Walter's Roofing

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

Member of our team spoke to the member and apologized for the poor experienceMember requested a full refund since this was his first usage of the membership Advised member that we’ll refund the full amount of $and explained credit card versus check refund, the timeframes and confirmed the address if we can’t put it back on the credit card Member accepted the resolution as he didn’t want his membership any longerThank you

The organization is researching with our insurance partner on what occurred with their fulfillment vendor that prevented MrsC [redacted] from receiving the $CW certificateIn the meantime, we have sent a $Visa pre-paid gift card that can be used anywhere Visa is accepted to fulfill our obligation on the premium for requesting a quoteThe gift card was sent via UPS overnight and will arrive by 10:am on August 17, I attempted to contact MrsC [redacted] but was unable to connect with her and left her a voice mail with an update

We have reviewed this with our dispatch provider’s Damage Complaint Team who provided the feedback below In addition they address the member staying overnight at the gas station in the beginning of the response Please see details of Roadside Assistance handling of reported damage Note too that denial was not due to day expiration A review of dispatch supports that customer agreed to the overnight wait for service, payment was approved and the police were engaged to ensure family was safe until morning rescue After investigation and review of documentation that included consideration of provided invoice, The damages team did not assign accountability to the tow provider Research confirmed that knowledge of the rear wheel bearings condition had not been determined and advance knowledge could not be expected Good Sam Roadside Assistance also verified that the mobile mechanic diagnosis was accurate according to member statement and invoice provided that displayed proper diagnostic and handling of front wheel bearing In keeping with complaint escalation process, the customer had been contacted times to deliver this messageMember acknowledged the denial with understanding Final Summary: Damage Analyst Feedback: I called the customer the day after the receipt of complaint on 3/4/I spoke with the member directly on her cell phone which due to poor reception took disconnected calls to cover all concerns Customer confided that she had to make the decision to pull over by an Exxon gas station in Livingston, VA because she was experiencing a noise and was unsure what or where it was coming fromThe customer shared that arrangements had been made for a Mobile Mechanic to come out to inspectShe states that the mobile mechanic arrived and spent hours and determined that the front brakes were bad along with the front wheel bearings and charged her for the diagnosis in keeping with Good Sam Program guidelines Apology was extended to member for the challenge in securing a tow provider able to accommodate her vehicle type in this area late at night to desired destination A review of dispatch supports that Assist Reps escalated this call, reached out to local providers but was only able to obtain commitment for service early next morning Contact was made with the police with respect to family safety The police approved the overnight stay A thorough review of this dispatch proves that provider carried out tow accurately to ensure safe vehicle transportWhen the driver arrived with a wheel lift he clearly stated he did not want to chance any accidents with overpass clearancesWhile traveling to the destination only minutes away the rear wheel bearing gave out, but seizing and damage the rear end of the vehicleThe tow operator pulled over with the vehicle secured to his truck and requested a flatbed to carry the disabled vehicle the rest of the way since they were now off the highway The customer did not report the damages until the vehicle was repaired at her expense In our conversation the customer claimed that Good Sam was responsible for sending a Mobile Mechanic that misdiagnosed the vehicle, and thought the vehicle would have been ok if it was transported by flatbed onlyI explained to the customer that I agreed with the decision of the towing company as there was no knowledge on their behalf that the rear wheel bearings were bad and that there was a concern for the overpass clearances Explanation was provider that provider cannot be held responsible for needed repairs noting damage was pre-existing and would not be the result of a short distance towCustomer was unable to comment on the time since vehicle had been inspectedResults of research determined that damages to the rear wheel bearing were pre-existing due to a lack of maintenance until the noise became unbearable to the customerThe customer did not give any opportunities for the Mobile Mechanic to come and inspect the damages and did not inform Good Sam Roadside until the damages were repaired days later After investigation and review of documentation that included consideration of invoice The damages team did not assign accountability to the Tow provider Research confirmed that knowledge of the rear wheel bearings condition had not been provided and could not be expected Good Sam Roadside Assistance also verified that Mobile Mechanic diagnosis was accurate according to member statement and invoice provided that displayed proper handling of front wheel bearing During the denial process, the analyst contacted the customer who acknowledged the denial with understanding

MrSmalley enrolled into Auto-Renew in the Good Sam ClubThere has never been a recorded statement indicating he would like to be taken offSince receiving this notice, Mr [redacted] in Sorrento, FL is no longer on Auto-Renew for his Good Sam accountIt will expire 3/31/Thanks!

Transit Pros offered MrW [redacted] a $goodwill reimbursement The initial call for service took place at 12:39am North Carolina time The notes in the request indicate that MrW [redacted] advised that he felt the tire price was high and he would not pay it The tire in question “Goodyear GHSA 255/70Rin an H Load Range” was being billed at $ Our research indicates that this tire (and it’s replacement the Goodyear Endurance RSA 255/70r/H) can be found online in prices ranging from $471.99(SimpleTire.com) to $516.92(SimpleTire.com) Please keep in mind that this would require waiting for the tires to arrive via shipping and is not on the side of the road at 12:39am While examples of other brands of tires in this Size and Load Range can be found at a lower cost our program is built through National Pricing with major tire manufacturers Our roadside assistance programs primary concern is member safety and we attempt to provide assistance for roadside emergency’s in a timely manner At approximately 1:11am MrW [redacted] advised that he was unwilling to pay for the tire and services being offered Once the coverage and charges had been confirmed with member services MrW [redacted] advised that he did not have a credit card to pay for the service and would pay the tech with cash, approximately 1:45am We advised that we could not secure service using a cash payment and sometime between 1:45am and 1:50am MrW [redacted] advised he did have a credit card and was willing to pay the members portion of the service and the tire This complaint states that the MrW [redacted] was ok with the $labor fee roadside and addresses the cost of the tire We feel that the $refund offered by Transit Pros covers any difference in the price of the same tire and taxes associated MrW [redacted] would need to advise that he accepts the $for the refund to be processed

Complaint: I am rejecting this response because: I called Progressive and got more coverage for less than 50& of this premium I had switched to National General as Progessive had done the same thing two years earlier I think all these insurance companies get you hooked with a "teaser" rate for the first couple of years and then jack the rate up hoping you aren't paying attention Regards, P [redacted]

Complaint: 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: 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 aI do remember declining the Seal and Gaskets clause as it was explained to me I was told it would pay for repairs if my oil leaked, my cars are well maintained so I wasn't concerned about oil/fluid leakage My concern was Transmission, Engine, Power Steering pump etc, which I was told was 100% covered Please again provide me with the audio clip or transcript where C [redacted] tells me specifically that everything in my car has a seal or gasket so if you decline the seals and gasket coverage the warranty will be 100% worthless and 100% of the claims will be rejected, because that is what his manager told me and the guy when I was trying to file my claim for repair bI would like to see/hear the response to my question I asked multiple times, "What is the catch?", C [redacted] responded each time, "There is no catch, we have been in business for years, your car will be 100% covered by everything listed on the Coverage section of our website http://www.goodsamesp.com/whatiscovered.aspx " Copied and pasted from their website: Coverage for the steering assembly includes but is not limited to the following: Gear housing, and all internally-lubricated parts of the steering gear box the rack and pinion gear Power steering pump

Complaint: I am rejecting this response because:I am disappointed that Good Sam would choose to present untruths rather than address what actually happenedFortunately, I have receipts to prove my case and if Good Sam would release transcripts of our phone conversations that would further solidify my statements.In your response you state, “The customer shared that arrangements had been made for a Mobile Mechanic to come out to inspectShe states that the mobile mechanic arrived and spent hours and determined that the front brakes were bad along with the front wheel bearings ” *I had no choice, Good Sam insisted a mobile mechanic come inspect before agreeing to tow my RV*The mobile mechanic spent TWO HOURS and twenty minutes at my vehicle, NOT the hours you claimThe first ten minutes were spent inspecting and the last TWO HOURS AND TEN MINUTES WERE ON THE PHONE WITH GOOD SAM REQUESTING APPROVAL FOR A TOW TRUCK.*The mobile mechanic diagnosis was front brakes and rotorsHe even quoted me $700-$to fix themTHERE WAS NO MENTION OF FRONT WHEEL BEARINGS***All of this is evidenced by the receipt I turned over to Good Sam from the mobile mechanic.Next you state, “A review of dispatch supports that Assist Reps escalated this call, reached out to local providers but was only able to obtain commitment for service early next morning.”Next you state, “When the driver arrived with a wheel lift he clearly stated he did not want to chance any accidents with overpass clearances.”*The driver clearly stated when he arrived with a wheel lift it was because Good Sam told him the issue was “front brakes.” The assist rep from the previous evening had confirmed with the SAME DRIVER that 9’ was low enough for any clearancesYou, Nick, also stated that my account was noted that I received a front wheel lift due to the mobile mechanic stating the issue was front brakesRelease our conversation so everyone could see that.Next you state, “While traveling to the destination only minutes away the rear wheel bearing gave out ”*Clearly you haven’t even checked Google MapsThe distance from Shady’s Place to Jim Price Chevrolet is miles, thereby being more than “only minutes.”Next you state, “The customer did not report the damages until the vehicle was repaired at her expense.”*Of course I didn’t report the damages until the vehicle was repaired because I wasn’t sure the extent of the damages UNTIL THE VEHICLE WAS REPAIRED!Next you state, “I explained to the customer that I agreed with the decision of the towing company as there was no knowledge on their behalf that the rear wheel bearings were bad and that there was a concern for the overpass clearances.*Again, the SAME TOWING COMPANY had agreed to a flat bed the previous night because the vehicle was only 9’ thereby not a problem with clearances.Next you state, “Customer was unable to comment on the time since vehicle had been inspectedResults of research determined that damages to the rear wheel bearing were pre-existing due to a lack of maintenance until the noise became unbearable to the customer.”*This statement is off the charts unreal! For Good Sam to state that absolute drivel quoted above regarding a “lack of maintenance” is so dishearteningTo insinuate that I would endanger my family by taking them on a trip in a damaged vehicle is disrespectful and unprofessionalIncidentally about one month prior to the trip I spent over $2,having the vehicle inspectedSpecifically, the right rear was inspected and the rear brakes were replacedAt that same time I purchased SEVEN NEW TIRES even though I only needed twoI did this because the tires on the RV were an unusual size and I didn’t want to have any issues with finding one readily if I had trouble so I replaced all six wheels and tires and purchased a brand new spareI have provided the receiptsNext you state, that I didn’t report this to “Good Sam Roadside until the damages were repaired days later.”*If you check the receipts I sent to you, you can see that the damages were repaired and completed on January 5th, days after being towed, not I was unable to get the request to you sooner although that should be irrelevant as there isn’t a deadline listed in the reimbursement paperwork.Next you state, “Good Sam Roadside Assistance also verified that Mobile Mechanic diagnosis was accurate according to member statement and invoice provided that displayed proper handling of front wheel bearing.”*AGAIN, the mobile mechanic stated that the issue was front brakesIf you would provide the transcript of our conversation, once this request was received you would read yourself saying to me that my account noted the RV was towed from the front because the mobile mechanic stated the issue was FRONT BRAKESOn the invoice I provided, I noted that I had deducted the $I was charged for repacking the front bearings because they weren’t part of the claimThere wasn’t anything wrong with the front bearings, I had them replaced as a precaution while they were already working on my RVThis information can be further confirmed with Jim Price Chevrolet.Lastly, you state, “During the denial process, the analyst contacted the customer who acknowledged the denial with understanding.”*The customer service rep who called me, Deb, told me my account said that I acknowledged the denial with understandingI told her I DID NOTI told her that the reasons for my denial were untrue as they still are nowShe said that she would contact the damage department with my informationI have not heard back from herOverall, my interaction with Good Sam is so disappointingEven if Good Sam Roadside Assistance didn’t want to reimburse my expenses there was a way to handle this without blatant liesThe bottom line is this, my RV broke downI called Good Sam Roadside Assistance for a tow truckThey said I had to pay for a mobile mechanic first and if that didn’t work, they would tow the RVI paid the mobile mechanic who himself called Good Sam insisting I needed a tow and Good Sam STILL said, “no.” Good Sam was willing to leave my family, including children, on the side of a rural road in rain and cold temperatures with no electricity, no heat, little food and water and nearly no cell phone for hoursAnd that is not right Regards, C [redacted]

Complaint: I am rejecting this response because: There is nothing to acceptNothing was attached to your messageIn either case, the Good Sam is not living up to anythingNo settlement offer was extended and none were rejectedThe latest I hear from them is that money will be refunded to the lien holder, but none has actually been receivedI will absolutely not do business with this company and will ensure everyone I know does not do any business with this company Regards, R [redacted]

Complaint: I am rejecting this response because: The response is another lieAt no time was there ever a goodwill payment ever sent to me or returned by meWhat I wanted and still want is both of my policies cancelled and refundedIn fact one of your Camping World finance guys told me last week that no refund can be sent to me but only to the lien holder of the trailer loanSo this crap about sending me a check for $is absolute BSIts continued lies like this that make your company despicableSo you mentioned some pretty specific information about my Tire and Wheel policy; that's nice because I have been asking for an actual policy for months and have never received one for either the GAP or the Tire & WheelThe Camping World Finance guy told me that they would be mailed to me...another lieAll of I've had since the purchase was a brochure, in which it states that tire blowouts are coveredThis was denied by your companySo are you refusing to cancel my policies and refund my money? I will not relent! Your company lied to me and I want my money backI just can't see how anyone doing there RV research could read not only this complaint but the many other blogs and numerous other RV Forums out there and still do business with you Regards, R [redacted]

Complaint: I am rejecting this response because:They took pictures and only saw that since the oil from the previous leak that was fixed they assumed it must of been sitting there for a long time from the turbo leak The response they said seems they claim the " oil leak that happend first caused the turbo to and the seals and bushings on the thrust arm and everything else to failReally? really the oil leak is going to cause thrust arm bushing to fail? How is that even possible? Also I have proofThat when I had the first oil leak which I paid for myself I asked the shop to diagnose where the leak came from and they said it was the oil filter housing gasket which I then proceeded to fix After that there was no leak Until I made that claim which they found the turbo was leaking That is when the coverage was active Gsams is going on the "photo" there adjuster took saying it was an old leak since there was " grim on the oil from the under carrage" Duhh I have been driving the car And I was left there from the leak I fixed BEcause EPA laws prevent the shop owners from steam cleaning the car even after they fix a leak Far as im concerned they violated there contract agreement saying they will pay for repairs There buisness practice isnt right If they get away with what they have done to me They can deny anybodies claim saying it was a past failure I bet if you looked at there statistics they only pay people who paid into there payment equal to there repairSo thats how they make alot of money Regards, [redacted]

In November MrWilliams was advised that there are no benefits under his roadside assistance membership that apply to the requests he has made for towing his RV home or paying for labor or partsThe verbiage from page of the Good Sam Platinum Roadside Assistance benefit brochure pertaining to these requests is provided below."Note that service providers and facilities referred to members by either Affinity Road & Travel Club, LLC (ART) or Americas Road & Travel Club, Inc(AmRT) are independent businesses neither owned, controlled nor operated by ART or AmRTThe responsibility for damage, loss, or unsatisfactory workmanship lies solely with the service providers and facilities providing the service, rather than with ART or AmRT."At this time we consider this matter closed

Complaint: I am rejecting this response because: the carburater was not filled with old fuelThe fuel comes from the main fuel tank Regards, E [redacted] The carburetor was not fueled by old fuelThe fuel comes from mail fuel tank and is not old!

Complaint: I am rejecting this response because:Never at any time was this clause in the contract brought to our attention, not even when we scheduled our last row, at which time one of your customer service representatives tried to get us to renew our membershipThis is poor business practice, and people need to be made aware that they are approaching the limit of what Good Sam is willing to pay forSuch limitations should be made clear and be communicated to the member, who is paying for your serviceThe practice of simply allowing members to use your services without informing them of the limits of what will be paid for should be discontinued Regards, B [redacted]

We apologize for the customer's dissatisfaction with our planWe would like to provide some clarity regarding what transpired with the claim and the reason coverage was deniedThe 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 coverageWe did not receive any communication until October 15th, at which time the repair facility reported the following issues with the motor home: PC Breaker and Wires were corroded Generator LP line kinked Generator exhaust pipe leak Failures due to corrosion, lines, and generator exhaust system are specifically excluded from the policy the customer holdsThe policy’s Terms and Conditions are specific regarding repairs that are eligible for coverageIt is stated in the policy under “ Coach Coverage & General Exclusions”: AUXILIARY POWERPLANT/GENERATOR ASSEMBLY – Coverage for the auxiliary power plant/generator assembly includes but is not limited to the following: All internally-lubricated parts of the power plant engine; plus the starter motor; switches; generator rotor and stator assembly; voltage regulator; PC board; head and cylinder block (if damaged by the failure of an internally lubricated part); fuel pump; and carburetorExcludes the following: Spark plugs, spark plug wires, distributor cap, ignition rotor, injectors, exhaust systems, radiators, belts, hoses, lines and fittings, and all wiring GENERAL EXCLUSIONS- • Any damage or failure resulting from rust, pitting, corrosion or freezing 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 assistance towards the claimWe would, however, like to offer to refund the customer the premium amount paid to us, due to his dissatisfaction with the planWe are issuing a refund in the amount of $to the credit card on file The customer should receive this refund within the next week

Thank you for contacting Good Sam Extended Service PlanWe sincerely apologize that you did not receive a call back from our claims manager and will address this concern with our claims teamWe reviewed your claim and there were several items that we could not cover because they were caused by physical damage rather than a mechanical failureYour policy specifically only covers mechanical failuresIn addition there was labor cost that were not covered because they superseded the area labor cost and what we would consider reasonableThe terms and conditions of your policy specifically states that"We will provide payment to Your Repair Facility or reimburse You for reasonable costs of labor and materials (approved and receipted) to repair or replace any of the covered parts under this Coverage if required due to a Mechanical BreakdownA "Mechanical Breakdown or Breakdown" is defined as a failure of a defective covered part or faulty workmanship of a covered part as originally supplied by the manufacturer and under service."While we would not be able to assist in covering items that did not mechanically fail, we would like to offer you a goodwill payment for the additional labor cost that totals $We will issue you a check to the address on your account If you have any further questions, please don’t hesitate to reach out to usThanks!

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 $(for self-dispatched service call) and in addition we offered the member a year membership extension The member indicated they were satisfied with this resolution

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11403259, and find that this resolution is satisfactory to me The complaint with Good Sam has been satisfactorily resolved, after communications with MrFrank Stofa, Good Sam member Services Regards, R [redacted] ***

We are issuing this member a full refund for their Roadside Assistance. They should receive their check within weeks at their home address. We have also left this member a voicemail letting them know the amount of the check, confirming the address and letting them know when they
should receive the check