Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Feb. 2023 online with ***** to cancel my account. It was not cancelled. I have been charged for two years. Did not know I was on autopay. I opened an account for me and my son initially. Would like a refund!

  Business Response

  Date: 07/10/2025

  Thank you for the opportunity to address this customer's concerns. The last successful charge for Roadside assistance was on 6/21/2024 for $169.95. We did attempt a charge on 6/21/25 and again on 7/1/25, but those attempts we declined by the bank. Records indicate the customer did receive special pricing on enrollment in 2022 because she agreed to automatic renewal. Customers are notified via email when they are enrolled in auto-renew and again 30 days prior to being charged for another year. I show those notifications were sent to ******************* There are no documented requests for cancellation of auto renew until a recent call the *************** on 7/9. Since the charge for the upcoming year (7/14/2025 - 7/13/2025) was declined, the only refund available would be the proration of the remaining 3 days from the last term (7/14/2024 - 7/13/2025) which would be $1.40. At this point, we would recommend the customer let the service expire on its own on 7/13/2025. Auto Renew was removed as requested on 7/9 so the policy will not be renewed unless the member manually makes a payment. Additional questions or concerns can be directed to *************** at ************.

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23547696
  
  I am rejecting this response because:
  BBB Vs NGIC GOOD *** REPLY 07-16T-2025
  
  Dear BBB,
  Over all and thus far, my experience with NGIC has been average C+ to B+.
  So,this is another hiccup or glitch, so to speak with costly ramification at my expense.
  
  Regarding GOOD-***** CEO OFFICEMS. Pearl's Excellency in Effort.
  Thanks for the Excellent Assistance by a ** ***** who was directly involved with CARE.
  
  Regarding NGIC's Agents: Thus far ALL HAVE FAILED ME: Sabrinna, ***** ******,*******... NGIC ************************
  
  In regards, if there is a message from NGIC/Good-***, then I was unable to locate or read it.
  However,I REJECT NGIC's numerous promiseswords of assurances that my account [insurance policy, yearly payments and funds' sufficiency or not] have not been taken care of.
  
  
  Errors of the past repeated;
  On 3rd of June 2025 I renewed and paid in full for a full ********* coverage [~$800?]
  Then without my knowledge or permission,...
  on 2nd of July a charge of ~$60/$70 monthly premium on my credit card was placed... for unknown reason.
  So I called NGIC for discovery &
  Sad to say that NGIC front-line customer service is a know it all!
  
  
  On Wednesday July the 2nd, 2025 I contacted main line of **** to discuss a credit card charge unexpected and unauthorized.
  After many and many and many calls I landed me a **. ******* a licensed agent. As only intelligent ******* could do, she found an error.. a refund due me in the order of ~$400. Another overcharge by ****. But we've always corrected our errors and restored our NGIC-Customer relationship.
  Thus far there's been NO SIGN OF REFUND ON MY CREDIT CART.
  Thusly,again, ** ******* has never returned a call back, though she had sent me a confirmation email two weeks ago.
  [A WASTED ENERGY OR ?]
  
  So,on Wednesday July the 8th, 2025 and after many calls ending nowhere, I REACHED OUT TO GOOD-***** CEO OFFICE--************. And with the Direct and Excellent Assistance by a ** ***** who wrote an extensive letter, then passed me onto ****** at 910--945 am at escalation Dept.
  ****** sounded so self assured but a know it all... He refused to believe a word I said, regarding my propersty/vehicle for which I paid an hefty premium.
  So,after providing ****** with all necessary contact information whereby he can request and receive evidence, receipts for the entire time period covered by said policy. ****** assured me that within 30 minutes that He'll contact **. A: at location of insured property then Will call me back in 30'.
  As of this Wednesday, July 16th, ****** HAS YET TO CALL BACK.
  [Another useless employee and or wasted time and effort.]
  
  So on Thursday July the 10th, 2025 I contacted GOOD-***** CEO OFFICE--************.And AGAIN with the Direct and Excellent Assistance by a ** ******** in turn as she placed call on hold she reached out to;
  **** [*****] WORTHLESS... ***************
  Customer Service Associate III
  Integron Service co.
  Administrator for NGIC
  
  Alex sounded quite joyous and ready to assist. He assured me of success.
  **** even sent me an email for confirmation.
  I in turn did provide NGIC/**** with all necessary receipts as proof,thus my yearly premium should be much less and therefore qualifies to a refund.
  So,after 4 days, which now is Monday, July the 14th, 2025 NGIC front-line customer service agents were unable to locate ****.
  [WASTE ENERGY & FRUITLESS ENTHUSIASIM?]
  
  On Monday July the 14th,2025.
  Again and hopefully for the last time, after repeated calls I landed me, a Sabrinna at xt ***** who had issued me a Refund of ~$400 by way of Credit Card [and not **** Mail.] **. Sabrinnaalong with all the other agents-- can be found at **************.
  
  However unfortunate, as of this Wednesday July 16th, 2025 at 800 am my credit card DOES NOT SHOW NEITHER A REFUND NOR A CANCELLATION OF AN UNAUTHORIZED CHARGE.
  
  What to do?
  I'm counting on BBB's greater talents and influence.
  
  
  Sincerely,
   
  N ********** NGIC KEEPS ADDING MONTHLY CREDIT CARD CHARGES AT MY EXPENSE EVEN THOUGH I HAD ALREADY PAID IN FULL FOR AN ENTIRE YEAR. I HATE TO SAY IT THIS WAY: BUT THEIR TREATMENT OF ME EVIDENCED BY THEIR LACK OF INTELLIGENCE IS COSTING ME MONEY. ALSO, THEIR EBSITE WON'T ALLOW ME ACCESS INTO MY NGIC ACCOUNT.

  Business Response

  Date: 07/10/2025

  Thank you for the opportunity to respond to this customer's concerns. The insurance policy is underwritten with our insurance partner, ********************************** (****). We have partnered with them to research the customer complaint and can provide the following response on their behalf:
  

  Please accept this letter in response to your inquiry dated July 2, 2025. The Recreational Vehicle (RV) Policy issued to the Complainant is underwritten by ********************************, (the Company), NAIC # *****. We appreciate the opportunity to respond to the Complainants concerns. In light of the Complainants concerns, a review of the policy found that on May 27, 2025, the Complainant contacted the Company, spoke with a **************** Representative and advised he was out of state but intended to use the Insured Vehicle (IV) upon his return, stating that it was his full-time residence. The Complainant requested to remove the IV from storage and add Collision coverage. The *** noted that the IV was incorrectly listed as in storage, as the Complainant was noted as a full-timer. An endorsement was processed as requested, effective the Complainants renewal term on June 1, 2025, resulting in a $522 premium increase.

  
  On May 30, 2025, the Complainant contacted a *** to confirm whether the IV was still listed as in storage and advised he no longer wished to remove it the IV from storage as his plans had changed. However, due to a misunderstanding, the *** confirmed that the IV was still listed as in storage but would be removed from storage effective June 1, 2025. As a result, the policy renewed as scheduled, and the IV was removed from storage. Please note that because additional premium was added, the policy no longer qualified as paid in full, resulting in an additional increase of $115.00. The $522.00 in added premium was divided into installments of $63.11. As the Complainant was enrolled in paperless communication, a notice outlining the scheduled installments was emailed on June 3, 2025. The first installment was drafted on July 1, 2025, as the Complainant was enrolled in automatic
  payments.

  
  A review of the call log shows that the Complainant made multiple calls on July 2, 2025, expressing concerns that he should not have been listed as a full-timer and that the IV should have remained in storage. During one of these calls, an endorsement was processed to place the IV back in storage, remove Collision coverage, and update the policy to
  reflect that the Complainant was no longer a full-timer, all effective retroactively to the renewal date of June 1, 2025. As a result, the premium was reduced by $903.00. Additionally, the Complainant was returned to paid-in-full status, resulting in a further $34.00 reduction, for a total premium reduction. As of July 10, 2025, the policy carries a premium credit in the amount of $358.00. A billing breakdown has been attached to illustrate the policy's activity and refund calculation. A request was submitted to have the premium credit
  issued as a refund and the Complainant can expect that in the coming days.

  
  We regret any frustration the Complainant may have experienced and hope this provides clarity now that the policy accurately reflects the IV as in storage and the Complainant is no longer listed as a full-timer. With respect to the Complainants concerns regarding customer service, a review has been completed and shared with management for coaching purposes.

  
  We hope this provides clarity to the matter. If I can be of additional assistance, I may be contacted at *************************.

  Business Response

  Date: 07/23/2025

  Please accept this letter in response to your inquiry dated July 16, 2025. The Recreational Vehicle (RV) Policy issued to the Complainant is underwritten by ********************************, (the Company), NAIC # *****. We
  appreciate the opportunity to respond to the Complainants concerns.  In response to the Complainants concerns regarding the refund of $358.00, a review of the policy confirms that the refund was initially issued via check on July 14, 2025. On that same day, the Complainant contacted a **************** Representative (CSR) and requested that the refund be issued to the card on file instead. Accordingly, a stop payment was placed on the original check, and a refund in the amount of $358.00 was processed to the Complainants card on file on July 15, 2025. Please note that the time it takes for the refund to appear in the Complainants account may vary depending on the banking institution.
  We hope this provides clarity to the matter. If I can be of additional assistance, I may be contacted at *************************.

  Customer Answer

  Date: 07/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  All due respect goe to Ms ******* who went out of her way with instantaneous effort to resolution.

  It's because of the likes of ******* that i speak so well of GOOD ***!

  WELL DONE GOOD ***!
  Sincerely,
  
  N *******

• Initial Complaint

  Date:06/27/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, as long as they keep their documented "good standing" of my account. I did not do any wrong doing and appreciate their acknowledgement of said actions. Moving forward I will still follow guidelines as I have and I hope to not have this inconvenience happen again. Thank you
  
  Sincerely,
  
  ***** ******l as a deceptive business practice. If the service is advertised as unlimited within 100 miles, then denying service based on undisclosed internal criteria or silent account termination violates both consumer trust and fair business practice.I am requesting the following:A full explanation and documentation of the flag and the grounds for termination.A refund for the unused portion of my membership or reinstatement of my plan.An apology and assurance that Good *** will provide transparent and lawful practices moving forward.If no resolution is reached, I am prepared to escalate this matter further by filing additional complaints with the ************************************ and my states Attorney Generals office.Desired Outcome:Written explanation of account flag and termination Refund or membership reinstatement Assurance of corrective business practices Thank you for your assistance in resolving this matter.

  Business Response

  Date: 06/30/2025

  Hi Team,
  

  Thank you for the opportunity to respond to the complaint submitted by ***** ****** regarding his Good *** Roadside Assistance membership. We want to begin by clarifying and confirming that the membership has not been canceled. The account remains active through December 4, 2025 we apologize if any prior communication led to a different understanding.
  
  While the membership is still active, it was recently flagged for internal review due to a pattern of service requests that fall outside the intended scope of coverage (such as repeated tow services to a residential address rather than a qualified repair facility). As outlined in the Member Benefit Brochure:
  This benefit is not intended to be used in lieu of routine maintenance or needed repairs on your vehicle.
  This membership does not provide for routine transportation, towing, or relocating of vehicles.
  
  Additionally:
  Membership is subject to cancellation by either party at any time for any reason, upon written notification.
  
  Good *** routinely performs audits of membership usage to ensure services are being used as intended and to maintain program integrity for all members. The review of the membership does not indicate wrongdoing, but it does prompt a closer look to determine how best to proceed with continued coverage.
  
  During the most recent request on June 27, 2025, our agent(s) informed Mr. ****** that the service would be processed as an out-of-pocket request due to the open review status.He was also advised of the option to submit an itemized receipt for reimbursement consideration, which remains available should he wish to proceed.
  
  We understand how important transparency and consistency are, and we appreciate the opportunity to clarify that the membership was never canceled and remains in good standing. Please dont hesitate to reach out with any further questions or if we can assist in any way.
  
  Thank you,

  Good *** Member Relations Team
  

• Initial Complaint

  Date:06/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had Good *** for years. I sold my RV so I no longer needed it. I went to the ** website in the membership area and hit a clearly marked button that said: Cancel Your Membership. A message came up that said cancellation request was received and they we're working on it. The next morning I get up and find an email saying that my membership renewed. I called immediately and processed the cancellation and automatic renewal. The following day I find a renewal of membership charged to my credit card. I called again and they said that it was cancelled for all future renewals, but this one couldn't be stopped and GS doesn't do refunds. This is a total scam and rip off. I clearly hit the cancellation button and was told that they were working on it. By that they meant charging my credit card for the service I just cancelled with no refund possible. I was a long time GS user. They were an organization that was really helpful to their customers. Now they are just another predatory company ripping people off. Their roadside assistance is really bad. Their RV valuator is totally biased towards Camping World and other big RV companies. And their membership is high pressure, a scam and preys on the consumer. This is not the Good *** it was 10 or 20 years ago.

  Business Response

  Date: 06/25/2025

  Thank you for this opportunity to address the Member's concerns. Our Good *** Membership is documented in the Terms of Use as Non-Refundable and the first documented request we have to cancel Auto Renew was on 6/22, after the charge processed on 6/21. That said, based on the situation, we have made an exception to issue a refund as a one time courtesy. The refund should be processed back to the credit card within 3-5 business days.

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23510323
  
  I am rejecting this response because: Nothing has changed.....I accept the fact that they have a right to examine the vehicle, but they are the ones that are NOT allowing any flexibility in trying to work with the assigned examiner.   All I want is realistic assistance from some one within this company to assist in setting up a time for the inspection where we dont have to leave the vehicle sitting for days while some phantom inspector decides they have time to show up.

  While this has been in process, I called and tried to reach out again to see if there was some way to facilitate the inspection and nothing has happened.  ************ is so set on black and white they have little compassion for the customer (even for one that has been with them for years).  Every person, with the exception of the last one has been less effecient or caring than a robot.  While the last person suggested calling the shop and having them try and set up something with the inspector, that has been less than successful. 

  Up until this incident I have been a huge fan of everything I have had from Good ***. This will definitely leave me pause for future dealings with them. 

  I need someone in this company who might have half a brain, a little bit of pull, and some compassion to help get this inspection set up so we can actually get the repairs done.  We are leaving in 16 days for three weeks.  This has been going on for several weeks.  It should not be this hard.  

  I have never disagreed with their right to inspect.  WHAT I AM ASKING FOR IS SOME COMMON SENSE help in scheduling the inspection 

  Sincerely,
  
  ***** *****

  a phone call back. The fact that their customer service failed to answer my question and tell me that there could be required inspections if problems develope early in the plan is not my issue. I should not have to be without a car (can cant afford to be) for 2 days when I told them if they tell me when the inspector can be there I would gladly get the vehicle to the shop, they wouldnt even accept that. Since they failed to disclose possible restrictions at the time I asked and given there were no prior known issues with the vehilce (through routine maintenance) I want them to honor the agreement and pay for the covered repairs.

  Business Response

  Date: 07/02/2025

  Hi Team,

  Thank you for contacting the Good *** **************** Plan.

  
  As outlined in the Terms and Conditions of your policy, the claim administrator reserves the right to inspect the vehicle in order to verify failures and determine coverage for repairs. Unfortunately, Good *** is not authorized to override or waive this inspection requirement.

  
  We recommend working directly with your repair facility to coordinate with the inspector and schedule a time that is convenient for you to complete the inspection process.
  Please note that while your policy includes rental car reimbursement, this benefit only applies to repairs covered under an approved claim.

  
  We appreciate you bringing your concerns to our attention. We will review the calls in question and address any service issues internally to ensure appropriate coaching is provided regarding the customer service you received.

   

  Thank you,

  Good *** Member Relations Team
  

• Initial Complaint

  Date:06/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Member ID *********, was cancelled on 5/2/25, on Good *** web site. On 5/23/25, my bank account was charged $39.00, for the automatic renewal on the cancelled account. When contacted on 6/17/25, Good *** said they would cancel the membership but couldn't refund the $39.00. They were notified well before the renewal date and proceeded to charge me anyway. This is theft in my opinion. This company has very shady practices that need to be called out.I realize that $39.00 is not a large amount of money, but if they will do it to me, how many other people have they scammed??

  Business Response

  Date: 06/17/2025

  Thank you for this opportunity to address the Member's concerns. Our Good *** Membership is documented in the Terms of Use as Non-Refundable, and we send multiple notices via email when the customer is enrolled in Auto Renew and prior to renewal charges are processed. That said, based on the situation, we have made an exception to issue a refund as a one time courtesy. The refund should be processed back to the credit card within 3-5 business days.

• Initial Complaint

  Date:06/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Good *** Roadside Assistance for failure to cancel my membership and issue a refund despite multiple documented attempts.I called their customer service three separate times and was told each time that my cancellation had been processed, yet I never received any written confirmation. I also submitted two email cancellation requests through their website and sent a physical letter by mail, none of which were responded to.The service was never used, and the delay in processing my cancellation has been unprofessional and frustrating. I paid using Cash App and have now initiated a dispute with them as well.I am requesting a full refund and written confirmation that my membership has been canceled. I want this resolved promptly.

  Business Response

  Date: 06/11/2025

  Thank you for the opportunity to respond to the complaint submitted by ****** De regarding the cancellation and refund of their Good *** Roadside Assistance membership.
  
  We sincerely apologize for the delay and frustration experienced while trying to resolve this matter. We can confirm that the membership has been fully canceled and, as of today, we have processed a refund in the amount of $49.95.
  
  I personally worked with our Support Operations team to ensure the refund was handled accurately and without further delay. The refund had been issued to the original payment method and should reflect on Yvettes end within 5-7 business days (depending on the financial institution).
  
  We appreciate the understanding and patience while we worked to resolve this.

• Initial Complaint

  Date:06/04/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2024 I was asked about a 1 year good *** membership in the store when processing a return. The item I needed to return was eligible for a store credit only. I had a 1 year membership in 2020 and only used it a few times but I had a store credit for a return on an item and so I agreed to use part of my credit towards the one year membership. It wasn't mentioned to me that this was an auto-renewing membership; my prior purchase of a 1 year membership did not include any sort of auto renewal. On 05/22/2025 my credit card; which was used for the return was charged a membership renewal. I called into the call center on 06/04/2025 and was informed that under no circumstances are memberships refundable. I never intended to sign up for a recurring membership and feel like this was a very misleading practice. This was not a positive experience with GoodSam; who is usually spoken of fairly positively. Both the agent I spoke to and their supervisor were very kind and polite but offered no path to a refund.

  Business Response

  Date: 06/05/2025

  Thank you for this opportunity to address the Member's concerns. Our Good *** Membership is documented in the Terms of Use as Non-Refundable, and we send multiple notices via email when the customer is enrolled in Auto Renew and prior to renewal charges are processed. That said, based on the situation, we have made an exception to issue a refund as a one time courtesy. The refund should be processed back to the credit card within 3-5 business days.

• Initial Complaint

  Date:05/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Good *** membership renews on June 18. I called in on May 30th to cancel and not autorenew. They said it was too late because they autorenew a month in advance and stole money out of my account. They refuse to refund it. I canceled prior to the renewal date. I shouldn't have to pay for another year.

  Business Response

  Date: 06/02/2025

  Thank you for this opportunity to address the Member's concerns. Our Good *** Membership is documented in the Terms of Use as Non-Refundable, and we send multiple notices via email when the customer is enrolled in Auto Renew and prior to renewal charges are processed. That said, based on the situation, we have made an exception to issue a refund as a one time courtesy. The refund should be processed back to the credit card within 3-5 business days.

• Initial Complaint

  Date:05/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I need this case reopen I understand the $99 on site fee but for the $175 that has to be refunded how are they going to charge me a diagnostic fee? When I already told them what was wrong with the rv and wanted fixed ? If they had real intentions to work on the rv it wouldn't take three months they would've told me on site they can't do the job they had me running around for three months before telling me they can't do the job I would've paid additional if they got the job done and fixed

  Business Response

  Date: 05/28/2025

  May 28, 2025

  
  To Whom It May Concern,

  
  I am writing to formally address the complaint filed by Mr. ***** ****** regarding the transaction dated March 04, 2025, for services rendered at ******************************************************************************************** We respectfully assert that Mr. ****** received all agreed-upon services as documented in Work Order #**********, and we request that the transaction be upheld.

  
  Service Agreement and Fees
  On February 05, 2025, Mr. ****** agreed to our mobile service fees, which were clearly communicated as follows:
  Onsite Fee: $99.00
  Minimum 1 hour Diagnostic Fee: $175.00
  Additional Mileage Fee: $8.00
  Total: $301.74

  
  These fees covered only the inspection and diagnostic assessment of the disablement, not parts ordering or repairs, which was explicitly explained to Mr. ******* He verbally confirmed his understanding and agreement on a recorded line and signed the work order prior to payment, reaffirming his consent.

  
  Service Execution
  On February 10, 2025, our technician was dispatched to Mr. ******* location but was unable to access the property due to the customers failure to notify us of his absence and the loss of his keys. No charges were collected for this visit. On March 04, 2025, our technician returned at no additional cost to the customer, despite the time and expense incurred on February 10. The technician completed a thorough diagnostic assessment of the motorhomes wiring issues caused by a blowout, as outlined in the work order. The service included 1 hour and 10 minutes of travel time and 1 hour and 25 minutes of onsite diagnostic work, the additional 25 minutes was not charged to the customer per company policy. At the conclusion, Mr. ****** signed the approval, and the agreed-upon balance of $301.74 was collected.

  
  Following the diagnosis, we attempted to source a wiring harness for Mr. ******* 2003 Winnebago Sightseer. However, due to the age of the unit and Workhorse no longer producing parts for this chassis, sourcing proved challenging. We updated Mr. ****** and reached out to a Workhorse contact he provided, but they were unable to assist. We also explored repairing the existing harness, but determined it was not feasible to complete in the field. Mr. ****** was informed of these findings. At no point did he express a desire for a refund to GoodSam RV ProCare.

  
  Supporting Documentation
  Enclosed with this letter are the following documents, which substantiate that all services were rendered as agreed:
  Technicians diagnostic report
  Signed approval on Work Order #**********
  Time log detailing travel and onsite work
  These documents confirm the professional execution of the services and the legitimacy of the charge.
  

  Request for Resolution
  Given the evidence that all services were completed in accordance with Mr. ******* signed agreement and the work order, and that he fully understood the scope of the minimum service fee, we respectfully request that the complaint be dismissed. We remain committed to transparency and customer satisfaction, and we are happy to provide further clarification if needed.
  Thank you for your careful consideration of this matter. Should you have any questions or require additional documentation, please contact us at ************ or *************************************************
  

  Sincerely,
  The GoodSam RV ProCare Team