Walter's Roofing

I spoke to MrO***, apologized for the lack of service on 6/10/and reviewed his request for service with him. I advised that we would be sharing information regarding the specific failures by each agent involved with the training departments so they can be addressed with the agents
and retraining will take place. I let MrO*** know that I would be willing to extend his Good Sam and Roadside memberships for one year free of charge which would include the Good Sam Perks benefit her requested. I then stated that we would not be sending an apology from the CEO but I would forward the complaint to his email per MrO***s request. I then stated that I would be unable to guarantee that this would never happen again because we are not perfect he asked what would happen if my family was in the desert with high heat and they called for service, we won’t guarantee that this wouldn’t happen again? I said no because we’re not perfect and I wanted to be honest with him that errors can happen but we would do our best to provide assistance. He thanked me for the call and hung up I was unable to confirm if he wanted the membership extensions offered or confirm a mailing address. I can process them once we confirm acceptance and the mailing address

Thank you for contacting us regarding your experienceWe believe in having a high level of customer service and would like to apologize for the service you receivedWe will look into this matter and make improvements going forwardWe have issued you a check refund for the cancellation fee that
will be sent to the address on fileYou should expect to receive the refund in to weeks

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*** *** ***

In light of this complaint, we reviewed the member's phone conversation with our agentOur agent did inform the member that we do not cover vehicles used for commercial useAt no point in the conversation was Uber or any other car share service ever mentionedSince we cannot
provide policies for vehicles used for commercial use, per the terms and conditions, we cancelled the policy and issued a full refund of premiums paid not taking into account the previous claim paid out

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11516580, and find that this resolution is satisfactory to me
I want to also thank the individual that contacted me and explained what could have possibly taken place with the phone calls to their service centers and how it should have been handled
Regards,
T*** ***

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

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*** ***

As it states on page of the Good Sam Platinum + Roadside Assistance Member Benefit Brochure - “Membership is subject to cancellation by either party at any time for any reason, upon written communication.” The member has received this Member Benefit Brochure via mail fulfillment upon enrollment and with each annual renewal
Our offer to reimburse the member in the amount of $still stands We will proceed with processing this reimbursement at this time The member should receive this reimbursement within weeks at his home address

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:We have been a loyal Good Sam Extended Plan customer since we purchased our Country Coach Magna in We have spent over the past years approximately $27,in Good Sam Extended care premiums without a single claim until this last year. When we called the Good Sam Extended Service Plan customer service for the first time prior to our service we asked what the Good Sam Extended Service Plan procedures were for moving forward, the agent on the phone was very nice and advised us to make the repairs needed to our Country Coach Magna and contact Good Sam Extended Plan customer service when repairs were completed to our satisfactionAt no time did Good Sam Extended Plan customer service advise the repair facility or us that a party inspector needed to be scheduled for an appointment to verify failed parts prior to installation of the new parts.After all the work was completed by the service facility we called the Good Sam Extended Plan customer service and they asked for us to send the receipts to them for reimbursementAfter weeks of no response from Good Sam we called again to be advised a 3rd party inspector needed to be scheduled to see the Country CoachTwo weeks after that a Good Sam 3rd party inspector came to the repair facility, the Good Sam Extended Plan 3rd party inspector was given all the replacement part receipts, invoices and was given a visual inspection by the repair facility technician of all the parts replaced, to verify new conditionThe Good Sam inspector was given the two inverters failed bench test results invoices from Mark Snyder Electric including the Xantrex serial numbers that also matched the serial numbers from the original Country Coach Magna build sheet for verification.After the inspection a Good Sam Extended Plan claims appraiser denied the claimHe also shared if the claim is over $that the old failed parts must be reinstalled to prove failure in order for the claim to be approved.We were advised by our service facility it would take another month to do the service requested by Good Sam Extended Plan claim appraiser and we would be responsible for the additional labor to uninstall the new parts, reinstall and uninstall the old failed parts and reinstall the new parts. Please reconsider your plan to dismiss our claim.Note; If our claim is still pending as in your response to the Revdex.com, why would I receive a Good Sam Extended Plan customer service survey form in regards to our filed claim in the mail today?Regards,
*** ***

We have thoroughly researched the customers complaint and have listened to all the customers phone calls with the salespersonOur 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 claimAs 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

Complaint:
I am rejecting this response because:Your membership indicated that there is unlimited milage for towing to closest provider etcThe letter that was sent to me regarding the reason for cancellation of my membership indicated that you decided to cancel based on a higher than average usageHad your company indicated that there was any parameters or recommended limitations for usage I could have made better decisions on when to utilize the service so as to continue my relationship with your companyFOR EXAMPLE: As opposed to indicating unlimited milage for tows (and then cancelling my membership for "above average" usage) you could say tows with less than x amount of miles for each membership yearThat way in times of when I am reaching out for service I can determine if it is a worthwhile usage of my service or if alternate services are better so as to not over utilize my member benefitsIts like saying its an all you can eat buffet and kicking me out after my third plate as opposed to saying Three Plate Buffet.
Regards,
Alana Aviel

The organization is researching with our insurance partner on what occurred with their fulfillment vendor that prevented MrsC*** 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*** but was unable to connect with her and left her a voice mail with an update

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*** ***

Thank you for contacting Good Sam Extended Service Plan (ESP) regarding your recent experienceGood Sam ESP covers mechanical failures, the generator carburetor being pulled up with old fuel is not a mechanical failure which is why the claim was deniedWe apologize that your claim was not covered
and we do our best to inform customers about what is covered be providing them with a copy of the terms and conditionsWe will waive the cancellation fee you were charged and issue an additional refund for the $

Our records indicate that this complaint and reimbursement request have been resolved as of 4/27/16. Our representative spoke to the member, apologized and advised of the reimbursement amount that will be provided to the member. We've also provided the timeframe for
receipt of the check

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12814514, and find that this resolution is satisfactory to me
Regards,
R*** ***

I am rejecting this response because: I have requested an escalation to executive level for a callback to
myself or my wife, C***, which has been consistently ignored In addition, this response is not accurate.
Regards,
L*** ***

Business stands by initial response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11230714, and find that this resolution is satisfactory to me. Thank you for your assistance with this
Regards,
B*** ***