Good Sam Enterprises

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.

Review: On June 9th, 2015, my wife and I contacted Good Sam Roadside Assistance due to a breakdown of our RV. We were informed that although we did not have an active Roadside Assistance plan, they would arrange a tow for us, if we paid a fee. We authorized a fee of 284.00 on a Mastercard, and gave the person on the phone our credit card information. At that point we asked for a receipt, and were told one would be mailed to us. Later we coordinated with our insurance and determined they would reimburse us that cost. We did receive the tow. We never received a receipt. Since then, we have contacted various departments at Good Sam (billing, Roadside assistance, etc) and have spoken to numerous people, who all said that the only thing they could do is mail us another receipt. This has been requested three times, and three times it never came. The people we spoke to at Good Sam were rude, refused to fax or email a receipt, and left us on hold for hours. The charge to the card ended up being $382.70, which was well over the quoted price, and without any kind of receipt or proof of agreement to this charge, we disputed it with the credit card company as well. Why is it impossible to get a receipt?Desired Settlement: At this stage, we would like either a full refund of the $382.70 or an emailed receipt explaining why the charge was so high, and what the charge covered. This has put us into serious financial hardship, and the longer this continues, the worse we think of the organization. Their very name suggests honesty, integrity, and customer service, and yet we have seen none of it. At this stage, we're not even sure some guy at Good Sam didn't get us a $50 tow and steal the rest.

Business

Response:

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.

Review: I purchased extended warranty coverage for my motorhome in April of this year because I thought it would be prudent on my part to protect myself from the possible eventuality of an expensive repair due to a breakdown while traveling. The plan was purchased from Good Sam Club. I believe they have an underwriter by the name of QBE of Europe. Having this coverage was important because we did not have any extra funds of consequence to cover an emergency situation such as this.While we were in California, and starting our return trip to Minnesota, our motorhome broke down on the multi-lane 215 freeway heading north. To date, the extended warranty company has said they will cover the failed water pump, but they would not cover the engine because their findings indicate the driver (myself) was at fault since the engine failed because it overheated as a result of me not pulling over and shutting down the engine to prevent the damage. I strongly disagree with this decision and view it more as a self-serving decision that was made to avoid paying a potentially expensive claim. The failed water pump caused the engine to fail! This cause and effect relationship is brought up in their literature when they emphasize (I am paraphrasing here) that if a non-covered part fails and it subsequently causes a covered part to fail, then neither the non-covered part nor the covered part would be covered in that instance. This is very obviously a provision to serve their interest. In my situation, they have acknowledged that the water pump failed and would be covered; however, they have declined coverage on the engine, a normally covered part, even though its failure was caused by the water pump failure! They are instead reaching and with a self-serving interpretation claim that the driver caused the engine to fail. Their assertion is absurd; it is again made with their interest in mind!I will now provide a detailed summary of the events surrounding the failure of the engine to include information regarding conversations that apply.On July 22, 2013, while driving on the 215 highway during rush hour traffic, a little bit south of March AFB, I had a mechanical problem with my motorhome. I had encountered several hills while driving this road. Each time, my water temperature gauge rose a small amount while going up the hill, but it went down when I reached the crest and started down the hill so this appeared to be normal behavior. The same thing happened when I ran into the problem.While going up this last hill, the engine started running rough. When that happened, my immediate thought was to get to the shoulder; I could not because I had traffic all around me. I let up on the gas pedal and checked my instruments. I found the tachometer was jumping up and down, the oil pressure was normal and the water temperature had risen again just like it had on the previous hills. The two semi-trucks between me and the shoulder were still there but gaining ground, probably due to me decelerating. As the last truck cleared me, the engine stopped running, and I saw the temperature gage had red-lined. At this point I no longer had power steering. I had my turn signal on, but the car to my right-rear was not giving ground. Finally, since it looked as if I had enough room, I coasted into the right lane and then onto the shoulder.We called our insurance company to get a tow. We also made arrangements to have an on-site mechanic come out to assist us because at this time we were hoping it was a busted hose or something of that nature. We were towed to a cul-de-sac about two exits north of where we were stopped. We spent the night there, and waited the next day until about noon when the mechanic showed up. He removed engine cowling inside the vehicle, and added water to the radiator. After it was full, he started the engine, and shut it off almost immediately. There was a lot of noise and water was spewing out all over the place. He said, I cant help youyour engine is shot. I paid him his fee and he departed.Next we called the insurance company again to get a tow to place that could work on the engine. We were towed to Crest Chevrolet in San Bernadino, CA. The first mechanics assessment was confirmed by the people at Crest Chevrolet. At this point, it was too late in the day to contact the people at Good Sam Club to initiate a claim on our extended service plan.The next morning the mechanic contacted Good Sam and was told that the engine had to be torn down to the point of failure. The mechanic told me that could cost as much as $3000 just to tear down the engine. I did not have any choice except to go ahead with this; I felt the engine surely would be covered under the plan so Good Sam would pay for this expense anyway.It was at this point my wife and I decided to rent a car and head home. There were three reasons for this decision. First, it would likely be on the order of a week before the process of tearing down the engine, taking pictures and emailing them to Good Sam and finally getting an okay from them for the repair ( at this time, we were still thinking there could be no decision other than for them to cover the engine repair). Secondly, once the okay was given, it would take maybe two weeks to order, receive and install the new engine. So we just were not going to wait for that process. Thirdly, we had to be back home because our daughter was scheduled to start summer practice for high school swimming. Since we did not have a place to stay locally, we felt comfortable with the decision we made because our extended service plan had provisions for a rental car, meals and lodging.On July 31, 2013, I received a call from the mechanic at Crest Chevrolet. He told me an inspector had been there and had submitted his findings to Good Sam. Those findings were: the water pump had failed and that is a covered part, but the engine would not be covered because the engine failure was due to overheating and that was because the driveDesired Settlement: I think Good Sam should be required to replace my engine immediately. Additionally, since this process has been dragging on excessively, they should also be required to pay for any storage fee that may be assessed by the dealership where my motorhome is currently stranded. They should also be required to pay my expenses associated the rental car, lodging and meals that were required for me and my family to return home.Finally, I would really like an apology from them for their greed!

Business

Response:

Dear [redacted]:

Thank you for taking the time to contact The Good Sam Extended Service Plan regarding the recent claim to your Motorhome.

We at Good Sam take the satisfaction of our customers very seriously and strive to provide our customers with one of the most comprehensive breakdown programs in the industry today. The Extended Service Plan is the only program that is a true insurance product underwritten by an A+ rated carrier. Since we do offer an insurance product, not a warranty, we are bound by the Terms and Conditions of the policy.

After a thorough review of the claim on your engine and a review of the inspection notes it was found that the engine cylinder heads were warped due to overheating. The overheating was caused by a lack of coolant, due to the failed water pump, and the continued use of the engine in a failed state. The Terms and Conditions of the policy are very specific regarding eligibility for coverage. It is stated in the policy under “General Exclusions”:

. • Any loss due to continued operation in a failed condition.

• Any loss resulting from inadequate amounts of coolant, lubricant, or fluids.

In light of this information we have no choice but to stand behind our Claims Administrators denial of the claim and will not be able to provide you with any further assistance toward the claim.

Business

Response:

Mr. [redacted],

We apologize that you are not satisfied with the answer you received. We do take the concerns of our customers very seriously and while you did not feel safe to pull off the road this in turn caused additional failure that are specifically not covered by the terms and conditions of the policy. Since we do offer an insurance product, not a warranty, we are bound by the Terms and Conditions of the policy. In the Terms and Conditions of your policy under “General Exclusions” it states:

• Any loss due to continued operation in a failed condition.

• Any loss resulting from inadequate amounts of coolant, lubricant, or fluids.

We also understand your frustration with the tear down process, which is needed in order to determine exact cause of failure to determine coverage. I will review your exact circumstances with our claims office to ensure that this was handled correctly.

As a benefit to our customer’s we do offer a review of claims if they felt it was not handled properly. This is handled outside of the claim administrators by Good Sam. Since it is handled outside of the claims administrators we do require that the claim is paid because we do not have any means to pay shops directly and want to ensure that the repairs are completed.

If you have additional concerns we would be happy to address them with you directly, but we unfortunately still stand by our claims administrator denial of the claim.

Consumer

Response:

Review: 9690686

I am rejecting this response because it does not address the concerns I have expressed in prior correspondence.

The text of my complete response can be seen in the included attachment.

Regards,

Review: On April 1, 2013 I purchased a extended service contact for my newly purchased RV. The application was completed that I listed the year, 1998, and the VIN that specifies the year of the RV. The application was accepted by the company and I made the first three payments. On June 5, 2013 my transmission need repair, and when the repair facility called to get approval for the repair they told the. That my RV did not qualify because it was a 1994 not a 1998. When I purchased it from a private buyer they told me 1998. I did not intentionally misrepresent the information because I did give the VIN which said it was a 1994. The contact says the only way it can be cancelled is by non payment of the premium or intentional misrepresentation of the facts. They were not. My expected resolution is for them to cover the repair. If I was not eligible it should have been indicated at the application stage. Not checking the VIN is their problem not mine.Policy # garmh.07092791.01.01Desired Settlement: Cover the repair and reinstate the contract.

Business

Response:

Unfortunately, the customer is not

eligible for coverage since the age of the unit is 1994.

We are dependent on the customer to provide the correct

model year. Normally the year is on the registration as well as comp and

collision insurance.

If 1994 was entered, it would not have let the customer continue, which is why a 1998 model year may have been used.

We have issued a full refund of premiums paid, which is the only thing we can reasonably do.

Review: NameOfTheCompany: Good Sam Club

CompanyAddress: PO Box 6888

BusinessCity: Englewood

BusinessZip: Colorado

BusinessZip: 80155-6888

BusinessPhone: ###-###-####

Website: http://www.goodsamclub.com

NameOfSalesPersonOrPrincipleOfBusiness: unknonw

YourReview: It's all bt! They send mailing after mailing trying to sell products for RVs, insurance, catalogs (we have a small camper that is IRRELEVANT to products offered). In 2012 I asked SIX times in writing by USPS and twice by email to be permanently removed from mailing/membership list. They ignored all requests and continued to send junk mail. Three days ago, I finally received a cancellation notice. Delighted until yesterday, when I received a "you have received a complimentary membership" letter. They will not listen to or honor my request to be taken off all of their mailing/membership lists. I hope you can get their attention.

DiscussedTheReview: 1

PersonSpokenTo: 6 letters and 2 emails to Good Sam

WhenSpokenTo: 2012, multiple times

ProductOrService: camping/rv services

DatePurchased: 04/2012

WasTheProductOrServiceAdvertised: No

WhereAdvertised: Camping World, Albuq. NM

RepresentationsMade: This free one-year membership will help you enjoy camping and let you have services helpful to you.

WhenRepresented: April 2012

AmountInDispute: 0Desired Settlement: To permanently remove me from their mailing/membership list and to NOT give/sell/or otherwise convey my name and address to any other vendor, company, person or other entity.

Business

Response:

Because the customer purchased an RV from Camping World in 2012 they were set up as complimentary Elite member. We have contacted the customer and let them know it will be cancelled. Note that it

could take 4-6 weeks for all mail to stop.

Review: The policy expressely call out coverage on the microwave and leveling jacks. They have refused to honor the replacement when these components have failed. Althouth the jacks have worn out and leaking seals, they say this is not a mechanical failure. The Microwave cannot be turned on but this is not a mechanical failure so they will not cover the warrenty. The fact is neither component work and they will not stand behind the warrenty.Copy if insurance policy available if necessary.Desired Settlement: Replacement Replace the component as warrented or refund all of my insurance premium for the past 3 years. I want good Sams club to sease offering this policy as others RV'er are being scammed every day.

Business

Response:

After a thorough review of the

claim submitted it has been determined that the additional amount requested has

been denied. Unfortunately we are

limited in our liability towards the cost of the repairs as the failures

reported are not covered under the policy terms and conditions. Per the claim information the shop reported the failures

to the jacks were due to the cylinder being pitted causing the seals to

leak. The shop also reported no failure

to be found on the microwave except for a broken plastic panel. All this information is stated on the

Lazydays invoices attached. Our claims

office took the cause of failures reported from the shop and referred to the

terms and conditions to determine coverage. After reviewing the failures

reported, pitting is caused by rust, corrosion, and/or physical damage which are

excluded under the policy terms. No mechanical failure was reported on the

microwave, the shop stated it was operating as designed except for the broken

panel which is also physical damage and excluded from coverage. 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”:

MECHANICAL BREAKDOWN COVERAGE

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 Mechanical Breakdown. A "Mechanical

Breakdown or Breakdown" is defined as failure of a defective covered

part or faulty workmanship of a covered part as originally supplied by the

manufacturer and under normal service. A covered part has failed when it can no

longer perform the function for which it was designed solely because of its

condition and not because of the action or inaction of any non-covered parts.

Replacement will be made with like kind and quality to include rebuilt or

remanufactured parts. Parts may be upgraded to “new” at owner’s expense.

• Any loss caused by negligence, misuse,

abuse, impact or collision damage or from any other cause whatsoever, except as

provided under this Coverage.

• Any damage or failure resulting from rust,

corrosion or freezing.

Business

Response:

It is the position of the Administrators of Good Sam Extended Service Plan that there has been absolutely no attempt to deceive the customer or to deny responsibility for said claim. We have found no evidence that their was any room for interpretation of coverage as provided in the terms & conditions. We have provided detailed explanation by

letter and by personal phone conversations with the customer as to why these items are not covered. We pay millions of dollars on behalf of our customers every year in repair claims for legitimate claims. We stand by our position.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID 9511528, and find that this resolution is satisfactory to me.

Regards,

Review: We are members of Good Sam Roadside Assistance Motor Club. July 3, 2014 we drove on Interstate 85 towing our camper the out part of the right rear tire came off. The towing company they dispatched did not know how to use our equipment and he left us stranded on 85. Please the enclosed correspondence 2 have made to G.S. Motor Club. I know we were in great danger and called 911. Three GA State Patrol cars came they changed the tire.Desired Settlement: Pay for the cost of repairs, tires.

Business

Response:

We contacted Ms. [redacted] on Monday, December 15, 2014 and addressed her concerns. She was concerned that damage in the amount of $1028.28 was sustained during flat tire service as result of Good Sam Roadside service provider actions. Researched events through conversation with Member, Dispatch notes, and Dispatch call recordings. The service provider did not complete flat tire service and Ms. [redacted] subsequently called GA State Highway Patrol who did complete the flat tire service. Informed Ms. [redacted] of Good Sam Roadside benefits and service provider expectations. Advised Ms. [redacted] of goodwill reimbursement in the amount requested, $1,028.28. Ms. [redacted] seemed satisfied with this resolution.

Review: Good Sam advertises 4 Free issues of trailer life magazine with a membership. I joined March 2014 9 months ago with no magazines. Company is giving me the run around and lying to me. Something so easy is turning into a problem where others need to get involved.Desired Settlement: As advertised

Business

Response:

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.

Review: We have had the Good Sam Extended Service Plan for several years. We have filed only one small service claim in the past.In July 2014, we had a head gasket blow on the engine of our motor home. It was stated that it was a thermostat that froze up. This in fact was not true. As a result, the repair work and subsequent living expenses were totally declined. Upon "review", it was also declined because it was the thermostat. During the time that our motor home was "in the shop", the claims adjustor from Good Sam requested that the engine be taken apart to correctly identify the source of the problem. This cost us over $2,000 to do this. There was no additional follow up by the adjustor to see if, in fact, it was a blown head gasket.We submitted our claim forms as requested and were subsequently denied all expenses for the repair and subsequent living expenses, which by the way was a total of 26 days.Desired Settlement: I am requesting to be made whole from the insurance company. The total expenses that were submitted were $16383.59. I will be happy to forward any and all documents that you may request.Thank you.

Business

Response:

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 overheat. Per 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 parts. The 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 completed. The policy’s Terms and Conditions are very specific regarding repairs that are eligible for coverage. It is stated in the policy under “CHASSIS COVERAGE & GENERAL EXCLUSIONS”:

Review: My issue is that on oct 4, 2013 I purchased your ESP for my RV. I hardly ever go anywhere in it so it sits in my driveway. I start it every three or four months to keep the battery up in it. I also will run the generator to keep it in good condition. WEll a couple weeks ago I tried to start it and it would not. I called you to see if it would cover a fuel pump if that is what was wrong with it. I was told yes. I arranged to have it towed to an "approved" garage. Since then which was on 3/10/14 I have been given the run around. Yes no yes no. The mileage was not current., OK I got that taken care of then it was that the thing was preexisting condition. Gee how did it start all those times I moved it out of my way to mow and up to where a hose would reach to wash the RV. This whole process makes me think you are just another predator taking people's money and not doing what you said you would. Repair those things that go bad.I am disgusted by you calling or rather insinuating that I am untruthful or any other derogatory adjective. Please take care of this. I was told now that I will have to pay $50.00 to leave this ripoff of yours. Do I have to go hire an attorney to get any of this straightened out? I am not a liar or thief and am offended to the bone by your treatment of me.Desired Settlement: reimbersment for repair bill and wave the $50.00 cancellation fee. I need an apology from those who accused me of fraud. there is no reason for me to keep the policy that refuses to respect me and honor their responsibility to me

Business

Response:

Spoke with this member this afternoon. Ms. [redacted] was very upset and stated that she felt Good Sam had called her a liar. I apologized on behalf of Good Sam and told her we never meant to imply she was a liar. I offered to email her forms to submit her claim to our review board to be considered for reimbursement. These forms will be emailed to Ms. [redacted] this afternoon.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9973696, and find that this resolution is satisfactory to me.

Regards,

Review: On May 26th my husband and l, along with our dogs returning from a dog show in Vallejo, CA, broke down in Jackson, CA.. . . . .we of course called our Good Sam club as we are members, trusting that they would help us……. this has turned into a disaster beyond belief..After numerous calls„ listening repeatedly to their“ messages, getting transferred to the right person to speak to, and then put on hold for sometime over half an hour, and finally told that help was on the way, however, the truck, needed to haul our vehicle was located in Placerville, CA and 'it would a. few hours to get there. Okay, finally, help is on the way. ...we thought. With that, a good friend came to get my husband and some of our dogs to take them home. I was left with the RV…. About and hour later I received a call from the person who has the truck that was supposedly on his way....wrong. I was informed by him that his truck wasn’t big enough to do the job and wouldn’t. be' coming.....huh?‘ He advised that he would call Good Sam to let them know and that I Should also make the call to inform them of the problem. . . call, disconnect, call, disconnect, call disconnect, I can’t tell you how many times I listened to that stupid recording and was disconnected….. (a lot). It now is dark and I am still waiting for my husband to return, not to give up trying to reach Good Sam…. When suddenly my phone rings and it is the person who was supposed to haul our vehicle to begin with. Letting me know he hadn’t forgotten

me but that he was still on hold and nobody was answering…. I told him that too was trying to reach them and couldn’t get through…. He advised that we should call a hauler in Pioneer, CA closer to where we live, that they had a truck that could do the job……I finally was able to get through to Good Sams and was told they would try to find someone that could haul us to Pioneer, CA. I gave them the information that was given to me and viola, the contact was made and help was on the way again…. These folks called me to let them know that they were on their way ….. thank you god!

My husband returned at last and I was able to relate no him all that had happened. It took. about an hour before the other new truck from Pioneer, CA to arrive and about another hour to get it loaded. ....at least that amount of time…..it cost us $88.00 on our credit card, thank you! Good Sams took care of whatever other charges there were for this tow.

Chapter two:

We were informed by the garage in Pioneer that they wouldn‘t be able to look at what needed to be done until Friday, Okay. . .Friday came and we got the phone call that they couldn’t do the repairs that it needed to be taken to Freightliner for repairs….they are in Sacramento, CA …..here we go again. Called Good Sams, yep, same recording …..trying to make it short, after being told that because we suggested towing

to the garage in Pioneer, CA that Good Sams would not be responsible for the charges of $1,000.00 to Freightliner in Sacramento. They would take about $700.00 and the rest to be paid to the truck driver. Okay, no problem….. put it on the credit card, here is the number …. Wouldn’t go through, the lady on the other end said they were having problems with their computer and she was certain it was because of this that the card wouldn’t go through, after several calls along these lines, it was quite evident that this wasn’t going to happen and I took it from there to try to place funds where it was needed to make the card work…. Gets kinda crazy and if you’re confused, imagine where my head is at….We had do to it the “easy way” Call Good Sams, listen to their recordings, put on hold, you’ve got it. My husband appears after a good long time of me phoning, etc. he tells me we can put it on this other credit card and there shouldn’t be a problem……I get a bit

confused from here on out, but I did finally get through to them and they took the card number, took our money, whatever that amount was and because of the hour, couldn’t get it towed until Monday? I think…. This happened on that Friday, I was told to call the towing company to let them know and to set up a time, which I did. Originally I was told between seven to eight o’clock in the morning but to check back Monday morning which I did. I was then told that it wouldn’t nu until 12:00 – 12:30 that day….. Okay ……because mu husband has the

keys, be left here at about 11:30 and was at the RV by 12:00 and would call me when they would be on their way….. I waited ….. and waited …..and waited ….at 4:00 p.m. thinking my poor OLD husband forgot to call me and that he was in Sacramento……. NOPE, not so …..the truck never arrived and that he (my husband) was very hot and tired and was coming home…..my husband is 75+ years old……of course he is hot and tired with the kind of runaround we were getting plus the very hot days we are experiencing….I call to Sams Club once again, frustrated,

angry and using the best terminology I could muster so that someone there would know how angry I am…..I am calling to cancel with that tow vehicle they were sending that we have another for the same amount of money and would you please put that money back into my account. WHAT???? And hearing please Mrs [redacted] calm down…..we are cancelling the tow vehicle and we are refunding your money but it

takes about five to seven days for it to get there. It goes on and on from there, I am in hysterics and it is a wonder that I am not having a coronary by this time…..comes today, this morning and mind you, I still get hysterical having to speak of it again…..Desired Settlement: Refund

Business

Response:

We spoke with Ms. [redacted] and apologized for any communications or service failures that she experienced. Apologized 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. [redacted] we will be sending a refund of $912.00 for second tow. We confirmed that the Ms. [redacted] was satisfied with this solution and gave her our direct contact information should any other questions arise.

Review: On July 28th, 2013 and about 10:15 I locked myself out of my home for 6 hours due to the fact that the batteries on the combination pad lock had drained out without my knowledge as the pad lock did not warn me of bad batteries, therefore, I was left outside of my home for 6 hours while I was trying to get this issue solved by calling my roadside assistance, the "Good Sam Auto Roadside Assistance to send help to open my home.In order for me to get "Good Sam Auto Roadside Assistance" to call a locksmith I had to pay them an extra $50.00 on top of the Yearly $89.00, plus a $45.00 (which I have a receipt), I had to pay out of my own pocket to get a locksmith on my as the locksmith they had sent over took two hours trying to get my home opened and which he wasn't successful. The locksmith which "Good Sam Auto Assistance" called initially did not have any success in opening my home. Harlee's Key Service, 218 Asturias Ave. Laredo TX 78046,serviceman spent two hours trying to get it opened, to no avail.The locksmith which I was force to call on my own, Easy Access Key Service was very successful I might add that he only took 3 minutes to get my home opened, very professionally, which I might add, had to pay him $45.00 out of my own pocket.After the two hours that Harlee's Key Serviceman had tried to open the doors without any success, the lady driver came up to him and order the serviceman "to leave since he had not been successful to open the doors and to leave me and for me to call my road service company and to let me take care of it".At this point and time I called "Good Sam Auto Roadside Assistance", my roadside service provider and the lady that answered my called, Mary Beth, just told me "that they could not send another locksmith since the one they had already sent could not open my home. She told me to call my home security service provider and to see what they could or to call the police dept. They did not fulfilled their service and left to fend on my own. Product_Or_Service: 06/01/2013 Order_Number: 28749879 Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund I would like to have "Good Sam Auto Roadside Assistance to release me from the contract and to refund me the following; $89.00 for my membership fee, $50.00 for the up-grade so that they could send me a locksmith and my expense for the locksmith which I called on my own to open my home and which I have a receipt for the amount of $45.00. Total amount of refund in all is, $184.00. and let's not forget my release from the contract from "Good Sam Auto Roadside Assista

Business

Response:

When Mr. [redacted] initially called Good Sam Roadside Assistance, to report that he was locked out of his house and required a locksmith, the membership that he had did not cover home lockouts. We offered to upgrade his service for the additional $45. At that time we dispatched a locksmith who was unable to unlock Mr. [redacted]’ home. Mr. [redacted] then called a second locksmith who was able to unlock his house, which he had to pay $45 out of pocket for the service. We have since spoke with Mr. [redacted] to rectify this situation and apologize for the poor service he received. We reimbursed Mr. [redacted] for the upgrade in membership and the $45 for the second locksmith.

Review: For several years I have been a member of the Good Sam Club and purchased from them Liability and Collision Insurance as well as membership in their Roadside Service Program. I received several renewal notices from the Roadside Service Program months in advance of the renewal date, but due to budget reasons, ignored them. Then, last month, I received an email from Marcus [redacted], the owner of the company, advising that I could save $5 if I clicked on a link in the email to renew, which I did.I was taken to a website page which failed to provide the promised $5 discount, so I called the Customer Service number listed and spoke with a rude female who quoted me a MUCH HIGHER rate and refused to honor the promised discount denying that she knew anything about it. She gave me her email address when I asked if I could email the communication I received from Mr. [redacted], and I sent her THREE copies of his email, each of which she denied receiving and then she persisted in refusing to give me either the rate on their website or the discount referenced in Mr. [redacted]' letter. She then promised to call me to let me know when she received the emails from me, and never called me back.The next week I received another solicitation to renew and replied to that email with copies of Mr. [redacted]' email and I sent a copy of my reply to his company email address. I received no reply to either email.A week later I sent another copy of the unanswered communications along with a report of my dissatisfaction and again my email was neither acknowledged or replied to.If this is the way this company treats LOYAL FAITHFUL RENEWING CUSTOMERS, I'd hate to see the way they treat the general public who they spend millions of dollars on slick marketing programs only to chase them away with snotty call center representatives who are in the bait and switch scam business. The representative I spoke with has NO active listening, problem resolution, customer service training, or best practices training.Desired Settlement: Renewal of my membership at the advertised rate ($114.95) less the promised $5 discount, and an apology from the woman's manager for the distress and inconvenience she caused me, along with a commitment to ensure that this employee receives training in customer service, active listening skills, problem resolution techniques, and compliance with best practices of that industry.

Business

Response:

I have spoken with the customer and we honored the renewal rate on his Roadside membership based on the email he stated he received. The customer has shared with me the emails that he sent to our customer service team and did not receive response to. We are investigating this and will address as appropriate based on our findings. In addition, we are pulling the recorded calls from when the customer called our center and will address any training gaps as necessary.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10560590, and find that this resolution is satisfactory to me.

The financial substance of my complaint has been resolved to my satisfaction. The company says that it will be investigating why my emails to them in an effort to resolve this matter directly with them, were not answered. They promised to get back to me after that inquiry is completed.

Review: August 25th on the Good Sam website there was an advertisement "RENEW YOUR MEMBERSHIP NOW AND GET ONE MONTH FREE CAMPING" "RENEW NOW" "OFFER ENDS SEPTEMBER 2, 2013". Ss to me this was a great deal and I renewed my membership for three years for $59. After renewal I didn't see anything about the free month camping so I emailed Good Sam. The response I got back was "Thank you for contacting Good Sam. This was a typo and the offer is 13 months plus a free night of camping. Sorry for the confusion." I didn't need to renew at this time and the only reason I did was for the free month of camping. I then received a free night camping certificate in the mail and it said a free night, but was limited to $25 which is less that it usually cost me for a night of camping. All the way around there is false and misleading advertising from Good Sam. I have sent them an email about getting my money back, however on the Good Sam website they state that "Membership fees are non-refundable".Desired Settlement: I want them to cancel my renewal and refund the $59 I spent to renew.

Business

Response:

Mr. [redacted],

We would like to apologize for the misinformation and inconvenience we caused you. We have refunded your $59 membership, plus the additional $13.33 for time remaining on the membership as of 9/6/2013. We also left your membership active (at no cost to you) through 5/31/2014. We left you a message at the phone number on file to confirm that you received the refund. If you have any additional questions feel free to give us a call.

Regards,

Good Sam Club Team

Review: Our 2008 Daymon Daybreak has been sitting at the Sirpilla Dealership in Akron,OH for 2 weeks now ( we are starting on week 3 ) to be repaired. We bought an extended warranty on our motor home to avoid this type of situation. The Generator went bad ( we have had it less than 4 months) with 36,000 miles on it. For two weeks we have been told the dealership was waiting for the "higher ups" at Good Sam to see if the repair would be covered. Today ( Monday, July 8th) when I called Good Sam they threw it back to the dealership asking for an estimate of repair cost. Why this couldn't have been done 2 weeks ago is beyond me. When I called the dealership I was told they have to take it out of the motorhome and send it to get the estimate. Then they will send it back to Good Sam. We have a reservation for a camping trip from July 18 to August 4th. At the rate Good Sam is going we won't have our motor home until the end of summer.Desired Settlement: I want my motor home fixed at no cost due to our extended warranty OR Hotel reservations paid for the trip we are going to miss out on due to not having our motor home.

Business

Response:

In this case, the generator exhibits symptoms of "Blow By" meaning there is some sort of internal issue allowing oil to go through the exhaust. The most common cause of this is worn or stuck piston rings and unfortunately the contract specifically excludes coverage for the condition. This is typical of a generator with excessive hours and or simply worn out. The dealer has requested to just replace the generator, however for the contract to assist, the dealer needs authorization from the contract holder to disassemble the Generator engine so that actual cause of failure can be seen. We have spoke with Mr & Mrs Skidmore today and advised them that if this is this case the contract may not be able to assist.

Review: On October 2, 2011. I called to have my '89 Lincoln Town car Signature towed to Reese Auto Service, [redacted], Lubbock, TX. Good Sam Affinity Road Service refused to pay the just bill of $75.00. See attached correspondence.

On June 4, 2012, I called to have my beautiful '76 Cadillac towed to Reese Auto Service, [redacted], Lubbock, TX. Good Sam Affinity Road Service refused to pay the just bill of $48.00. See attached correspondence.

On June 4, 2012, I talked with a lady named Diana and requested a flat bed to the above address. She said Juan Cantu Towing would have a hauler here at my home no later than 45 minutes. He was here in 15 to 20 minutes and did a very good job of loading, hauling and unloading the Cadillac to the garage and charged the garage $48.00. See attached bill.Desired Settlement: See Complaint Text

We have been members for 14 years, and used their service 3 times.

The first time was a breakdown of a class A RV, 1 1/2 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 15 mph rather than send a correct sized wrecker.

The second time was a flat tire, and we waited for 3 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 hauler. We sat on a BRIDGE in heavy traffic in a metro area for 9 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 7 dogs with us, with no where to relieve them. I was told that Good Sams refused to pay for 2 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 size. This is totally unacceptable and I am shopping for a new, reliable service.

Review: Pre-Paid for 3 of Good Sam roadside service in 2012. use to be with AAA. tried to use their service for the first time on 10/18 and then on 10/20. Both times the experience was horrible and no actual assistance was given to us. Had a flat tire on the truck the I was using to trailer my toy hauler. Called for assistance and after waiting 45 minutes to get a confirmed time from someone to come out I decided to change my own tire, this was on the side of a 91 fwy with my wife and two kids in the car. Second time, 10/20 we lost a tire on the Trailer, has 2 on each side, one wheel and tire completely fell off, called to have to towed home, since we were less then 30 miles away from homeAll I kept getting was no, they can't, they can only tow it to a nearest repair location. This was at 3pm on a sunday, when asked what location is that, all we got was we have to search for oneIn the past with AAA, they would tow us unto 100 mileswhatever locationSo after giving up on this we drove home 50 at MPHWhat a HORRIBLE serviceI'm switching back to AAA soon as I can...Desired Settlement: Requesting a FULL refund, since never used the service and when trying to use it was unable too...

Business

Response:

Our roadside assistance coordinatlros spoke with Mr. [redacted] on 10/28. We apologized to the member for the service he received. In addition we reviewed with him the steps we will take to ensure this doesn not happen to him or any member in the future. As an apology to the member, we have extended his membership by 1 year and upgraded his membership level to platinum. The member indicated he was satisfied with this resolution.

Business

Response:

We have spoken with Mr. [redacted]. We came to a resolution of cancellnig and refunding the membership in addition to the $89 already promised. Mr. [redacted] was satisfied with this resolution.

Consumer

Response:

Review: 9774475

I am rejecting this response because:

Review: Hello,Our vehicle was towed by Good Sam Club provider(Coles Rd. Transportation)located in Camden Co. New Jersey. It was damaged by the tow truck operator and not reported by him. Because it was dark when I inspected the vehicle that night I didn't notice the damage until the next day. I was not able to record the damage to the fender until after the suspension was repaired. We submitted a claim to Good Sam right away with pictures of the car before it was towed with no damage to the lower portion of the fender and all the proof and evidence they requested, which their underwriter Allstate has denied the full amount of the claim. We have tried repeatedly to resolve this issue with Allstate and Good Sam, since 5/12/2015, the day after the car broke down. This has become very frustrating and time consuming and we are not very happy with how Good Sam has handled our claim. Their provider has damaged our vehicle and has refused to pay for the full amount of the written estimate from a local reputable repair facility.Desired Settlement: we have a written estimate in the amount of $992.75 of which they have only offered to pay $500, which is unacceptable. We would like the full amount to be paid so we can have our vehicle properly repaired. Thank you

Business

Response:

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.

Review: At approximately 6:30 on November 14, 2014 my daughter ran her car out of gas, I contacted you guys and utilized the app on my IPhone, it got me in touch with an agent. She began to ask me the dumbest questions considering she had all my info up on her screen already due to using this app, I even asked her don't you already have this? She said yes and skipped the questions. I proceeded to tell her the situation and advised her that I am in the auto service business and that I know there is a provider that is 3 blocks away and is contracted to do service with Good SAMs. She put me on hold for a LONG time only to come back with a provider that is located in Chicago which is over an hour away and would take that long to come? I said to her did you not call the service 3 blocks from me? She said no? I told her to contact them because they are on call 24/7 and literally blocks away. She put me on hold again for a very long time and when she came back she said they would not answer. That was a outright lie. I contacted them on the other line and they picked up on the very first ring. I knew she lied because being in the business I also knew they are on police tows for our town and have to be available. After about a half hour of wasting time with the agent and having my daughter sit in a freezing car I hung up with the agent and handled the situation myself and had help for her within 10 minutes and up and driving off within 20. Horrible experience AGAIN..Desired Settlement: My time and my daughters time and safety is the utmost importance to me. I want a representative to contact me to evaluate how this service has actually cost me money and safety and how they plan on handling this situation.

Business

Response:

Contacted this member and addressed their complaints. After investigation we found that the member requested that a specific service provider be contacted (who was 3 blocks from site of disablement) to supply fuel. The dispatch agent could not find this particular service provider on the in-network list and told the member that they would dispatch an in-network provider with an ETA of 55 minutes. The dispatch agent did not pursue requested service provider as an out-of-network call. The member then terminated call with the dispatch agent. Informed the member of appropriate GSRA benefits and service provider expectations. Advised the member of 1-year goodwill Auto Plat+ RA membership extension. The member was satisfied with this resolution.