Walter's Roofing

In November 2016 Mr. Williams was advised that there are no benefits under his roadside assistance membership that apply to the requests he has made for towing his RV home or paying for labor or parts. The verbiage from page 7 of the Good Sam Platinum Roadside Assistance benefit brochure pertaining...

to these requests is provided below."Note that service providers and facilities referred to members by either Affinity Road & Travel Club, LLC (ART) or Americas Road & Travel Club, Inc. (AmRT) are independent businesses neither owned, controlled nor operated by ART or AmRT. The responsibility for damage, loss, or unsatisfactory workmanship lies solely with the service providers and facilities providing the service, rather than with ART or AmRT."At this time we consider this matter closed.

Member of our team spoke to the member and apologized for the poor experience. Member requested a full refund since this was his first usage of the membership.  Advised member that we’ll refund the full amount of $239.85 and explained credit card versus check refund, the timeframes...

and confirmed the address if we can’t put it back on the credit card.  Member accepted the resolution as he didn’t want his membership any longer. Thank you.

Business stands by its response to claimant.

Complaint: 11707046
I am rejecting this response because:None of the failed parts were cause by mechanical damage that I am aware of except the damage to the washing machine. On the washing machine the damage was started by a failed electrical circuit that allowed the machine to fill and actually overflow into the bathroom area. This filling happened while we were on the road and the weight of the water with the movement of the coach caused the machine to break out of its cabinet. Then further damage (mechanical) occurred whent he machine hit the floor in the bathroom. The cause of all the damage was the failed control that allowed the machine to fill.The rest of the moneys that are not being paid are to labor hours that Good Sam says are too high. I told the Good Sam adjuster where I was taking the RV for repair and asked him to approve the location, which he did. He even stated that Good Sam had a good relationship with Holiday World. At no time was there any mention of labor rates or restrictions. The clause in the contract that Good Sam references is not a restriction on costs/charges. If they want to use a restriction then it should be clearly spelled out in the contract. It is not.Not only that all Good Sam sales and advertisement says "Satisfaction Guaranteed". I will den you later today the add out of this months RV magazine to show exactly what they are saying in the adds.I want Good Sam to do and say what they sale, advertise and what is clear in the contract.
Regards,
A[redacted]

Good Sam stands by its initial response and good will refund.

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.

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.

Revdex.com:
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[redacted]

Complaint: 10641585I 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[redacted] 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[redacted]

Complaint: 11636548
I am rejecting this response because:
I feel the representive that sold me the policy misrepresented what would be covered. I was told any failure would be covered bumper to bumper. The generator failed: if the carburetor gummed up, then that is a failure! I will not be recommending Good Sam in the future and will be writing Motorhome Magazine so others will be aware of your policy!
Regards,
E[redacted]

Complaint: 12215552
I am rejecting this response because:Never at any time was this clause in the contract brought to our attention, not even when we scheduled our last row, at which time one of your customer service representatives tried to get us to renew our membership. This is poor business practice, and people need to be made aware that they are approaching the limit of what Good Sam is willing to pay for. Such limitations should be made clear and be communicated to the member, who is paying for your service. The practice of simply allowing members to use your services without informing them of the limits of what will be paid for should be discontinued. 
Regards,
B[redacted]

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.

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.

The business stands by this resolution. Thank you.

Complaint: 11636548
I am rejecting this response because: the carburater was not filled with old fuel. The fuel comes from the main fuel tank. 
Regards,
E[redacted]
The carburetor was not fueled by old fuel. The fuel comes from mail fuel tank and is not old!

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,
[redacted]

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.

The company stands by its initial response. Thank you!

Mr. Smalley enrolled into Auto-Renew in the Good Sam Club. There has never been a recorded statement indicating he would like to be taken off. Since receiving this notice, Mr. [redacted] in Sorrento, FL is no longer on Auto-Renew for his Good Sam account. It will expire 3/31/2017. Thanks!

Complaint: 11637738
I am rejecting this response because:  I think this is representative of most of the automobile/rv insurers.   They bait you with a low ball premium the first year and then jack it up in Years 2 hoping that you don't pay that much attention to the premium.   
Regards,
P[redacted]