Good Sam Enterprises

We understand the [redacted]'s frustration, however, we as an insurance provider are held to the terms and conditions of our policy. If the customers or the repair facility are able to provide additional information that has not already been provided we would be happy to review to see if there is any coverage we can assist with.

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*** *** 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*** ***

roadside assistance does not check out qualifications of repair service sent out to stranded rv ers. we could not get our slide in and they sent out a trucking company that new nothing about slides and was charged 168.00 for the call. I called good sam they said that was between me and the trucking company and they could not help or do anything for us. we have been members for many years with all their programs including the elite card. we will not be renewing any cards with good sam. this has not been the first time they sent some one out who could not fix the problem.

We were driving on Interstate 90 on a continuous six mile grade of 6%. There was no shoulder or place to turn off until Mile 4.5. We pulled off, put in more antifreeze. Before we continued on, steam began pouring out of both muffler pipes. This is when the head gasket blew. When speaking with three different mechanics, it was determined that when the head gasket blows, the thermostat quits working. First, the head gasket blows, then the thermostat quits. The thermostat was working when we continued our journey.
We drove the motor home to the repair shop. The engine was too hot and it needed to cool down. As this was about 4pm in the day, we were told to drive the motor home to the campground which was about 1/2 mile or so away and bring it back in the morning. It 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 them. He 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 Plan. We feel we have been totally taken advantage of. Totally SCREWED!!!!

Thank you for contacting Good Sam Extended Service Plan. 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.This amount has already been mail to you and subsequently returned to our office because you did not want to accept the payment. If 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

The customer was denied coverage based on the fact that he did not purchase the Extended Seals and Gasket Coverage. This coverage was fully explained to the customer and strongly recommended by our sales agent. To 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 70,000 miles (odometer reading) AND are 7 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 claim. To 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.

Thank you for contacting Good Sam Extended Service Plan (ESP) regarding your recent experience. Good Sam ESP covers mechanical failures, the generator carburetor being pulled up with old fuel is not a mechanical failure which is why the claim was denied. We...

apologize that your claim was not covered and we do our best to inform customers about what is covered be providing them with a copy of the terms and conditions. We will waive the cancellation fee you were charged and issue an additional refund for the $50.

We show that the status of the claim is currently pending.  As of February 2016, we sent an inspector out, per the terms of the contract, to verify the failures and cause of failures. When the inspector...

arrived at the repair facility the repairs to the power inverters, heat pump, rear air conditioning unit, transfer switch, awning pc board, and floor sensor had all been completed and no failures could be shown. The only failure that was shown was on the dishwasher motor, which the cost to repair was under the amount of the deductible. If the repair facility is able to show the failures to third party inspector we can proceed with the processing of this claim.

We will be reimbursing the member the amount of $992.75. The additional damage submitted showed rust in the photos and there has been no evidence presented to date that this damage was a...

result of the tow. In spite of this, Good Sam Roadside Assistance will be making a one-time exception and paying the $500 reimbursement plus additional $492.75 requested.  The check should be out to the member's address on the account in the next 3-4 business weeks.   We have called the member and left him a message informing him of the action being taken.

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]

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]

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 ABOVE
Main 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 COVERAGE
Extended 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 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.

The business stands by this resolution. Thank you.

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.

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]

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.

I broke down in Southern California on the freeway. they send out a truck incapable of doing the service necessary to fix the problem they send out a Toyota pickup to handle the issues of a truck and fifth wheel trailer the man had know jack and no tools to take off the blown out tire I waited another 45 minutes for them to tell me they weren't sending anybody else that I refused service I didn't refuse service the truck couldn't help me and they were supposed to send somebody else. they refused to honor their service contract which I paid for for three year's been a member for over 10 years the worst service ever.

At no point in the initial phone call with our sales agent was it ever disclosed that the vehicle was used for any car share service, if it was disclosed we would have not enrolled the policy. The first mention of this was on April 11th, at that time we cancelled the policy and issued a refund because we cannot provide coverage. If needed, we can provide a copy of the phone conversation with our sales agent.

We have called this member to discuss their concerns.   The...

member states that he never received the Cancellation letter. The member was cancelled 1/18/16 and the letter went out 1/6/16. We verified that the address was correct on the account and that there had not been any changes to that address recently.   We also emailed the member a copy of the letter. The member provided the amount they paid for towing and explained that they paid cash w/ no receipt. As a one-time exception the member we offered to refund the member for the cost of this service. The member said that at this time that he would not accept our offer. The member also stated that the service that he had around December 30 was horrible and that he wanted to make a formal complaint about the service taking 5 days to be provided. We are investigating this issue with our dispatch team.