Walter's Roofing

On behalf of Good Sam, we are sorry for the service receivedWith that being said, there was a refund issued for most of the Roadside Assistance membership, but not the Club membershipThere is a request to send this member the difference - totaling $51.89. The check has been requested from
the billing departmentThanks!

Complaint:
I am rejecting this response because:I am waiting to receive a response to my question regarding why we were not informed about this internal funding limit when one of your representatives encouraged us to renew our membership during the scheduling of our last towIf your business practices truly include intentionally attempting to take more money from customers when you are about to cancel their membership, then I believe such information should be made available to the general public, and I will mention it in my reviews of your company.
Regards,
B*** ***

Business stands by its response to claimant

Complaint:
I am rejecting this response because:The company did not address the issue of not assisting with finding someone to come help and they did not even say they have multiple computer glitches which prevent them from helping people they recruit to join their ranksThey just sent me my new cards for years of service and they did not even spend a a dime assisting usIt would have been nice if they had even investigated the issue and said they have a glitch that puts someone else's name and information in for the person calling company fails to accept they have computer issues.
Regards,
V*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11799707, and find that this resolution is satisfactory to me
Regards,
W*** ***

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

At no point in the initial phone call with our sales agent was it ever disclosed that the vehicle was used for any car share service, if it was disclosed we would have not enrolled the policyThe first mention of this was on April 11th, at that time we cancelled the policy and issued a refund because we cannot provide coverageIf needed, we can provide a copy of the phone conversation with our sales agent

This is the second time the business has responded to the claimantPlease refer to the Membership and Cancellation Policy listed in the Member Benefit Brochure that states the membership is subject to cancellation by either party at any time for any reason, upon written notificationWe analyze the
average costs associated with memberships and from time to time cancel memberships where costs exceed those averages. Unfortunately, your membership falls outside our guidelines. You will receive a pro-rated refund based on the time remaining on your membership as of the effective date of this cancellation

Complaint:
I am rejecting this response because: I think this is representative of most of the automobile/rv insurers. They bait you with a low ball premium the first year and then jack it up in Years hoping that you don't pay that much attention to the premium.
Regards,
P*** ***

Complaint:
I am rejecting this response because:As discussed in the previous rejection response to the Good Sam Extended Service Plan, we followed all claim procedures given to us via phone call with the Good Sam Extended Service Plan customer service agent.As noted in the Good Sam response to the claim procedures;1) The Good Sam Authorized repair facility called Good Sam Extended Service Plan customer service for instructions for repairGood Sam Extended Plan customer service approved repair facility and to proceed with repairs.2) We provided Good Sam repairing dealer with evidence of insurance, terms and conditions and required maintenance records.3) Good Sam repair facility called Good Sam Extended Service Plan customer service with estimate of repairs and was approvedI also contacted Good Sam Extended Service Plan customer service prior to repairs and was told repairs were approved and to call Good Sam Extended Service plan customer service back when service was completed to our satisfaction.Both the the repair facility and I have followed all procedures as advised by Good Sam Extended Service Plan customer service via phone. As suggested by Good Sam in the the last response to the Revdex.com, we look forward to the Good Sam Extended Service Plan formal claims review response to our Revdex.com complaint.Regards,
*** ***

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*** ***

We are sorry that the member feels their claim was not handled properly We do inform all of our members through all our various communications that all claims MUST be pre-authorized and we reserve right to inspect all repairsThis information is also included on the terms and conditions which was sent to the member at the time of enrollment and each renewal year, below is the exact excerpt from the member's terms and conditions:
Follow These Claim Procedures:
Call Us to assist in locating a qualified repair facility in your area and for instructions prior to proceeding with repairs(We reserve the right to inspect all
repairs to determine coverage)
Present the Evidence of Insurance, Terms and Conditions, and required Maintenance Records to the Repairing Dealer
Prior to proceeding with repairs, ensure the Repairing Dealer calls Us with an estimate of repairs and receives an authorization number from Us
We would be happy to review the member's claim further through our formal claims review process

Reimbursed and member satisfied - along with an extension of the Good Sam Platinum Roadside Assistance membershipAlong with the comp, the member was advised of the check timeframe and new membership cardsThe member was pleased with resolution and has a contact number should they
have any issues in the futureThank you for your membership!

Complaint:
I am rejecting this response because:They have not addressed their unwillingness to advise their policy holders of the risk of being dropped by making a small number of $claims They have not responded to their poor performance in December I did not mention it in my initial complaint but each experience resulted in me needing to speak to a supervisor to receive adequate treatment Recently I received a renewal letter for the very same policy This to me is inconsistent business practice and is harassment on their part.
Regards,
T*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11623491, and find that this resolution is satisfactory to me
Regards,
K*** ***

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!

Thank you for contacting Good Sam Extended Service PlanWe 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 failures In 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 $737.50.This amount has already been mail to you and subsequently returned to our office because you did not want to accept the paymentIf you would like us to re-issue you this check, please contact us and we would be happy to do that for you If you have any further questions, please don’t hesitate to reach out to us Regards, Good Sam Extended Service Plan Team

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

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

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