge that the level of service fell short. We are addressing this internally and will be providing coaching to the agents involved to ensure a better experience for our members moving forward.
  
  We value your long-standing membership and deeply regret the frustration this situation has caused. If any out-of-pocket expenses were incurred as a result of this delay, we encourage you to submit a claim for reimbursement consideration at: ***********************************************.
  
  Again, we apologize for this breakdown in service and appreciate the opportunity to make it right.

• Initial Complaint

  Date:07/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for a plan that said I had unlimited towing to for my RV to get it fixed and then when I called them when my RV broke down, they tried to charge me $845

  Business Response

  Date: 07/02/2025

  Thank you for the opportunity to respond to the complaint submitted by ****** ******** regarding their recent roadside assistance experience. We understand how important it is to have clarity around coverage, especially during a breakdown, and we appreciate the chance to review the matter.
  
  The Good *** Platinum Roadside Assistance plan does include unlimited towing to the nearest independent professional qualified service center capable of making the repair. As outlined in the Member Benefit Brochure:
  Good *** pays for the delivery of your vehicle to the nearest independent professional qualified service center capable of repairing your vehicle.
  If you make any request for your vehicle to be taken to a location other than the nearest independent professional qualified service center, including your home, the mileage fee (for the distance in excess of the nearest licensed independent professional qualified service center) will be at your expense.
  
  Additionally, the brochure states:
  Each disablement event is limited to a maximum coverage amount of $1,500.
  
  In reviewing the recent service request, we show that it was completed successfully and within the coverage limits. No out-of-pocket expense was billed through Good ***. If a payment was made directly to the service provider or if there is documentation indicating otherwise, we encourage the submission of a reimbursement request at ******************************************************* we can review it.
  
  We hope this helps clear up any confusion and are happy to assist further if needed.

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23541671
  
  I am rejecting this response because:
  Yes, my recent toe was successful because I had it towed 3 miles away to a place that did not fix it and now Im stuck on a street in ******* 1000 miles from my home unable to get my RV towed to where I needed to get fixed so I had to buy AAA because they are willing to tow it to where I want it towed I needed it towed to a place that would fix it. It was within the ****************************************************** they would do it for 560 so this is all a blown up Scam. To resort to not being on the side of the highway dangerous with vehicles flying by me I had to just get it towed off the highway to the nearest service facility that is not able to fix it and hear days later I am still in my broken down RV parked next to an auto dealership that is unable to fix it. You left me stranded that was not our agreement you left me stranded. I am still stranded. I am stuck here on the road with my broken RV and AAA is going to tow it. I completely decline your letter. I completely decline and dispute your response. 
  Sincerely,
  
  ****** ********

  Business Response

  Date: 07/15/2025

  Thank you for the opportunity to respond further to Ms. ****************** concerns regarding her recent roadside assistance experience.
  
  We understand how challenging and stressful it can be to experience a breakdown - especially far from home - and we truly empathize with the circumstances. Our goal is to provide timely, effective support while ensuring our members understand how their coverage works.
  
  Upon reviewing the service request and related call recordings, we can confirm that the original tow destination provided was a campground. Our agent explained that the membership benefit covers towing to the nearest independent professional qualified service center capable of making the repair. Our agent offered to contact nearby repair facilities to confirm their ability to address the spark plug issue causing the disablement. This offer was declined, and Ms. ******** instead provided an alternate address of a repair facility she had already spoken with independently.
  
  We honored that request and proceeded with the tow to the location Ms. ******** identified as capable. Based on that information, and in keeping with the guidelines of the membership, the service was completed successfully. This is the first indication - at the time of this writing, two weeks from the service date - we've received that the requested facility was unable to perform the repair.
  
  As outlined in the Member Benefit Brochure:
  If you request to be towed to a location, you will not be entitled to any additional towing services for the same disablement.
  
  Because a tow was already completed to the destination selected by the member, coverage for an additional tow for the same breakdown is not eligible.
  
  We understand this may not be the outcome *********** hoped for, and we regret the continued challenges she's facing.

• Initial Complaint

  Date:06/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased the good *** membership on 3/14/25 at camping world in ********. The salesman reviewed the percs that went along with the membership , which included the 20 free night stays at gs campgrounds. I called customer service on 5/21/25 to inquire on how to obtain the free night stays & was transferred to a supervisor , after confirming my email was told I would receive instructions on that day 6/14/25 I phoned gs customer service line again to inquire how to obtain these free nights after being transferred several times I was told I would receive an email again on how to obtain these free night stays. After not receiving an email again I called on 6/18/25 on this day was told I was being sent to leadership and would receive a phone call on this day. I did not. I phoned customer service again on 6/19/25 asked to speaker with a supervisor. A supervisor called me back & said I need to attend a resort presentation in *******, I live in **************, she said I filled out a card for this , I explained I did not fill out a card. I explained this was offered in the sales pitch to purchase the gs membership & that I have it in writing on the gs brochure. She said the only way to receive the free nights was to attend a presentation. I told her no one ever said this in any conversation that I have had with good ****.

  Business Response

  Date: 06/27/2025

  Thank you for the opportunity to address this customers concerns. We have also reached out to the customer via phone and email. The annual Good *** Elite membership is $149 per year, but the customer was given 3yrs complimentary at the Camping World Dealership. Since there was no charge for the membership, there is no refund available, but we have directed the customer to a full list of benefits on our website. There are numerous options for discounted camping, including 10% off at ***********************, and unlimited free one night stays at many unique boon-docking destinations across the country. There is also a partner offer that provides a 21 night stay at a Coast to Coast resort, but that is limited to specific locations and does require customers to attend a sales presentation for a private RV membership camping program. If the customer has questions about how to take advantage of any of these offers, she has been provided with a direct contact via email or can contact *************** at ************.

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23492495
  
  I am rejecting this response because:
  We did not receive the 21 night stays at a good **** campground that we were told we would receive with the membership.
  Sincerely,
  
  **** *****

  Business Response

  Date: 07/09/2025

  We have been in contact with the customer directly and understand she dissatisfied with the complimentary membership. We have advised that she is under no obligation to keep it past the free year, and confirmed that she didn't pay any funds for the membership in question. The 21 night free offer is something separate, offered by Coast to Coast, and is not included in or related to the free membership. At this point, we have provided the customer with all the information on how to take advantage of all benefits  and offers available to her and since there is nothing to refund, we consider this matter closed.

• Initial Complaint

  Date:06/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I WOULD LIKE THE BBB TO LOOK INTO THE HIDDEN DETAILS OF THE GOOD SAMS ROADSIDE ASSISTANCE PROGRAM. I RECENTLY USE THERE SERVICE FOR A FLAT TIRE ON MY MOTOR HOME. I HAVE TIRE REPLACEMENT POLICY ALSO. I CALLED FOR SERVICE AND THEY COULD NOT FIND A TIRE FOR THE REPLACEMENT SO WE SPENT THE ***** AT A HOTEL NO PROBLEM . THE PROBLEM WAS WHEN THEY CHANGED THE TIRE OUT THEY PAID FOR THE TIRE BUT DID NOT COVER THE LABOR COST . HOW CAN YOU OFFER ROADSIDE SERVICE BUT NOT COVER THE COST THAT INCURS WHEN THEY CHANGE A TIRE . I THINKS IT FALSE ADVERTISING FOR THEM TO SAY IN THERE ADS THAT YOU HAVE ***** OF MIND AND NO UNEXPECTED EXPENSES. PS THEY TAKE YOUR MONEY THEN SEND YOU THE DETAILS IN THERE MBB AFTER THE **** VERY DECEIVING AND MISS LEADING . THANK YOU FOR LOOKING INTO THIS PROBLEM.

  Business Response

  Date: 06/06/2025

  Thank you for the opportunity to address ****** ********* concerns regarding reimbursement of the charges associated with his recent tire purchase.
  
  We understand the frustration that can come with unexpected costs during a roadside event, and regret any confusion around what is and isn't covered under the benefits. To help resolve the concern, we have approved reimbursement in the amount of $165.00, based on the itemized receipt associated with the service. While $185.00 was requested, the approved amount reflects the documented charge; a copy of the receipt is attached for reference.
  
  As outlined in the Member Benefit Brochure:
  This benefit is limited to the reasonable retail repair or replacement cost, based on manufacturer's suggested retail price, of the tire and/or wheel and does not cover any mounting, balancing, taxes, or miscellaneous fees.
  
  We sincerely apologize for any frustration and appreciate the opportunity to clarify. The reimbursement check will be mailed to the address on file and should arrive within 2-3 weeks. We hope this resolution brings closure to the matter and we remain available for any further questions.

  Customer Answer

  Date: 06/06/2025

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

• Initial Complaint

  Date:04/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/10/2024

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

  Customer Answer

  Date: 04/17/2024

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

  vicky 

  Business Response

  Date: 05/06/2024

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

• Initial Complaint

  Date:02/19/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 02/27/2024

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

• Initial Complaint

  Date:02/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/15/2024

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

  Customer Answer

  Date: 03/15/2024

  Good evening,

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

   

   

  Customer Answer

  Date: 03/24/2024

  Good morning,

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

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

   

  Sincerely,

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

  Customer Answer

  Date: 03/24/2024

  Good morning,

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

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

   

  Sincerely,

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

  Customer Answer

  Date: 04/08/2024

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

  Business Response

  Date: 04/16/2024

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

  Customer Answer

  Date: 04/18/2024

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

• Initial Complaint

  Date:02/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 02/15/2024

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

  Customer Answer

  Date: 02/15/2024

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

  Customer Answer

  Date: 02/27/2024

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

  Business Response

  Date: 03/22/2024

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

• Initial Complaint

  Date:01/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 02/01/2024

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

  Customer Answer

  Date: 02/01/2024

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