Good Sam Enterprises

On Sunday August 28th at 1:we experienced a blown tire on our 5th wheel We were on Iin Greensboro NC We called GS for roadside assistance they told us it would be hrs After an hour we received a call back saying that the driver who was coming had a family emergency and another person would arrive in hrs After another hour or so we received a call from that driver asking us a bunch of questions about the tireHe told us that he didn't have the correct jack so he couldn't comeAt 6:after sitting on the side of the hwy in degree weather GS calls us back to tell us they couldn't find anyone to assist us ! At 7:pm we called the local police to assist us in unhooking the truck so that we could leave to go homeAs we were leaving town we received a call that they had someone who would be to us in hrs At 8:pm we finally got our tire repaired GS said that is how it is on SundaysI would think that if you are promising a service that you would ensure that you have companies on standby for your customers at all times especially on weekends and holidays when most people are out RV'ingI am grateful for all the hard work and pleasant attitude that the GS employee who was on duty on Sunday night hadShe was genuinely concerned about our safety and wellbeing and continued to check up on us and keep us updated on her efforts to find a repair person for us At this point I am unsure if I will renew with them I do plan to look around for other reviews

Complaint:
I am rejecting this response because:
As discussed in the previous rejection response to the Good Sam Extended Service Plan, we followed all claim procedures given to us via phone call with the Good Sam Extended Service Plan customer service agentAs noted in the Good Sam response to the claim procedures;
1) The Good Sam Authorized repair facility called Good Sam Extended Service Plan customer service for instructions for repairGood Sam Extended Plan customer service approved repair facility and to proceed with repairs2) We provided Good Sam repairing dealer with evidence of insurance, terms and conditions and required maintenance records3) Good Sam repair facility called Good Sam Extended Service Plan customer service with estimate of repairs and was approvedI also contacted Good Sam Extended Service Plan customer service prior to repairs and was told repairs were approved and to call Good Sam Extended Service plan customer service back when service was completed to our satisfactionBoth the the repair facility and I have followed all procedures as advised by Good Sam Extended Service Plan customer service via phone.
As suggested by Good Sam in the the last response to the Revdex.com, we look forward to the Good Sam Extended Service Plan formal claims review response to our Revdex.com complaintRegards,
*** ***

At Ms***'s request, I have written her an email confirming that she has been removed from our database. I explained in this email that because we prepare some of our mail in advance, it may take 3-weeks for all mail to
stop, but that she should not receive any more mail from us after this timeframe. In additon, I did reassure her that we did not sell any of her information. As Camping World and Good Sam are the same company, we will mail under these different entities, but we do not sell our members’ information to anyone outside of our immediate company

We contacted the member and apologized for the service failure. After discussion, we agreed to reimburse the member. The member indicated they were
"> satisfied with the solution

Complaint:
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 machineOn the washing machine the damage was started by a failed electrical circuit that allowed the machine to fill and actually overflow into the bathroom areaThis 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 cabinetThen further damage (mechanical) occurred whent he machine hit the floor in the bathroomThe cause of all the damage was the failed control that allowed the machine to fillThe rest of the moneys that are not being paid are to labor hours that Good Sam says are too highI told the Good Sam adjuster where I was taking the RV for repair and asked him to approve the location, which he didHe even stated that Good Sam had a good relationship with Holiday WorldAt no time was there any mention of labor rates or restrictionsThe clause in the contract that Good Sam references is not a restriction on costs/chargesIf they want to use a restriction then it should be clearly spelled out in the contractIt is notNot 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 addsI want Good Sam to do and say what they sale, advertise and what is clear in the contract
Regards,
A*** ***

Complaint:
I am rejecting this response because:
We have been a loyal Good Sam Extended Plan customer since we purchased our Country Coach Magna in We have spent over the past years approximately $27,in Good Sam Extended care premiums without a single claim until this last year.
When we called the Good Sam Extended Service Plan customer service for the first time prior to our service we asked what the Good Sam Extended Service Plan procedures were for moving forward, the agent on the phone was very nice and advised us to make the repairs needed to our Country Coach Magna and contact Good Sam Extended Plan customer service when repairs were completed to our satisfactionAt no time did Good Sam Extended Plan customer service advise the repair facility or us that a party inspector needed to be scheduled for an appointment to verify failed parts prior to installation of the new partsAfter all the work was completed by the service facility we called the Good Sam Extended Plan customer service and they asked for us to send the receipts to them for reimbursementAfter weeks of no response from Good Sam we called again to be advised a 3rd party inspector needed to be scheduled to see the Country CoachTwo weeks after that a Good Sam 3rd party inspector came to the repair facility, the Good Sam Extended Plan 3rd party inspector was given all the replacement part receipts, invoices and was given a visual inspection by the repair facility technician of all the parts replaced, to verify new conditionThe Good Sam inspector was given the two inverters failed bench test results invoices from Mark Snyder Electric including the Xantrex serial numbers that also matched the serial numbers from the original Country Coach Magna build sheet for verificationAfter the inspection a Good Sam Extended Plan claims appraiser denied the claimHe also shared if the claim is over $that the old failed parts must be reinstalled to prove failure in order for the claim to be approvedWe were advised by our service facility it would take another month to do the service requested by Good Sam Extended Plan claim appraiser and we would be responsible for the additional labor to uninstall the new parts, reinstall and uninstall the old failed parts and reinstall the new parts.
Please reconsider your plan to dismiss our claimNote; If our claim is still pending as in your response to the Revdex.com, why would I receive a Good Sam Extended Plan customer service survey form in regards to our filed claim in the mail today?
Regards,
*** ***

Complaint:
I am rejecting this response because:
It is not consistent with the insurance contract, nor is it consistent with sales and advertisingI have a contract and that contract is the controlling document
Regards,
A*** ***

We have been members for years, and used their service times
The first time was a breakdown of a class A RV, 1/hours from home
Called for a wrecker and they sent a pickup type wrecker that could not tow us
The driver "followed" us home at mph rather than send a correct sized wrecker
The second time was a flat tire, and we waited for hours before anyone arrived
This past week we had the worst experience to date: We have a 20' toter home pulling a 40' fifth wheel toy haulerWe sat on a BRIDGE in heavy traffic in a metro area for hours, without any help! we were barely off the road and were unable to get to food or drink because we could not get our slides out.We show dogs and had dogs with us, with no where to relieve themI was told that Good Sams refused to pay for tows as every wrecker service they called told them it would take two tows, one for the truck and one for the trailer due to sizeThis is totally unacceptable and I am shopping for a new, reliable service

Complaint:
I am rejecting this response because:
I am disappointed that Good Sam would choose to present untruths rather than address what actually happenedFortunately, I have receipts to prove my case and if Good Sam would release transcripts of our phone conversations that would further solidify my statementsIn your response you state, “The 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…”
*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 hours you claimThe 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 rotorsHe even quoted me $700-$to fix themTHERE WAS NO MENTION OF FRONT WHEEL BEARINGS
***All of this is evidenced by the receipt I turned over to Good Sam from the mobile mechanicNext 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 clearancesYou, 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 brakesRelease our conversation so everyone could see thatNext you state, “While traveling to the destination only minutes away the rear wheel bearing gave out…”
*Clearly you haven’t even checked Google MapsThe distance from Shady’s Place to Jim Price Chevrolet is 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 clearancesNext you state, “Customer 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 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 dishearteningTo insinuate that I would endanger my family by taking them on a trip in a damaged vehicle is disrespectful and unprofessionalIncidentally about one month prior to the trip I spent over $2,having the vehicle inspectedSpecifically, the right rear was inspected and the rear brakes were replacedAt that same time I purchased SEVEN NEW TIRES even though I only needed twoI 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 spareI have provided the receipts
Next you state, that I didn’t report this to “Good Sam Roadside until the damages were repaired days later.”
*If you check the receipts I sent to you, you can see that the damages were repaired and completed on January 5th, days after being towed, not 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 paperworkNext 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 brakesIf 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 BRAKESOn the invoice I provided, I noted that I had deducted the $I was charged for repacking the front bearings because they weren’t part of the claimThere wasn’t anything wrong with the front bearings, I had them replaced as a precaution while they were already working on my RVThis information can be further confirmed with Jim Price ChevroletLastly, 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 understandingI told her I DID NOTI told her that the reasons for my denial were untrue as they still are nowShe said that she would contact the damage department with my informationI have not heard back from her Overall, my interaction with Good Sam is so disappointingEven if Good Sam Roadside Assistance didn’t want to reimburse my expenses there was a way to handle this without blatant liesThe bottom line is this, my RV broke downI called Good Sam Roadside Assistance for a tow truckThey said I had to pay for a mobile mechanic first and if that didn’t work, they would tow the RVI 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 hoursAnd that is not right
Regards,
C*** ***

I used the Good Sam card times this year, and because of this my card was cancelledCAA in Canada doesn't do this at allI expect the remaining time on this service to be refunded to my credit cardIt has not since
This is not over,...I will be speaking to several RV associations in the next several months , and Good Sam has just started a war with RV owners, and RV Associations on my watch
I appears that Good Sam is not so good after all is said, and doneThe Company (Mr ***) have only self interests concern for their Company's bottom lineNot one word of warning why or for what reason they just decide to cancel memberships

We have tried to contact this member directly via phone to discuss their concerns, but were unable to speak with them directly. We have researched the members concerns and
found that the member had spoken with one of our Roadside coordinators in 7/15/and cancelled the membership. We are refunding the member a total of $128.73. Also, our dispatch team has extended formal letter of apology to memberWe have left a voice mail for member explaining what we discovered as a result of our research. Further we invited the member or their spouse to call our office directly to further discuss the events surrounding the disablement of July 4th

I am rejecting this response because: I have requested an escalation to executive level for a callback
to myself or my wife, C***, which has been consistently ignored In addition, this response is not accurate.
Regards,
L*** ***

Thank you for contacting Good Sam Extended Service PlanWe sincerely apologize that you did not receive a call back from our claims manager and will address this concern with our claims teamWe 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 failuresIn 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 $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 usThanks!

On behalf of Good Sam, we are sorry for the service receivedWith that being said, there was a refund issued for most of the Roadside Assistance membership, but not the Club membershipThere is a request to send this member the difference - totaling $51.89. The check has been requested
from the billing departmentThanks!

">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

In light of this complaint, we reviewed the member's phone conversation with our agent. Our agent did inform the member that we do not cover vehicles used...

for commercial use. At no point in the conversation was Uber or any other car share service ever mentioned. Since we cannot provide policies for vehicles used for commercial use, per the terms and conditions, we cancelled the policy and issued a full refund of premiums paid not taking into account the previous claim paid out.

Complaint: 10509719
I am rejecting this response because:
I have the original lug nuts from the truck. They are Dodge approved lug nuts that came with the truck from the dodge dealership. Also triple A came out to tow them to a repair shop and we were advised these are in fact the correct lug nuts for the truck. No conversation took place between the tow driver and [redacted]. The only conversation that took place was here is the invoice you need to sign for payment. No copies were provided to [redacted] or myself. I have offered on many occasions to send a color picture of the certified dodge ram lug nuts. Not once has the company reached out. I have possession of the lug nuts currently. Per AAA the stated the tire was not put on correctly nor secured thud causes the tire to come off while doing 55 mph. I also can provide a color picture of the rim that was placed on the truck incorrectly. It is not a donut but a full size 20 in rim. Richardson towing is responsible for improperly putting the tire on causing damage to the truck and rims. Please feel free to contact me and I can provide positive proof to my statement listed here. The tow driver only stated your all set. Please sign here for billing purposes. [redacted] and Phyllis his wife can verify no conversation took place about wrong lug nuts.
Regards,
[redacted]

BAIT & SWITCH - although the switch occurred a year later at renewal time. Good Sam Insurance Advertised they could save several hundred dollars on vehicle, RV and auto insurance - I called / got quote / and did save several hundred dollars by bundling all vehicles together in one policy, RV, cars, trucks, trailers, etc.
Annual renewal time came - Premium increased from $2,700 to $3,400 - no explanation available from Good Sam Insurance and no apparent reason for there to have been an increase - admitting that there were no reasons against me to cause an increase in premium (no accidents, no tickets, no claims, no nothing!) - only that National General just increased the premiums.

Thank you for your response, but the business unit acknowledged all concerns the member had. Thank you again!

Complaint: 11311512
I am rejecting this response because:
Although they can quote their legal fine print verbatim, it doesn't change my contention that there is a shoe waiting to drop and they only point it out when it's too late.  The claims were not excessive.  A simple heads up prior to the third claim would have alleviated an undesirable situation.  It remains a bad business practice in the eyes of the customer and I will continue to characterize them accordingly in my circle of influence.  I will put the $70.00 towards my replacement policy with AAA who welcomed my business.
Regards,
T[redacted]