Good Sam Enterprises

Thank you for contacting Good Sam Extended Service PlanWe reviewed your claim and there were several items that we could not cover because they were caused by physical damage rather than a mechanical failureYour policy specifically only covers mechanical failures In addition there was labor cost that were not covered because they superseded the area labor cost and what we would consider reasonableThe terms and conditions of your policy specifically states that- “We will provide payment to Your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 BreakdownA “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 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.This amount has already been mail to you and subsequently returned to our office because you did not want to accept the paymentIf you would like us to re-issue you this check, please contact us and we would be happy to do that for you If you have any further questions, please don’t hesitate to reach out to us Regards, Good Sam Extended Service Plan Team

On Aug3, I had my Motorhome towed after calling Good Sam/National General for assistanceAt the time I did not realize the wrong tow vehicle was dispatched to my locationMy Motorhome should have a been flat bed towAfter being towed to Cummins, Olympia WA., the Mud Guard was Destroyed and the drive line left disconnectedI have been trying to get my Mud Guard replaced since AugAlso, my bill from Cummins, I believe, reflected an increase cost to me for reconnecting the drivelineI also had to clean up grease in my step wellThe driveline bearings were not packaged

We were driving on Interstate on a continuous six mile grade of 6%There was no shoulder or place to turn off until Mile We pulled off, put in more antifreezeBefore we continued on, steam began pouring out of both muffler pipesThis is when the head gasket blewWhen speaking with three different mechanics, it was determined that when the head gasket blows, the thermostat quits workingFirst, the head gasket blows, then the thermostat quitsThe thermostat was working when we continued our journey We drove the motor home to the repair shopThe engine was too hot and it needed to cool downAs this was about 4pm in the day, we were told to drive the motor home to the campground which was about 1/mile or so away and bring it back in the morningIt 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 themHe 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 PlanWe feel we have been totally taken advantage ofTotally SCREWED!!!!

Complaint: 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: 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 aI 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 bI 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 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

Our claims department spoke with the customer about his concerns on 10/27/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 hoursAs of 11/12/15, we have not received this detailed estimate from the repair facilityOnce we receive this information we can move forward with inspecting the coach and the process of adjusting the claim

We have thoroughly researched the customers complaint and have listened to all the customers phone calls with the salespersonOur 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 claimAs 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

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

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

I spoke to MrO [redacted] , apologized for the lack of service on 6/10/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 MrO [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 MrO [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

The customer was denied coverage based on the fact that he did not purchase the Extended Seals and Gasket CoverageThis coverage was fully explained to the customer and strongly recommended by our sales agentTo 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,miles (odometer reading) AND are 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 claimTo 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

Complaint: I am rejecting this response because: The response is another lieAt no time was there ever a goodwill payment ever sent to me or returned by meWhat I wanted and still want is both of my policies cancelled and refundedIn fact one of your Camping World finance guys told me last week that no refund can be sent to me but only to the lien holder of the trailer loanSo this crap about sending me a check for $is absolute BS Its continued lies like this that make your company despicableSo you mentioned some pretty specific information about my Tire and Wheel policy; that's nice because I have been asking for an actual policy for months and have never received one for either the GAP or the Tire & WheelThe Camping World Finance guy told me that they would be mailed to me...another lieAll of I've had since the purchase was a brochure, in which it states that tire blowouts are coveredThis was denied by your companySo are you refusing to cancel my policies and refund my money? I will not relent! Your company lied to me and I want my money back I just can't see how anyone doing there RV research could read not only this complaint but the many other blogs and numerous other RV Forums out there and still do business with you Regards, R [redacted]

We spoke with Ms*** and apologized for any communications or service failures that she experiencedApologized 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 $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

Thank you for contacting usWe appreciate the opportunity to address the concerns related to his RV insurance policyPlease note that the insurance policy involved in this transaction is underwritten by National General InsuranceOn August 15, 2016, a
renewal offer was issued to the client for the policy period effective September 20, to September 20, The renewal offer was issued by mail and included a premium statement and declarations page that reflected the total annual premiumIn addition, a courtesy e-mail was sent to the client indicating the renewal offer was now availableTo protect the client’s privacy, the premium amount is not shown within the e-mail itself, but instead provides a link so that the client may securely log in to view the renewal offer online if he desiresThe client also expressed concern that his premium increased effective with this renewal offerA thorough review of the renewal premium confirms it is accurate based on current ratesThe premium increase for the renewal offer is attributed to a combination of rating factor changes due to the aging of the policy, such as the vehicle age factor and driver class factorsWe acknowledge that the client has not had any chargeable accidents or violations, and the policy is rated accordingly
While we understand the client’s frustration with the increase in premium, we strongly believe that the premium is competitiveIt is important to note that this policy provides coverage that is very important for the client’s needs, including Replacement Cost Coverage, which other insurance carriers likely cannot offer due to the age of the motorhomeWhile we do not have access to the customer’s new policy the large difference in premium between The National General Insurance and the Progressive policy is more than likely attributed to the lack of Replacement Cost Coverage

Complaint:
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 failReally? really the oil leak is going to cause thrust arm bushing to fail? How is that even possible? Also I have proofThat 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 repairSo thats how they make alot of money
Regards,
*** ***

On 12/18/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

I called Good Sam Roadside Assistance at 07:00PM on 04-05-to change a tire on a Ford Fwith a slide in truck camper
attachedMy location was basically a suburb of Dallas, Highland Village, TexasA few minutes later Good Sam sent me a text message saying help would
arrive at 10:28PMI immediately called to complain about the plus hour wait and they said help would arrive at 09:25PMA driver arrived at 10:55PMHe
said he did not have the correct jack to change the tireWhen I told him I had the jack that came with the truck he said he was busy and had to deliver a
car and to call someone elseHe leftI called Good Sam again and entered all the information (account number, vehicle type, etc.) to speak to a personI
told them a driver showed up, did nothing but make excuses and drove away without doing anythingI pointed out that I had been waiting for help for
more than hourI also pointed out that I had paid for Good Sam Roadside Assistance for years and had never before called for helpA Good Sam agent
called me at 11:38PM and said help would arrive between 12:08AM and 12:23AMIts now the next dayHelp finally arrived at 12:10AM, hours and
minutes from my original call, and the tire was change was completed by 12:45AM

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

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 overheatPer 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 partsThe 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 completedThe policy’s Terms and Conditions are very specific regarding repairs that are eligible for coverageIt is stated in the policy under “CHASSIS COVERAGE & GENERAL EXCLUSIONS”:
Coverage applies only to the component groups listed herein
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 claimWe would be happy to review any other additional evidence or information the customer might have

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

We have reviewed this with our dispatch provider’s Damage Complaint Team who provided the feedback below. In addition they address the member staying overnight at the gas station in the beginning of the
response
Please see details of Roadside Assistance handling of reported damageNote too that denial was not due to day expiration. A review of dispatch supports that customer agreed to the overnight wait for service, payment was approved and the police were engaged to ensure family was safe until morning rescue
After investigation and review of documentation that included consideration of provided invoice, The damages team did not assign accountability to the tow provider Research confirmed that knowledge of the rear wheel bearings condition had not been determined and advance knowledge could not be expected Good Sam Roadside Assistance also verified that the mobile mechanic diagnosis was accurate according to member statement and invoice provided that displayed proper diagnostic and handling of front wheel bearing. In keeping with complaint escalation process, the customer had been contacted times to deliver this messageMember acknowledged the denial with understanding
Final Summary:
Damage Analyst Feedback: I called the customer the day after the receipt of complaint on 3/4/I spoke with the member directly on her cell phone which due to poor reception took disconnected calls to cover all concerns Customer confided that she had to make the decision to pull over by an Exxon gas station in Livingston, VA because she was experiencing a noise and was unsure what or where it was coming fromThe customer shared that arrangements had been made for a Mobile Mechanic to come out to inspectShe states that the mobile mechanic arrived and spent hours and determined that the front brakes were bad along with the front wheel bearings and charged her for the diagnosis in keeping with Good Sam Program guidelines
Apology was extended to member for the challenge in securing a tow provider able to accommodate her vehicle type in this area late at night to desired destination. 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 Contact was made with the police with respect to family safety. The police approved the overnight stay
A thorough review of this dispatch proves that provider carried out tow accurately to ensure safe vehicle transportWhen the driver arrived with a wheel lift he clearly stated he did not want to chance any accidents with overpass clearancesWhile traveling to the destination only minutes away the rear wheel bearing gave out, but seizing and damage the rear end of the vehicleThe tow operator pulled over with the vehicle secured to his truck and requested a flatbed to carry the disabled vehicle the rest of the way since they were now off the highway
The customer did not report the damages until the vehicle was repaired at her expense In our conversation the customer claimed that Good Sam was responsible for sending a Mobile Mechanic that misdiagnosed the vehicle, and thought the vehicle would have been ok if it was transported by flatbed onlyI 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
Explanation was provider that provider cannot be held responsible for needed repairs noting damage was pre-existing and would not be the result of a short distance towCustomer was unable to comment on the time since vehicle had been inspectedResults 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 customerThe customer did not give any opportunities for the Mobile Mechanic to come and inspect the damages and did not inform Good Sam Roadside until the damages were repaired days later
After investigation and review of documentation that included consideration of invoice The damages team did not assign accountability to the Tow provider Research confirmed that knowledge of the rear wheel bearings condition had not been provided and could not be expected 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
During the denial process, the analyst contacted the customer who acknowledged the denial with understanding