Walter's Roofing

I spoke to Mr. O[redacted], apologized for the lack of service on 6/10/2016 and reviewed his request for service with him.  I advised that we would be sharing information regarding the specific failures by each agent involved with the training departments so they can be addressed with the agents...

and retraining will take place.  I let Mr. O[redacted] know that I would be willing to extend his Good Sam and Roadside memberships for one year free of charge which would include the Good Sam Perks benefit her requested.  I then stated that we would not be sending an apology from the CEO but I would forward the complaint to his email per Mr. O[redacted]s request.  I then stated that I would be unable to guarantee that this would never happen again because we are not perfect he asked what would happen if my family was in the desert with high heat and they called for service, we won’t guarantee that this wouldn’t happen again?  I said no because we’re not perfect and I wanted to be honest with him that errors can happen but we would do our best to provide assistance.  He thanked me for the call and hung up.   I was unable to confirm if he wanted the membership extensions offered or confirm a mailing address.  I can process them once we confirm acceptance and the mailing address.

Thank you for contacting Good Sam Extended Service Plan. We sincerely apologize that you did not receive a call back from our claims manager and will address this concern with our claims team. We reviewed your claim and there were several items that we could not cover because they were caused by...

physical damage rather than a mechanical failure. Your policy specifically only covers mechanical failures. In addition there was labor cost that were not covered because they superseded the area labor cost and what we would consider reasonable. The terms and conditions of your policy specifically states that. "We will provide payment to Your Repair Facility or reimburse You for reasonable costs of labor and materials (approved and receipted) to repair or replace any of the covered parts under this Coverage if required due to a Mechanical Breakdown. A "Mechanical Breakdown or Breakdown" is defined as a failure of a defective covered part or faulty workmanship of a covered part as originally supplied by the manufacturer and under normal service."While we would not be able to assist in covering items that did not mechanically fail, we would like to offer you a goodwill payment for the additional labor cost that totals $737.50. We will issue you a check to the address on your account.  If you have any further questions, please don’t hesitate to reach out to us. Thanks!

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.

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[redacted] 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[redacted] 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 ABOVEMain 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 COVERAGEExtended 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[redacted] 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[redacted]

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.

Complaint: 11790889
I am rejecting this response because: There is nothing to accept. Nothing was attached to your message. In either case, the Good Sam is not living up to anything. No settlement offer was extended and none were rejected. The latest I hear from them is that money will be refunded to the lien holder, but none has actually been received. I will absolutely not do business with this company and will ensure everyone I know does not do any business with this company.  
Regards,
R[redacted]

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.

Complaint: 11432954
I am rejecting this response because:I am disappointed that Good Sam would choose to present untruths rather than address what actually happened. Fortunately, I have receipts to prove my case and if Good Sam would release transcripts of our phone conversations that would further solidify my statements.In your response you state, “The customer shared that arrangements had been made for a Mobile Mechanic to come out to inspect. She states that the mobile mechanic arrived and spent 5 hours and determined that the front brakes were bad along with the front wheel bearings…” *I had no choice, Good Sam insisted a mobile mechanic come inspect before agreeing to tow my RV*The mobile mechanic spent TWO HOURS and twenty minutes at my vehicle, NOT the 5 hours you claim. The first ten minutes were spent inspecting and the last TWO HOURS AND TEN MINUTES WERE ON THE PHONE WITH GOOD SAM REQUESTING APPROVAL FOR A TOW TRUCK.*The mobile mechanic diagnosis was front brakes and rotors. He even quoted me $700-$800 to fix them. THERE WAS NO MENTION OF FRONT WHEEL BEARINGS. [redacted]All of this is evidenced by the receipt I turned over to Good Sam from the mobile mechanic.Next you state, “A review of dispatch supports that Assist Reps escalated this call, reached out to local providers but was only able to obtain commitment for service early next morning.”Next you state, “When the driver arrived with a wheel lift he clearly stated he did not want to chance any accidents with overpass clearances.”*The driver clearly stated when he arrived with a wheel lift it was because Good Sam told him the issue was “front brakes.” The assist rep from the previous evening had confirmed with the SAME DRIVER that 9’ was low enough for any clearances. You, Nick, also stated that my account was noted that I received a front wheel lift due to the mobile mechanic stating the issue was front brakes. Release our conversation so everyone could see that.Next you state, “While traveling to the destination only minutes away the rear wheel bearing gave out…”*Clearly you haven’t even checked Google Maps. The distance from Shady’s Place to Jim Price Chevrolet is 29.1 miles, thereby being more than “only minutes.”Next you state, “The customer did not report the damages until the vehicle was repaired at her expense.”*Of course I didn’t report the damages until the vehicle was repaired because I wasn’t sure the extent of the damages UNTIL THE VEHICLE WAS REPAIRED!Next you state, “I explained to the customer that I agreed with the decision of the towing company as there was no knowledge on their behalf that the rear wheel bearings were bad and that there was a concern for the overpass clearances.*Again, the SAME TOWING COMPANY had agreed to a flat bed the previous night because the vehicle was only 9’ thereby not a problem with clearances.Next you state, “Customer was unable to comment on the time since vehicle had been inspected. Results of research determined that damages to the rear wheel bearing were pre-existing due to a lack of maintenance until the noise became unbearable to the customer.”*This statement is off the charts unreal! For Good Sam to state that absolute drivel quoted above regarding a “lack of maintenance” is so disheartening. To insinuate that I would endanger my family by taking them on a trip in a damaged vehicle is disrespectful and unprofessional. Incidentally about one month prior to the trip I spent over $2,000 having the vehicle inspected. Specifically, the right rear was inspected and the rear brakes were replaced. At that same time I purchased SEVEN NEW TIRES even though I only needed two. I did this because the tires on the RV were an unusual size and I didn’t want to have any issues with finding one readily if I had trouble so I replaced all six wheels and tires and purchased a brand new spare. I have provided the receipts. Next you state, that I didn’t report this to “Good Sam Roadside until the damages were repaired 92 days later.”*If you check the receipts I sent to you, you can see that the damages were repaired and completed on January 5th, 35 days after being towed, not 92. I was unable to get the request to you sooner although that should be irrelevant as there isn’t a deadline listed in the reimbursement paperwork.Next you state, “Good Sam Roadside Assistance also verified that Mobile Mechanic diagnosis was accurate according to member statement and invoice provided that displayed proper handling of front wheel bearing.”*AGAIN, the mobile mechanic stated that the issue was front brakes. If you would provide the transcript of our conversation, once this request was received you would read yourself saying to me that my account noted the RV was towed from the front because the mobile mechanic stated the issue was FRONT BRAKES. On the invoice I provided, I noted that I had deducted the $99 I was charged for repacking the front bearings because they weren’t part of the claim. There wasn’t anything wrong with the front bearings, I had them replaced as a precaution while they were already working on my RV. This information can be further confirmed with Jim Price Chevrolet.Lastly, you state, “During the denial process, the analyst contacted the customer who acknowledged the denial with understanding.”*The customer service rep who called me, Deb, told me my account said that I acknowledged the denial with understanding. I told her I DID NOT. I told her that the reasons for my denial were untrue as they still are now. She said that she would contact the damage department with my information. I have not heard back from her. Overall, my interaction with Good Sam is so disappointing. Even if Good Sam Roadside Assistance didn’t want to reimburse my expenses there was a way to handle this without blatant lies. The bottom line is this, my RV broke down. I called Good Sam Roadside Assistance for a tow truck. They said I had to pay for a mobile mechanic first and if that didn’t work, they would tow the RV. I paid the mobile mechanic who himself called Good Sam insisting I needed a tow and Good Sam STILL said, “no.” Good Sam was willing to leave my family, including children, on the side of a rural road in rain and cold temperatures with no electricity, no heat, little food and water and nearly no cell phone for 21 hours. And that is not right.
Regards,
C[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11623491, and find that this resolution is satisfactory to me.
Regards,
K[redacted]

Complaint: 11637738
I am rejecting this response because:  I called Progressive and got more coverage for less than 50& of this premium.   I had switched to National General as Progessive had done the same thing two years earlier.   I think all these insurance companies get you hooked with a "teaser" rate for the first couple of years and then jack the rate up hoping you aren't paying attention.
Regards,
P[redacted]

The member has been refunded $89.95. Whereas check refunds take 3-4 weeks to be in hand, the member will receive it no later than 9/16/2016. [Refund #: 46###848]

The organization is researching with our insurance partner on what occurred with their fulfillment vendor that prevented Mrs. C[redacted] from receiving the $10 CW certificate. In the meantime, we have sent a $10 Visa pre-paid gift card that can be used anywhere Visa is accepted to fulfill our...

obligation on the premium for requesting a quote. The gift card was sent via UPS overnight and will arrive by 10:30 am on August 17, 2017. I attempted to contact Mrs. C[redacted] but was unable to connect with her and left her a voice mail with an update.

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.