ComplaintsforBetter World Club

• Initial Complaint

  05/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have paid for a roadside assistance plan since January of this year. I have never had to call for assistance since using this company. I called around 930 at night on Thursday 5/4/23 trying to get roadside assistance. I gave the customer service rep my membership number. He proceeded to tell me that my membershop showed as cancelled and that I would need to pay out of pocket. I wasn't going to pay out of pocket when I paid for a roadside plan. I called an Uber and got my kids home and off the side of the road. My plan was paid full this month and I was sent the invoice for my payment.. this is unethical and unacceptable I paid for a roadside plan and was scammed. I was left stranded on the road late at night with 2 kids. Unacceptable and unexcusable I want all the months i paid for refunded and returned immediately

  

  Business response

  05/09/2023

  I am sorry to hear we failed to provide you with service. Due to a technical issue, the membership came up as inactive when it was not. We were aware of the problem and have since corrected the issue that caused it. It is unfortunate that the member got caught in the middle of this. If there are any expenses accrued as a result, please submit the receipts for reimbursement to ****************************** Your membership was purchased as part of a service contract purchased through Green **** Garage and they are responsible for the money management of the membership.

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called for a tow and I had such a terrible experience. They wanted to charge me for out of pocket fee even though I have premium auto coverage, no one was able to tell me why I had to pay. After arguing that and getting it overridden the set up the tow, with the wrong address. I had to call back to get a new order done but not before they refused to do it before making me pay out of pocket. Then that truck driver blocked after claiming that he couldn't find the car. He also blocked Better World Club. I called again to set up another tow and never got a call back with confirmation of a tow company. I called back and couldn't talk to a manager. The service is just rediculous, 5 hours later and still no tow.

  

  Business response

  05/03/2023

  *************************** was told she had to pay out of pocket due to a 30 day waiting period for tows that are longer than 5 miles. *** to an internal error, this was not enforced on the first call she made on 4/14/23 and she received a 20 mile tow without having to pay out of pocket. Her account was active as of 4/13/2023. Therefore longer tows would not be available until 5/10/2023. When she called again on 4/28, this policy was enforced and she argued with the agent about the policy. She was informed that there was a 30 day waiting period and she had to pay out of pocket for the overages. Unfortunately, the vendor that was dispatched didn't show up and we have still not been able to get in touch with them regarding the incident. We have reached out to her as well. It is regrettable that this service did not go well and we understand why she is unhappy.

  However, the customer is only eligible for a partial refund due to having used the service on her 2nd day as a member. She will receive her dues less the cost of service provided. The total refund is $93.95. I have included the confirmation email she was sent that states there is a 30 day waiting period for tows longer than 5 miles. *** a copy of our terms and conditions that explain our refund policy.

  Customer response

  05/04/2023

   
  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

  05/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On the 19th day of May 2022, at 1:53 pm I called their roadside assistance number ************ for the purpose of getting a tire change. The call kept ringing for 13 mins 49 secs and no one picked up the phone. Thankfully this happened during regular business hours so I could call their customer service line, if this happened after hours I would have been in so much mess.Even then, in spite of communicating with their customer service it was very obvious that I only paid for some scam.I called their regular customer service number, spoke with the operator. The operator said she would get in touch with the supervisor and get the supervisor to call me back.A male supervisor called ***** mins later and said he would try to find a service provider. He asked me if I would like to stay on hold or have him call me back. I stayed on hold but the supervisor never came back to the call. I hung up the call. I was expecting him to call me back but he never did. 2 hours passed and no contact from nobody from this scam club. Better ********* never responded back. No service whatsoever provided!I have reasonable suspicion that this merchant is nothing but a big scam with a well decorated outer covering.

• Initial Complaint

  06/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/28/2021 at 01:49 a.m. i called roadside assistance for a tow needed just 4 miles away. was told a tow truck would be dispatched.throughout the next 14+ hours i kept getting lied to. Conflicting informations and the run around by the employees of better world club saying tow trucks were coming and it was very long tireing process that in the end i ended up having to pay 2 guys $50 each ($100) to push and steer the vehicle down 5 stories of a parking garage and out into the street and pay $75 to the tow truck drivrer (reflected on receipt) whom i had to end up calling and they got there in 15 minutes after waiting over 14+ hours for B.W.C. to never having sent a tow as promised. and over $60 on food while waiting for them to do nothing but lie to me! In total spent over $230 for something that was supposed ti have already been paid for in my membership to bwc roadside assistance. Furthermore this was very embarrassing and created problems for my girlfriend and her family.

  

  Business response

  06/29/2021

  Better World Club has been apologetic to Mr. *****.  We have reimbursed him the $230 in claims that he has submitted., as well as his annual membership dues--while maintaining him as a member.  This is standard policy when we receive a legitimate complaint.
  
  The nature of roadside assistance is that there will be complaints--although Better World Club's complaint rate is low. roughly the same as AAA's.  Recently, due to COVID, there appear to be some additional call center complaints like Mr. *******'s.  We contract out call center services and are currently evaluating to what extent we should bring those services in house and to what extent should we obtain a new call center.  Regardless, changes to eliminate this kind of complaint are being planned.

*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. ↩