Good Sam Enterprises

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]

After a thorough review of the claim submitted by the customer, it has been determined that the failure was an...

oil leak which caused the turbo failure along with the thrust arm and bushings failures.  These were all long term failures which would constitute as a pre-existing condition and would not be covered by the policy. 
 
Our records show that the customer enrolled in a policy on their BMW 335i online on May 5, 2015 at the time they reported their odometer reading at 66,155.  The customer contacted us twice to update the enrollment mileage with the most recent time updating it to 66,855. However, a Carfax report showed that the customer had taken the car to get an oil leak serviced on May 1, 2015 with a reported mileage of 67,578. At the time of the turbo, thrust arm, and bushing failures they had an elapsed mileage of 473. All of the failures reported would have been caused by a long term failure and would not have occurred within 473 miles. There was also evidence shown to the inspector, which we sent out, that shows there was excessive oil residue which would also indicate long term failure. The policy’s Terms and Conditions are very specific regarding repairs that are eligible for coverage. It is stated in the policy under “GENERAL EXCLUSIONS”:
 
• Any pre-existing problems that are present prior to the purchase of this Coverage whether known or unknown. The condition of the covered part(s) in question will be assessed to determine time of initial breakdown.
 
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 further assistance toward the claim.

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: 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]

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.

We apologize that you did not agree with our reason for denial or resolution. At this time we have no choice but to stand by the denial as no mechanical failure has been demonstrated. If you are able to demonstrate a mechanical failure that caused the gummed up carbonator we would be happy to review the claim again. I have processed the refund fee you were charged and you should see it in a few days.

Complaint: 11790889
I am rejecting this response because: The response is another lie. At no time was there ever a goodwill payment ever sent to me or returned by me. What I wanted and still want is both of my policies cancelled and refunded. In 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 loan. So this crap about sending me a check for $737 is absolute BS.
Its continued lies like this that make your company despicable. So 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 & Wheel. The Camping World Finance guy told me that they would be mailed to me...another lie. All of I've had since the purchase was a brochure, in which it states that tire blowouts are covered. This was denied by your company. So 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]

The business unit has attempted to contact member for full refund of paid membership ($79.95) and the initial tow provided by the police office. Please follow up with a call back for a copy of towing receipt. Thank you.

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.

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.

I called Mr. [redacted] and spoke with him about his concerns.   When he spoke with one of our agents on 12/22 she located the 3 copies of the magazine that he had not received and sent these to him.   Mr. [redacted] told me he did receive this copies that were sent to...

him.     Mr. [redacted] was also upset that his concerns were not addressed on his intial call.  I apologized for this and told him I would investigate what occurred after his initial call.   I offered him a 1 year extension to his club membership as a gesture of apology.   Mr. [redacted] seemed satisfied with this resolution and accepted my offer.

we were in an accident with our RV on March 31st. Not our fault and the other driver 26 year old kid with no insurance on his cell phone texting crossed the middle line we swerved and he hit us all the way down the drivers side. No one was hurt, but the vehicles. To make a long story short he broke our axle, bent the frame and they estimated about 23/24 thousand dollars damage to our 10 month old camper. We had it towed on a flatbed and had to get a hotel room. The roadside assistance wont pay any expenses because the camper was totaled. Make any sense also Tire and wheel protection wont rebate us anything back and wouldnt transfer the insurance because they dont do that. There is a clause in the insurance that you have to cancel the insurance within 30 days after purchase who would do that on a five year contract. The insurance company National General claim adjuster didnt return any of my calls I made about 15, I learned more from the claim inspector from South Carolina about the damage. I am now going to have to call the insurance company because it has been totaled but I have Gap Insurance also so we are still waiting to hear from someone about our claim. BUYER BEWARE GOOD SAMS ISNT AS GOOD AS THEY CLAIM AS THEY HAVE ONLY GIVEN US PROBLEMS SO AS SOON AS I CAN I AM CANCELLING EVERYTHING WILL KEEP THE NEW BUYERS POSTED STAY AWAY FROM GOOD SAMS INSURANCE

At this member's request, we have refunded both payments in full.   They were refunded $99.99 which is the amount they paid for Travel Assist on 3/12/14 and $114.95 whish is the amount paid for Roadside on 6/13/14.   The total refund to the member will be $214.94.  These...

refunds are being sent as checks, which should arrive to the member's home address within 3-4 weeks.   We have also sent a letter to the member explaining what action has been taken.

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.

After a thorough review of all the information presented by the customer and the service provider, our investigation concludes that we are not liable for alleged damages...

from roadside event on 12/16/2014.  The customer did not have the appropriate lug nuts for the spare tire. The tow driver made the customer aware of issue and the driver offered to tow vehicle to a tire shop for repairs.   After advising customer that the lug nuts did not fit spare tire, the customer declined the offer for tow service and instructed driver to complete tire change. Attached is a signed tow ticket indicating the driver informed customer of situation.  Customers [redacted] and [redacted] have been contacted and advised of our findings.

Review: I hired this company on 12/16/14 to come out and assist with changing of a flat tire and jump start of a battery because it took them 2 hours to get there. I have been speaking to [redacted] in Customer Service since December and they cant find where they provided service yet it is on my banking statements and I have a text message from the company they sent out. This company they sent out did not secure the tire on the Dodge Ram 1500 pick up and secure the lug nuts. the tire came off of the truck an hour after it was put on causing more damage to the truck and ruined both of the tire rims and spare tire. I had to hire AAA to come out and tow them to a body shop for repairs. It cost me 297.81 in repairs to a truck that is not our families and I had to purchase new tire and rims for the truck for them to get back home for 265.00. AAA came out and stated the tire was not put on correctly and caused the accident. The truck was traveling down I-95 to FLorida from SC where the repair occurred. The truck had [redacted] and his wife with three kids in it. They stated we were lucky the truck did not flip. I am not a member and they can not find a record of the request. I offered to send them the text of Richardson Coating who they hired and the ETA of when to expect them. I want the money I had to pay out to get this truck fixed that did not belong to our family. It caused emotional stress on the family and they were afraid to drive. I have the lug nuts and pictures of the tires that were damaged. I also have the text messages from this company on who they hired.

Product_Or_Service: Roadside ServiceDesired Settlement: DesiredSettlementID: Refund

I want the money I had to pay out to get the truck repaired for 297.81 plus 25.00 for having to western union the money to a publix where my son [redacted] could pay for the damages and I also want to be reimbursed for the tires that needed to be purchased because of the damage.

Business

Response:

After a thorough review of all the information presented by the customer and the service provider, our investigation concludes that we are not liable for alleged damages from roadside event on 12/16/2014. The customer did not have the appropriate lug nuts for the spare tire. The tow driver made the customer aware of issue and the driver offered to tow vehicle to a tire shop for repairs. After advising customer that the lug nuts did not fit spare tire, the customer declined the offer for tow service and instructed driver to complete tire change. Attached is a signed tow ticket indicating the driver informed customer of situation. Customers [redacted] and [redacted] have been contacted and advised of our findings.

Consumer

Response:

Review: 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.

When we were in Panama City Camping World location we were offered a renewal of our Good Sam account for $50.00 for two years , with a $25.00 Merchandise Certificate to be sent to my home address. That seemed like a great deal. Until the certificate arrived at our home with and Expire Date of 06/18/16. We live in Canada which they know from our address and there are no Camping World stores in Canada. Our next trip to the ststes is not scheduled until the fall of 2016. So the Certificate will stale date by the time we get back into the states again. I called Good Sam customer service and was told that there was nothing that they could do to make ut right. I feel as though I have been cheated and will never renew their membership again , or use the one that I currently have. I will do my best to warn other Canadians of this 'scam'. I realise that they did send me the certificate as promised but it is not worth the cost of the stamp to send it to me. I am very dissappointed in Good Sam. When my roadside assistance runs out I will go to C.A.A. for their protection program. Far more reputable. To remedy the situation I only want what was promised to me. A $25.00 certificate that I can use when I return to the states in the fall. Simple!

Review: SAVINGS CODE: TD-SE 219476My wife and I have repeatedly called the ###-###-#### contact number over several months and requested that Good Sam Insurance Agency ([redacted] Winston-Salem, NC 27102-3199) STOP MAILING SOLICITATIONS for RV insurance. They have been repeatedly told that we SOLD OUR RV TWO YEARS AGO AND HAVE NO INTEREST IN THEIR SERVICE IN ANY CAPACITY. We receive lip service and they completely ignore our request. This is illegal -- a violation of consumer law! To be honest, we weren't thrilled with their service when we DID have it and fired them in favor of another carrier years ago.What does it take for your company to honor this valid request? Our information is to be removed from your sales solicitation database immediately and is not to be sold or in any way shared with any enterprise either internal or external to Good Sam.These solicitations are immediately shredded upon receipt. Lack of response will result in further pursuit of this issue until resolution.We appreciate your in advance and will expect confirmation by return e-mail within 10 business days (Friday, August 29) and a copy is retained for record.Desired Settlement: Our information is to be removed from your sales solicitation database immediately and is not to be sold or in any way shared with any enterprise either internal or external to Good Sam. We require correction of this issue and will expect confirmation by return e-mail within 10 business days (Friday, August 29) and a copy is retained for record.

Business

Response:

We've investigated Mr. [redacted]'s complaint and have stopped all mail coming from Good Sam insurance. I called and spoke with Mr. [redacted] to let him know that this had been done and I apologized that this had not been fixed earlier. Mr. [redacted] seemed satisfied with this resolution.

Review: On Sunday, July 13, 2014, my family and I were traveling home from a baseball tournament when I experienced an alternator problem with my unit. After discussing with my wife on what to do, I called Good Sam Roadside Assistance to utilize the coverage that I have paid for. Talking to the Good Sam agent, I was given the option of a towing service or roadside mechanic service. I chose to get the towing service. She asked me if I had a preferred Service Provider and I chose PPL there in Houston. I had my wife call them to verify if they were open or close(This was on a sunday) and they were closed at the time. I let the Agent know that and asked her several times if they could still tow it there and she said yes. At that time, she said she had a towing company lined up and they would get it there for me. At that time, I contacted the Tow Provider and they told me it would be a couple hours before they would be there. We agreed that I would leave it there and they would get it around 5 or so. Later that evening, a Good Sam Agent called me back and said they were closed and what I wanted to do with it. I told her that I knew it was closed and that I made it very clear and asked them several times if they could still tow it and the answer I got several times was yes. At that time, the agent called the provider and made arraingments for the provider to store it at there yard and to have it towed the next morning and that Good Sam would cover the cost. This was told to the provider as well. This morning I get a call saying I am responsible for the cost now to tow it this morning. I had to pay the tow provider 650 for them to move my motorhome to PPl after him and I were told that it would be fully covered by Good Sam and they would pay for it. Not only am I very upset about this but after talking with the Tow Provider they are as well. We were both told the same thing and now they are coming back and saying they wont pay for it. Very Bad buisness on Good Sams Part.Desired Settlement: I would like to be refunded the $650 towing cost that I had to pay. If I were told last night that I had to pay for the cost I would have made different arraingments like trying to find another service provider that was open to fix the problem. But myself and the tow provider were clearly told that Good Sam will cover it. The Tow Service made Good Sam call me to tell me I was responsible because he said Good Sam was wrong and he wasnt going to make that phone call.

Business

Response:

We spoke with Mr. [redacted] and reviewed the root causes of the service failure and reviewed the steps we will take to ensure this does not happen to any member in the future. I advised Mr. [redacted] we would reimburse him $650.00 which is what he had to pay out of pocket to the service provider. Also as goodwill gesture, we upgraded his roadside membership at no cost to the member.

Consumer

Response:

Although I have not recieved my check for reimbusement, I have reviewed the response made by the business in reference to complaint ID 10131968, and find that this resolution is satisfactory to me.

The resolution is satifactory but before the complaint is resolved I want the check.

Regards,

Review: When I completed the initial application I was asked to give my RV name, year, and VIN. The information I gave said it was a 1998 Winnebago, Vectra. VIN as listed on the door. The application was accepted and my first payment was given. The contract says the only way it be broken was

by nonpayment of the premium, intentional misrepresentation or fraud. At the time I completed the application I was told it was a 1988, which I know now it is a 1994. Also at the time I gave the correct VIN, which would tell the entire story. It is not my problem that they did not validate the VIN at that time. They validated when I put in my first claim which is too late based on what the contract says. On my trip I was under a false sense of security.

Desired Settlement: Reimburse my out of pocket cost to repair my transmission, and continue contract, with just the first three payments be the premium for the entire year.

Business

Response:

It is up to the customer to provide the correct information at the time of enrollment. Similar to any other insurance - if incorrect information is provided, unintentionally or otherwise, the risk is that any future claims may be denied.

For example, Life Insurance rates for smokers are very different than for non-smokers. If a smoker took out a policy as a "non-smoker" and it was later found that the applicant was actually a smoker, the claim would be denied and all premiums would be refunded.