Good Sam Enterprises

Review: I received an email from Good Sam Club (I am a member) offering a lifetime membership at a $200 discount ($299 vs. $499). I went to my existing account and signed up but they charged my credit card $399 or $100 over the advertised amount. I requested a credit back to my card and they said they couldn't do that (very suspicious). I had several email correspondences and three phone conversations. The last phone call I was told they would mail me a check and it would take a month or more to be processed and arrive. This is unacceptable so I disputed the charge through my credit card company. They made the error and overcharged me to why do I have to wait for over a month to receive the money this miss-charged?Desired Settlement: I want the $100.00 they overcharged me refunded immediately.

Business

Response:

Spoke with the customer and told him that we would push the refund check of $100 through our system as quickly as possible. It should mail on 7/3 and hopefully he will have it within 7-10 days of that date. Explained this to the customer and he is okay with this time frame and will watch for the check.

Review: In the early hours of July 4, 2014 our RV broke down on US 412 @ OK 88. We called the 800 number for dispatch and were told they would send a tow truck to tow us to Cracker Barrel as no mechanics could be verified to be available for repairs. We waited and no towing company called us. We repeated the calls to Good Sam Dispatch 3 more times after which we were told to just sleep in the RV along side the road and call again at 8 am. We had two children with us and the speed limits on the highway were 70 mph. While not in immediate danger, the situation was definitely precarious. In desperation, we called AAA. Within a 1/2 hour we had a tow truck at our site and were towed to a mechanic in Pryor, OK. On July 7, I contacted Good Sam via their website to let them know of our dissatisfaction with our encounter. They finally returned the call and made contact on July 14. Initially they tried to justify the behavior by saying services in the area were limited. This is inaccurate as we received services through AAA. In fact, the tow truck driver informed us that Good Sam had contacted him, but they were not pleased with his quote. So, to save a few dollars, they intended to leave us stranded at the side of the road. After discussing the issue with the customer service agent, we were informed this would be brought to the attention of the company in a meeting. We were not able to talk with people who could make decisions or rectify the situation. We requested our money back and were told that in the aforementioned meeting they would consider refunding a pro-rated membership fee.Desired Settlement: We are requesting a full, 100% TOTAL REFUND, or the purchase by Good Sam of a membership in Coach Net! A pro-rated refund is insufficient as we did not receive any service, in fact, we would have been better off without the Good Sam Roadside Assistance. We also desire a written apology for the inadequate service leaving us stranded at the side of the road for hours.

Business

Response:

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 7/15/14 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 member. We 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.

Review: I have a complaint both with roadside service and the extended warranty they sold me I was driving from great falls, mt to Crecent city, ca on 7-21-13. I called roadside assit for help because my 5-wheel lost it breaksthe next morning the send out ark mobile rv repair after pending 350.00 out of my own pocket the tech said when you find out whats wrong with it I would lik to know. I called the next day to find out if there were any shops around and the told me their was one at Junction city or. I called with thye number provided and said I was on my way and would be there in 2 hrs.the guy on the phone told me no way its a 4 -5 hr drive and I ask him where he was at and he saqid outside of Portland. this is after we were already on the way to Junction city. Junction city is closed so they just had their phones forward to Portland. that covers te roadside assit.the good sam extended servicer plan is far worst. I called them for refrig repairs and air cond problems and they told me I could go anywhere I wantso I went to Martin's rv service center in great falls they fixed the refig and the water leak in the main holding tank I paid them and sent the bill to good sams for payment that is from 3-29-2013 still no checkI talked to [redacted] at good sam serval times and his story changes everytimeHe told me there is limited places where you can go in montanta and is askedhim for my money back for the warranty. He said I will call you back(never does) so I wait for a few weeks call again I think if no want wants to take good sam warranty in the great falls area they should h]not sold me a policy for the trailerDesired Settlement: My extended warranty that they haven't paid one dime on

Business

Response:

Mr. [redacted]' Extended Service Plan claim is still open and authorized; we have requested that Mr. [redacted] submit required information that was missing from the original claim. On 5/22/13 we sent Mr. [redacted] a letter requesting this information. On 8/14/13 an invoice was received which contained only the VIN # and the labor rate. The following information was still required but not received: Part Numbers, Requested Warranty Information, Cause of Failure for Both Parts, Requested make/model of refrigerator, and Requested Manufacturer on Fitting. We advised Mr. [redacted] multiple times (on 8/12/13, 8/22/13, 9/18/13 and 10/21/13) that the additional information was still required to proceed with processing the claim. When Mr. [redacted] requested a full refund on the policy on 10/21/13, we did explain to him that the best we could do would be to backdate the cancellation on the policy by 30 days. At this time, Mr. [redacted] ended the call with our representative.

In regards to Mr. [redacted]’ concerns with his Roadside Assistance, we have initiated an internal action to review the events of his call.

Review: I chose to agree to a membership in the Good Sam Club at a Camping World store in South Carolina this past fall. I was promised a merchandise certificate that would be good at any Camping World location, online or in a physical store. When the certificate arrived and I attempted to use it, it repeatedly was listed as "no value on this card." With repeated and numerous emails or phone calls, I was then informed that I could only use it in a physical store - not online. Today, after driving 30 miles to the nearest store in Statesville, NC, I was then informed that since the item I wanted was not in stock I couldn't use the certificate to order from the store location without making another trip to pick up the item in person. But I was told that if I were simply to enter the certificate code online without the preceding letters, then it would work fine. Which it did not. I have returned the certificate to the Good Sam Club at PO Box [redacted], Englewood, CO, 80155, with my claim that their marketing / advertizing on this membership was completely false and asked them to provide me with a genuine $25 credit that actually could be used.Desired Settlement: I want the actual $25.00 credit to be used at Camping World - either online or in an store - that I was promised when I spent the considerable amount to renew this membership.

Business

Response:

We have sent Mr. [redacted] a $25 Gift Card (which can be used online, in store, etc) to his home address. This is being shipped via UPS, with a tracking number of 1Z9W521A[redacted]6.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10436392, and find that this resolution is satisfactory to me.

This matter has indeed been resolved.

Regards,

Review: My family and I took a cross country this summer and traveled from Ohio to California in an RV. Two weeks before we left we purchased all new tires, had our RV serviced & bought Good Sam Roadside Assistance. It wasn't long until we needed the Roadside assistance as we blew what we thought was one back tire in Arizona. We called Good Sam for help and it was brutal. The length of time that we waited was inexcusable but aside from that they finally sent someone. I had to pay $540 to Good Sam over the telephone with my credit card. I wasn't exactly sure why we had spent the money on Good Sam since they charge for service for someone to come out ($130)plus the cost of the tire, but at that time I just wanted off the side of the road as where we were stuck was quite dangerous. When the repairman came to our rescue our dually tire was also flat. We followed the repairman back to the shop w/ our older spare on to get a tire to replace the 2nd tire blown. Once all was said and done the manager had called Good Sam and they refused payment for the tire as they said "we were no longer stranded". So, we had to pay an additional $357 for the second tire. Very long story short we blew another tire in California and the repairman there told us that the tires did not have the valve stems tightened and that is why our tires were blowing. Once back home we called the business that had originally put on our tires and they agreed to refund our money but we needed the receipts. I had not received any receipts from Good Sam so I called Customer Service. Customer service said it would take 7-10 days but I needed it sooner so they told me to call Dispatch. I called Dispatch and they took my information and said they would call me to confirm everything and get the receipt to me. I just called again after 2 weeks and a CS rep named Carlos told me that my requests were not even noted!!! I requested the receipt again but my experience with Good Sam has been AWFUL!!Desired Settlement: I would like the receipt sent to me as soon as possible with a written letter to the Tire Company (Discount Tire) an explanation of why it took so long to receive a receipt. We look like fools trying to collect on an accident and not showing receipts in an appropriate amount of time! Also, I feel we deserve a credit on our second tire if not the entire amount of our tire (Good Year, Great West in Arizona told us they typically cover the second tire).

Business

Response:

Good Sam has no record of a request for the receipt other than the one showing that we sent a receipt for the additional fees to your Galena OH address on 8/1/2013. We have addressed the other issues with the representative(s) that you spoke to during your request for assistance to ensure that this doesn’t happen to you or any other member in the future. We would like to offer a one year extension as part of the resolution to your complaint . Please let us know if you would like to accept it and we will process the extension and have new cards out to your Galena OH address within the next 10-14 days from receipt of your response. Again we apologize for the lack of service and look forward to regaining your trust going forward.

Consumer

Response:

Review: 9641776

I am rejecting this response because: I suggest you pull all voice records concerning this issue from the phone calls I made. There were four separate requests for this receipt and many times I had to speak with both the dispatch office and the customer service office. There is DEFINITELY a problem with your customer service if my calls were all ignored.

Regards,

Business

Response:

Review: Our camper broke down on the way to winter storage. Called Good Sam roadside assistance to have it towed. I was told they could only tow to nearest repair shop on the platinum plan. I then stated that no I had to have towed to storage. When I upgraded my plan from the basic plan to the platinum plus plan, which it was supposed to be, it turned out to be just the platinum plan,then I was told I had to upgrade, which I did, then was told that no they wouldn't tow it at all. I spoke to a manager, sat on hold for hours, spent over 3 hours on the phone total. I was given a quote when I first got on the phone of $350 to tow it 60 miles, over the course of my phone call this quote was "lost". The dispatch person was even worse, I kept asking to speak to manager, never talked to one. Then dispatch couldn't even answer simple questions as to who the towing provider was and what time they could tow it, or even a new quote. After 3 hours of the run around I finally gave up and asked for a refund on my membership, was told they would only refund $36. When I called back to file a complaint with their office I was told because I cancelled my membership they didn't care and I could take my complaint and f* off and they didn't care because I was no longer a member.Desired Settlement: Full refund of price I paid for regular membership, and both upgrade fees. NOT the prorated refund.

Business

Response:

On 12/18/14 our team contacted Mr. [redacted] and addressed his complaints. Mr. [redacted] experienced mechanical problems and drove his RV back to his own home, then called dispatch for towing service. Mr. [redacted] requested a tow from his home to a friends home. Mr. [redacted] said his friend was a mechanic working out of his home. Mr. [redacted] was advised by dispatch that we do not tow from residence to residence. Dispatch then transferred Mr. [redacted]'s call to member services. Mr. [redacted] stated that he had, several months prior, upgraded to RA Plat+; however the member services agent could find no evidence of an upgrade being completed. Researched events through conversation with Mr. [redacted], Dispatch notes, Dispatch call recordings, and Member Services call recordings. Mr. [redacted] cancelled his GSRA membership and received the appropriate refund. Informed Mr. [redacted] of Good Sam Roadside benefits expectations and advised Mr. [redacted] of goodwill re-enrollment in Good Sam Roadside and complimentary Goood Sam TravelAssist enrollment.. Mr. [redacted] was satisfied with this resolution.

Review: We have Good Sam Roadside service! We was in an accident today 10-6-2014 @ 247pm called Good Sam to get a tow service at 250pm since the truck was NOT driveable the fender was pushed into the truck and couldnt turn the streeing wheel plus the steering wheel was bent So we waited till 330pm still No tow truck called GSam again and said tow truck was on its way 15-30 mins still nothing waited another 45mins and called good Sam and explained we are still waiting we waited till 430pm called again Nothing still no tow truck finally called again GSam at 5pm and said where is the dam tow truck still nothing well we beat the fender out and pulled the steering wheel out so we could drive it home we was in a BAD area of town and wanted the trusck removed ASAP at 530pm we limped the truck home since we still saw no tow truck and it was getting dark!This is the second time that Good Sam left us strained and didnt send a tow truck!Desired Settlement: Now to pay for a new fender since we had to hammer the heck out of it to drive the truck home and pay for all the other parts that have been damaged because we had to drivwe it home 10+ miles!

Business

Response:

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

Review: We looked up numerous reviews before signing up with Good Sam Extended Warranty. Therefore we were surprised when we had a problem with our turbo diesel. When we signed up for the policy at no time did the salesman tell us there was exclusions due to ANY modifications. If he had of said that, we would not have signed up because there were several added modifications like the Edge chip. When the adjuster came out to look to see if Good Sam would approve the repair he asked lots of questions even to the point of bigger tires than was manufactured. We wonder if he was looking for some reason to deny the claim. We are honest people that asked for fairness. Aprrarently we purchased a policy that was worthless from the beginning. Because of the lack of communication, we felt deceived. We asked for the the matter to go before the review board and they denied us once again. We are extremely disappointed with Good Sam Extended Service Plan and wanted to warn to warn others to understand before signing up. We asked for the policy to be cancelled since they wouldn't cover anyway and they then charged a $50.00 service fee. (BEWARE)Desired Settlement: Since they were deceptive with a lack of communication from the saleman, they just wanted THE SALE. I would like a refund of the entire policy # B06[redacted]11

Business

Response:

The customer's claim was denied due to to rust indicating a pre-existing condition as well as modifications that may have had an adverse impact on component life. Customer cancelled the policy in June and we issued a pro-rated refund as per our policy. Since any future drive train claims would be jeopardized due to the modifications, we have decided to issue an additional $522.61 for refund of premiums.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9613682, and find that this resolution is satisfactory to me.

Review: On 9/12/2013 I received an advertisement from Good Sam's Club offering a Free Night of Camping for signing up for a one year membership @ $25.00.I called their customer service department to make sure I was eligible because I was already a member, and it didn't specify for new members only.Customer Service said I would be eligble, so I signed up over the phone with my credit card. I never received a voucher for a Free Night of Camping. I called again their Customer Service Dept on 4/4/13 and was told I should have also received a packet as well and she would mail out the packet and voucher and it should take 4 weeks. I called the end of April because I still didn't receive anything and was told it was in the mail.I then called on 5/08/13 and spoke with Dominick in Customer Service. He said it should take four weeks to receive and I reminded him it was past four weeks and actually it's been over 7 and 1/2 months from when I joined. I then asked him for a full refund of my membership since their obligation has not been met or if he could e-mail or fax the voucher. He put me on hold and came back and told me that his supervisor, Brian Obendorf said he was going to write me a check for the full refund amount and mail it the same day. To date I have not received anything and I found it bizarre that my charge card just wouldn't have been credited back. I feel I was very mislead with their advertisement and their Customer Service Department. I fufilled my obligation of paying for a full year's membership and I am expecting them to fulfill theirs by honoring what they are advertising or giving me my money back.Desired Settlement: I would like either a full refund or the Free night of Camping voucher as promised in their advertisment.

Business

Response:

Customer was not happy with customer service she received and how issues were handled. Likes Good Sam Club and wanted membership, but cancelled

due to customer service. Good Sam will refund the member, provide a free year of membership, and send a free night of camping cert. Customer was satisfied with the

resolution.

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 9539665, and find that this resolution is satisfactory to me.

Regards

Review: I purchased a warranty for 3 of my vehicles and It was represented to me by C[redacted] to cover my car in the event of failure. When it came time to use that warranty I was told that my coverage wasn't approved and they would not honor my warranty because I didn't buy optional coverage that wasn't explained to me. However the contract I have clearly states that they will cover the items that my repair shop is claiming needs repair, however if you look at all the items that are included there is a a small clause that reads All items above are covered provided seals and gasket option is purchased. So why doesn't it tell you that everything above isn't covered if you don't buy the optional item? But what does tell me is that the 3 warranties I purchased for my 3 cars for over $2,000 is worthless and I am now stuck with a $3,500 repair bill after being told numerous times by C[redacted] that I was in good hands and it was not too good to be true and 2 hours on the phones with him while he was selling me these three plans. I was duped 100% and I am sure C[redacted] and his manager John Ash who I spoke with and said we have you on tape recording declining the option are laughing all the way to the bank with their commission checks. Obviously it wasn't explained well to me and I asked him to send me a copy of the audio and he declined to do so. Which also leads me to the question, why record conversations if you are doing honest business? Clearly catching your customers on tape declining something that isn't explained in full and prevents you from paying out more money makes sense to you, but again it wasn't explained to me correctly and now I am out $4,000 with the repair and premiums I paid. They are predators!Desired Settlement: I would like for them to either cover the cost of my repair or to refund me 100% of the monies I gave them for the premiums. The information on their website and in the contracts they send out are intentionally deceiving and they are taking advantage of hard working people.

Business

Response:

We have thoroughly researched the customers complaint and have listened to all the customers phone calls with the salesperson. Our 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 claim. As 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.

Consumer

Response:

Review: 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.

Review: On July 8th, 2015 I purchased a 2004 M.B. Cruiser motor home. I checked with Good Sam extended care for coverage to see what the premiums would be. I received several contacts from Good Sam representative that week to purchase a warranty. I finally told them; I will call you when I am ready, because there are things not working on the motor home. I had the motor home serviced and it was necessary to make repairs to the turbo, the AC unit and other small repairs. Good Sam called again in Aug. and told me it didn’t matter that I checked out everything before I registered with Good Sam. So I gave them the information on the vehicle and signed up for extended care. In sept., I tried to use the generator and it would not work. I took the vehicle to L.A. Auto & RV in Lapeer, MI. I asked L.A. Auto if they were familiar with Good Sam policy to call for authorization before making the repair. They were! However, it took them 2 weeks to get a response back from Good Sam. Good Sam told L.A. Auto they would take care of the repair on the generator; however, they may or may not take of the 1 hr. diagnostic to determine what was wrong with the generator. So, L.A. Auto made the repair.

When they called Good Sam for payment, Good Sam told them that (I) L[redacted] was not a member in Good Standing and Good Sam was not going to pay anything. I paid the bill so I could retrieve our vehicle and called Good Sam. I asked Good Sam why was I not a member in Good standing, since they were charging my credit card $137.98 for 3 months – Aug, Sept and Oct.? The representative I talked to said they had made a mistake; but now I would have to submit all the information to a review board.

1st of all! I don’t understand why I had to do that? Unless it was to delay so Good Sam could charge me for another month. 2nd Good Sam authorized the repair! Don’t they have any responsibility in this? 3rd, if they (Good Sam) felt this repair didn’t fall within their guide lines; why didn’t they tell L.A. Auto in the beginning? [Claim rejected per S[redacted] 11-2-2015 customer service].Desired Settlement: My request is for 3 mo. @ 137.98 because they did absolutely nothing for my payment except tell L.A> Auto I was not a member in good standing! And apparently in their eyes I was not. Also, I believe they (Good Sam) should be responsible for the repair they authorized – The $250.00 deductible.

Business

Response:

We apologize for the customer's dissatisfaction with our plan. We would like to provide some clarity regarding what transpired with the claim and the reason coverage was denied. The repair facility contacted us on September 28th regarding the customer's generator. At that time we instructed the repair facility to diagnose the issue and give us a call back to determine coverage. We did not receive any communication until October 15th, at which time the repair facility reported the following issues with the motor home:

On Aug. 3, 2015 I had my Motorhome towed after calling Good Sam/National General for assistance. At the time I did not realize the wrong tow vehicle was dispatched to my location. My Motorhome should have a been flat bed tow. After being towed to Cummins, Olympia WA., the Mud Guard was Destroyed and the drive line left disconnected. I have been trying to get my Mud Guard replaced since Aug. Also, my bill from Cummins, I believe, reflected an increase cost to me for reconnecting the driveline. I also had to clean up grease in my step well. The driveline bearings were not packaged.

Review: 6/16/14: Early Monday morning my husband went to the York River to launch his boat for the first time this year. This is always a debugging trip for the boat every year. The drive from our home in Ashland, VA to York River State Park boat landing in Williamsburg takes a little over an hour. On the way, one of the tires on the boat trailer started smoking and [redacted] pulled over to find that the fender brace had broken and had fallen down on the tire, which was now flat and had to be changed. That was the first bug. After removing the fender and changing the tire, he continued to the road that winds down to the boat ramp where a stick in the road punctured a brake line and started draining the brake fluid. Bug #2.Without knowledge of bug #2, he successfully launched his boat and parked the big red van with the trailer. Since he was boating alone, he had notified me of his intention to be off the water by 1:00 p.m. and, up until that time, he was having a wonderful day playing with the new GPS and fish finder he had recently installed on his boat.At 1:00 p.m. he called me at work in Richmond to tell me that he had broken his arm and was about to be taken away by ambulance; and that I needed to get to the boat ramp immediately to stay with his boat and get our emergency roadside service to get the boat home, where it would be safe from the pilfering of his electronics and outboard. Bug #3. And, oh yes, theres something wrong with the brakes (see bug #2).I left immediately and arrived at the York River State Park boat ramp at 2:00 p.m. I found the boat safely on the trailer with the big red van parked just a few yards from the ramp. I immediately called the number on my Good Sam Travel Assist card and felt secure that they would be ready to come to the rescue. A word about this rather expensive program: the brochure lists many emergency services for folks who have medical emergencies while on the road with a towed vehicle, which had happened to us before; the logistics of which, proved to be overwhelming. The promise on which I was focusing at the moment was that they will return your towed vehicle to your home, so that you can deal with your medical emergency. This extra coverage program seemed prudent to us as we are past our prime. It gave us a sense of security that, when we need it most, there will be an agency there to help us through an emergency. After describing my situation as quickly as possible, the man on the other end of the phone began stuttering. I dont really know what to do usually the people who call have a truck that works and we just drive it home for them, but your truck has the brakes outso I dont know how to help you until you get your truck fixed maybe you should call your Good Sam Roadside Assistance program and then call us back after your truck is fixed. Well that might take days and I need to leave here shortly to get to the emergency room and check on my husband! Isnt that what this program is for?! Ordinarily, yes, but I dont know what to do. Ill give you a case number but I cant do anything until your truck is fixed. He gave me a case # 402-905 and I hung up feeling totally disappointed. Well that was a big waste of money. Immediately I pulled out the Good Sam Roadside Assistance card and dialed the number. A word about this program: [redacted] and I belonged to AAA for many years with no complaints, but we recently made the move to Good Sam Club because now our free time was spent towing our camper or boat to enjoy our nations state park systems, so it also seemed prudent. After going through their automated system, punching in all the right numbers and making the most logical selections, I sat in my car, on hold for about 15 minutes. Finally, I was connected and again described my situation. During this conversation I realized that I didnt have my key to the big red van in my purse! Bug #4. [redacted] had had the ambulance technician lock all the doors to the van, which only madeDesired Settlement: DesiredSettlementID: Refund

I want my money back for this service and also for Good Sam Roadside Assistance.

Business

Response:

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.

Review: Good Sam is selling and sharing my name and address without my knowledge or consent. I have never done any business with Good Sam and have never authorized them to put my name on any marketing lists to share, sell, or provide to their affiliates for marketing purposes. I received a marketing flyer from Camping World of Akron, OH last Friday. I contacted Camping World and informed them to remove me from their mailing list. I asked where they got my information because I am registered with the Direct Marketing Association opt-out program. I was advised that they got my information from Good Sam because I share a household with a Good Sam member. This is a violation of my privacy. My sister, who I do live with, does have a Good Sam membership. She herself has asked Good Sam to stop sharing her information as she was getting a load of junk mail from Camping World and other such companies. Now they're abusing my personal information. I do not use Good Sam, would never use Good Sam and have not authorized them to share, sell, use, or distribute any personal information about me, including my address. I want my name, and all related metadata about me purged from Good Sam's databases and marketing lists immediately and written confirmation that it has been done. I am lodging a complaint regarding their marketing practices with DMA.Desired Settlement: Purge my name, address, and other data from your website and provide written proof that you have done so.

Business

Response:

At Ms. [redacted]'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 3-4 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.

Review: Prior to our purchase of Good Sam extended service plan, we discussed with them, over the phone, their companies policies in regards to claims and coverages. We were told that we would have to find a business who would be doing the work, call for a claim authorization, and then submit the claim. If we were unable to call for a claim authorization we could file a claim after the work was complete. We were told that anything spent out of pocket, over and above our $500 deductible would we covered for most repairs. So we purchased the policy. That was in February. On the 4th of July we took our truck to Firestone to have a check engine and battery warning light investigated. After a computer diagnoses, we were informed that the alternator had to be replaced and that the 2 batteries were no good and needed to be replaced as well. Being it a holiday, we couldn't call for a pre-work authorization. After it was all said and done, we called to submit the claim for this work totaling $1083.05. We were informed that the insurance did not cover battery replacement, but that the rest of the work would be covered. We faxed all the necessary pages to a kit the claim to them and then waited for our claim to be processed. Their settlement for this claim totaled only $59.59 after the deductible which was around $220.00 less than what it should have been. We called back to the claims department to discuss this settlement and we were told that the claim was decided by taking the part number for the alternator and checking the price through NAPA auto parts. That price was $188.03 and not the $381.99 I was charged by Firestone. NAPA was not contracted to do the work, nor would they have completed the needed repairs that were performed, but they were used to decide the price of he parts used by a completely separate business. This was not how the Good Sam employee described to us the coverages and claims to us prior to our purchase. I believe that this company blatantly misrepresented itself to us.Desired Settlement: I would like either the difference in parts and labor that I spent to the amount that Good Sam authorized be paid to me, and/or because of the false advertisement of their company to us about there extended service plan I would like the premium payments made to Good Sam for this service be refunded from the date of purchase to the date policy was cancelled.

Business

Response:

Upon review of this claim we found that Mr. [redacted] was charged $381.99, for the alternator and we authorized $188.03 for the alternator. We are reimbursing Mr. [redacted] for the difference of $193.96.

Review: I signed up for good sam extended service plan and chose them because of how good they said they where over the phone and numerous fliers sent out to my address. So instead of choosing other auto warrenty providers I chose good sams. So last week I went in to the mechanics to diagnose an oil leak. They found the leak and said the leak was from the turbo and needed replacement as well as the bushings on the arms. They called gs and they said those parts are covered and they will send a inspector to take photos of it on monday. So 3 days go by and the next day the auto shop called and they said they denied my claim because they found a oil leak on the carfax! I called and called and asked to speak to a supervisor from the claims department but all I got was voicemail. I then left multiple messages and the supervisor never called back. Then I finally called again and again and got a service rep for claims on the phone. And I explained to him that I cant reach a supervisor and that I have proof that that oil leak got fixed and this is a totally diffrent issue. So the guy said that makes sense and that should not be a problem and asked me to send over the invoice of the oil leak. I did and emailed it. It was a leak from the oil housing gasket that was leaking down towards the turbo area and dripping to the pan then to the plastic cover under the car. That was fixed and Had no problems. So no I had another leak and had a diffrent shop check it out.. this was after I got the esp plan and they said it needs a turbo replacement and also the bushings on the arms are bad. SO I get a email back from Michael Kiehl saying that he talked it over with the super and they said they will deniy the claim because the turbo has been leaking for a while and that the cover under the car has rubble on it from the leak saying it has been a long time! The oil splatter under the plastic was from the oil leak and the old oil thats been left was from the first leak fromt he oil filter gasket that drippedDesired Settlement: My car was diagonosed on 4/30/2015 fixed around 5/5/2015 and said the oil leak was from a oil filter gasket in which was fixed and stopped leaking (no leaks from turbos). My plan started 5/10/2015. So that proves that there was no oil leak from the turbo before the esp plan. So therefore it was not a prior problem and the problem started while I was on the esp plan so the claim should be covered!!I would like goodsams to warrent the claim and pay what they can even if its not full ammount.

Business

Response:

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.

Consumer

Response:

Review: 10677416

I am rejecting this response because:

Review: I had originally signed up for a membership with lakewood village resort which set me up with Good Sam, and a $7500 loan, however, I ended up cancelling this within my week window and was told everything was taken care of and I would have a zero balance. I have been receiving bills ever since even after calling, and faxing the company, showing documents of the cancelled service and payment. I have copies of the documents I can email or attach as well.Desired Settlement: I would like an adjustment of the bill to a 0 balance since was never used and services were cancelled immediately and also a correction of my credit score.

Business

Response:

The member's home park, Lakewood Village Resort, has issued a credit to the member in the amount of $7,500. The credit was posted to the member's visa. We have called the member and left him a message letting him know that the credit was issued.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10730101, and find that this resolution is satisfactory to me. I would also like my credit score to be returned to where it should be before the derogatory account was posted.

Regards,

M[redacted]

Review: My husband and I have been paid members of Good Sam for 17 years and always felt comforted knowing we would have roadside assistance should the need arise. The need arose last Friday, May 29th when we had a tire blowout on our motorhome at the top of Stevens Pass in Washington State. Unfortunately, your company provided us no assistance.After the blowout occurred, we contacted Roadside Assistance Dispatch via the toll free number at 11:49am. We provided all the details, including location and tire size, and were told help would be on the way. After approximately 45 minutes we called again and were advised that a vendor still hadn't been found to help us. We informed your dispatcher that the closest town with service was Wenatchee and that there was a Les Schwab dealer there as well as others. We were told to stand by, that we would be texted with the vendor name, telephone number, and estimated time of arrival. We waited another half hour and called again to ask status. We were again told that they were still having a hard time locating a vendor who would drive the distance to assist us. After another wait, at 110pm we contacted Les Schwab ourselves and arranged for the assistance. I then called your dispatcher and advised her that we no longer needed her help, that I had arranged it in a matter of minutes, that we were very disappointed in the service Good Sam provided to a customer of 17 years.My husband and I have never needed nor used Good Sam Assistance. We pay 112 per year to remain members in good standing and thought we could rely on your services as a reputable company. I have enclosed a copy of the invoice from L[redacted], which includes $196 in roadside assistance labor. Please reimburse us that amount.Desired Settlement: Please reimburse us that amount. $196 in roadside assistance labor.

Business

Response:

We have spoken with this member and have addressed his concerns. We advised the member that we will be issuing a goodwill reimbursement to address complaint issues in the amount of $196.00 (for self-dispatched service call) and in addition we offered the member a 1 year membership extension. The member indicated they were satisfied with this resolution.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10673766, and find that this resolution is satisfactory to me.

The consumer called today 07/02/2015 that they were reimbursed for the amount of $196.00

Regards,

R[redacted]

Review: Purchased extended service plan on 6/26/15 for family RV...covers entire RV to include the engine "FULL COVERAGE" When traveling from our home in NY, 15 days into our crosscountry trip some 2300 miles broke down in Moorecroft, Wyoming... followed the rules...made the calls, had it towed to a repair facility..Paid for everything up to date, and now some 4 months later... I am still awaiting help from the Good Sam Insurance company... I have been told the engine needs to be replaced by the shop... I don't know what to do next and need your help, this RV is a second home, cost a small fortune and I spent a lot of money for insurance coverage, that seems to be a scam now that I need it.Desired Settlement: I want the RV repaired as it should be, I should be reimbursed for all out of pocket money as the policy states, including repairs, 10 days lodging, meals and rental car.... Simply stated , I want the company to do as the quote states they will do....page 11- we discuss the diagnosis, approve the covered repairs, and authorize the work to start immediately." this statement is not true it seems? or page 7 "our motor home experts talk to the service technicians on your behalf. We review thei

Business

Response:

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.

Review: Monday 3/23 I attempted multiple times to sign up for a Good Sam basic membership so I could receive the member discount through CampingWorld.com for items that I needed to order by March 27. I entered my billing info at least four times and their website gave me an error message each time. After the fourth or fifth time, I gave up. But I contacted their customer service via email to ensure I wasn't billed multiple times. Later that day I received a generic email from them about "completing the sign-up process for my Good Sam membership." So 24 hours later, after still not hearing back from their customer service, I attempted to sign up again. It still would not allow me to do so. On March 25th, I tried signing up again with a different email address (email address #2). This time the billing info all went through immediately and I received a membership confirmation. At this point out of curiosity, I attempted to just sign IN to their website with email address #1. It allowed me to sign in as if I had already created an account. I clicked "print temporary member card" and it said my membership was pending. I logged out, and logged back in with email address #2, and it also said my membership was pending. Finally at 1:12pm on 3/25 (48 hrs later), Sheila Hawkins responded to my email and stated I had only been billed once. I replied to the email and stated that I had signed up with two different email addresses and I was pretty sure I'd been billed twice and that I needed to cancel one of them and delete that account. She emailed back shortly after, stating verbatim "Not sure how you were able to sign up using email #2 we have your account set up under email #1. Thanks for your membership!" I replied explaining what had happened. No response. This morning (3/26) when logging into my bank account, I have indeed been billed today for two memberships. I sent a second email with a screen cap of my bank statement showing the two charges and have not heard back about that either.Desired Settlement: I wish at least ONE of the charges to be refunded and one of the accounts deleted. I realize I am responsible for having signed up with two different accounts, but had they not sent an email stating I should "complete my enrollment", if their website functioned properly, and they responded to billing inquiries in a timely manner, I wouldn't have had to.

Business

Response:

The customer was charged twice for this membership. We've requested a refund of the duplicate charge ($25), which will go back to the credit card she used to pay for the membership. I've also left the customer a voice message asking her to call me back so that we can straighten out the issue with the email addresses and ensure we have the correct address on her account.

Consumer

Response:

I accept the business's response to resolve this complaint. I did receive a voicemail from Good Sam, but have not been able to return the phone call as I am currently at work. But I wish for the may[redacted]@yahoo.com account to be deleted and refunded. Thank you for your time and quick response!