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:06/28/2025

  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.

  Formal Complaint Unjust Termination of Membership and Denial of Services I am writing to formally express my deep dissatisfaction and concern regarding the recent handling of my roadside assistance membership.I purchased a Good *** membership that explicitly includes unlimited roadside assistance, provided the tow is within 100 miles. This was a key reason I chose your service. On June 27th, I requested a tow for my vehicleonly 17 miles to my mechanicdue to transmission issues. To my surprise, I was informed by your representative that my account had been flagged for too many towing requests, and the service was denied.What is more troubling is that I later discovered my membership had been terminated without any prior notice or explanation. I was never contacted by phone, email, or mail to notify me of this termination or to give me an opportunity to respond or appeal. This silent cancellation, combined with the refusal to honor the service I paid for, is both unacceptable and unethical.This situation raises serious concerns about the transparency and fairness of your business practices. Advertising unlimited towing within 100 miles and then refusing service based on undisclosed internal thresholdswithout informing or warning the customerconstitutes deceptive advertising and a potential breach of contract.I am requesting the following actions:A full written explanation of the flag placed on my account and the grounds for termination.A refund for the unused portion of my membership or immediate reinstatement of my plan.A formal apology for the lack of communication and denied service.Clarification of your unlimited service terms, and assurance that such actions will not happen to other members without due process.

  Business Response

  Date: 07/01/2025

  This was a duplicate complaint. We have posted our response on complaint # ******** on our Accredited page and the customer has accepted our response. Closing as duplicate.

• Initial Complaint

  Date:06/25/2025

  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.

  On 6/102025 our rv broke down and we called good Sam roadside assistance. The agent was unable to locate a roadside mechanic and told us we could call around and file for reimbursement. After three hours of waiting and calling our rv had cooled down enough for us to drive to **** nc and call a roadside mechanic. We called good *** and was told that since we had arranged for service we would have to fill for reimbursement. I am still waiting on itemized receipt to fill.On 6/23/2025 we again broke down on hwy 451 and when we called good *** we were put on hold for over an hour and was disconnected. When I called back we were on hold again for over an hour. In the meantime we called a roadside mechanic. When good *** finally answered we were told that since we had already arranged for service we would have to file for reimbursement and she sent me a text with a link to do so.I followed their instructions and after three days my claim was denied their explanation is per their terms of service we are not allowed to arrange for service and reimbursement.

  Business Response

  Date: 06/30/2025

  Thank you for the opportunity to respond to the complaint submitted by ****** ****** regarding his recent service experiences with Good Sam Roadside Assistance. We have reviewed both events in question.
  
  As of this writing, we have not received a claim submission for the incident reported on 6/10/25. Once an itemized, paid receipt is available, we encourage Mr. ****** to submit the claim using our online portal for prompt review.
  
  A claim was submitted for the 6/23/25 event and was initially denied because the service was arranged independently. As outlined in the Member Benefit Brochure:
  Fees for services hired on your own are not reimbursable.
  
  In reviewing our call records, we located a call on 6/23/25 made to our *************** team - not our intake/dispatch team, which is the correct point of contact for requesting roadside assistance. During the call, the *************** agent offered to transfer the request to our intake team. Prior to the transfer, a conversation overheard in the background confirmed the provider, Battleground Wrecker, had already been contacted to help. The receipt submitted with the claim is from that same provider.
  
  While the claim falls outside our standard guidelines, we understand how stressful these situations can be. As a courtesy, we have approved reimbursement in the amount of $540.14; a check will be mailed to the address on file.
  
  We appreciate the feedback and patience, and we hope this resolution helps restore some peace of mind. Please don't hesitate to reach out if we can be of further assistance.

• Initial Complaint

  Date:06/18/2025

  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.

  I was covered with Good *** for Roadside.On Dec 30, 2024 I called good ***. They told me if I had additional costs form the tow, I was submit my receipt. I did, and I sent in the receipt from the mobile mechanic. I was reimbursed. On May 3, 2025 I called good *** for roadside at approximately 1:15 pm. My vehicle would not drive. A nearby mechanic said he could fix if I got a tow. I called good *** roadside. I spent over 9 hours on the phone. I am hearing impaired and I have told good *** I'm hearing disabled in writing and recorded calls.Good *** repeatedly told me youre screaming and hung up on me. Then they blocked my number. The trauma of being refused a tow based on my disability was incredibly traumatic, and I believe is contrary to the American disability act.I pay a lot of money for the service and my good *** roadside I had already pre-paid for the entire year. I finally got a tow and I was told by good *** in recorded calls the same thing I was told in the December 2024 tow: if I had additional expenses from the tow, I could submit them over the online portal. So I used the same mobile mechanic that I had used in December 2024, and he sent a receipt. I had paid him in full. I obviously had to get my car fixed as good *** would not tell me to a mechanic. It turned out just to be a faulty wire.I submitted my additional expenses through the online portal. I still have not been reimbursed. It was $318 which is very reasonable.Good *** sent me an email saying that they had retaliated against me and had terminated my insurance and that they were refunding my money. They did refund the rest of my insurance, but now they've left me without roadside insurance.

  Business Response

  Date: 06/20/2025

  Thank you for the opportunity to respond to this matter. As this is a duplicate BBB complaint (********), we are submitting a duplicate response. We have communicated with the customer on multiple occasions, and the issue has reached an impasse. The following response was previously sent via certified mail in reply to earlier inquiries. Accordingly, our position remains unchanged, and we consider this matter closed.
  
  Victoria Goring,
  
  Thank you for your recent correspondence dated May 6, 2025, regarding your demand for payment. We take all member concerns seriously and have carefully reviewed the claims outlined in your letter. Below is our response to each point in the order they were presented.
  
  Damage Claim from December 2024
  When the damage claim was first reported to us, we promptly acknowledged the concern and provided you with the contact information for the responsible party handling the claim. Since then, we have reiterated this information multiple times and confirmed that Good *** is not the administrator of the damage claim. To continue pursuing resolution, we again encourage you to contact Nation Safe Drivers (NSD), who facilitates this particular damage claim, by calling ************ or emailing **************************************************.
  
  As outlined in the Member Benefit Brochure:
  Service providers and facilities referred to members by *********** are independent businesses neither owned, controlled, nor operated by ***********. The responsibility for damage, loss, or unsatisfactory workmanship lies solely with the service providers and facilities providing the service, rather than with Good ***.
  
  Communication and Accessibility
  Upon thorough review of the recorded calls and emails exchanged, we have found that all interactions were completed without apparent technical issues or breakdowns in understanding. We have been able to communicate with you effectively via email on several occasions, and both parties were clearly heard during the calls on record. While we are committed to accessibility and inclusivity, no specific accommodations were requested or denied during these interactions.
  
  Membership ***************************** request was successfully completed prior to the cancellation of your membership. The subsequent submission of a reimbursement request for services arranged independently indicated the disablement had been resolved. As stated in the cancellation notice, the decision to end the membership was made after careful review of both your recent service experience and ongoing interactions. Based on the evaluation, it was determined that Good Sam Roadside Assistance may not be the most suitable fit for your future roadside needs. While no refund is owed if services were rendered during the membership term, a full refund of your renewal charge in the amount of $139.95 was issued as a gesture of goodwill.
  
  Per the Member Benefit Brochure:
  Membership is subject to cancellation by either party at any time for any reason.
  
  Roadside Service from May 3, 2025
  At no point did Good *** deny assistance. A service provider was dispatched, and the service was completed. There is no record of a request for a secondary tow and, based on the details available, the disablement would not have qualified for an additional tow service.
  
  As stated in the Member Benefit Brochure:
  Delays are sometimes unavoidable due to weather, traffic or road conditions, availability, or unusual service demands. Additionally, longer-distance tows, after hours service requests, and service requests in certain areas may be subject to longer delays. Good Sam Roadside Assistance cannot and does not guarantee any response times and will not be liable for any occurrences that arise during such delay.
  
  Further:
  If you request to be towed to a location other than the nearest independent professional qualified service center, including your home, you will not be entitled to any additional towing services for the same disablement.
  
  Good *** will not be issuing reimbursement or compensation based on the claims of your letter. We trust this response provides clarity for your concerns and consider this matter closed. Safe travels ahead.

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 23485840
  
  I am rejecting this response because:

  1. Upon reviewing my recorded calls, I have determined Good *** repeatedly hung upon me because if my hearing disability.
  It does not take 9 hours to send a tow. 

  2. I asked for chat or email options for communication I was denied. 
  3. Good *** told me to upload receipts for reimbursement which I did. 
  4. obviously I has additional expenses since Good *** only towed me home. 
  5. I was eligible for a rental car and Good San refused. 
  6. when you dump my car at my home, Of course its not fixed. 
  7. Good san retaliated by cancelling my insurance. Leaving me with no insurance and a broken car. 
  8. Good san owes me my reimbursement, and has previously done this. See attached. 
  
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:06/05/2025

  Type:Order 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.

  Paid for a membership that was to include unlimited usage for my RV and all vehicles in my home. Tried to use service many times and had to cancel service request because no service provider ever showed up or they showed up with the wrong equipment. Good *** cancelled my membership for excessive use when there were NO limits placed on my usage. It was the unlimited use and unlimited miles package. And when I questioned them about it they say they were banning me from good *** forever. Very unprofessional people that I kept getting transferred to because no one wanted to deal with my issue.

  Business Response

  Date: 06/09/2025

  Thank you for the opportunity to respond to ****** *********** complaint regarding the cancellation of their Good Sam Roadside Assistance membership.
  
  We understand the disappointment and frustration, and we appreciate the chance to provide clarity around the decision. While Good Sam Roadside Assistance offers extensive coverage, it is not without reasonable usage expectations.
  
  The Member Benefit Brochure states:
  This benefit is not intended to be used in lieu of routine maintenance or needed repairs on your vehicle and, as such, once a service is successfully completed, additional services for the same disablement are not eligible. This membership does not provide for routine transportation, towing, or relocating of vehicles.
  
  During the five months this membership was active, there were 19 service requests (16 for towing, 3 for lockouts), involving 13 different vehicles. Of those requests, 10 services were completed successfully. While we make every effort to assist in each situation, this pattern of use exceeds what is considered typical for individual roadside assistance coverage and prompted a thorough review of the account.
  
  Per the cancellation policy outlined in the Member Benefit Brochure:
  Membership is subject to cancellation by either party at any time for any reason, upon written notification. All benefits will cease when the membership expires or either party cancels. Upon cancellation, the member will receive a prorated refund for the unused portion of their membership term. If the member has utilized any Roadside Services during their membership term, no refund is owed.
  
  In this case, due to the high volume and nature of requests, the decision was made to cancel the membership in accordance with this policy. Because multiple services were rendered during the term, no refund was issued.
  
  We understand this may not be the outcome hoped for; however, the cancellation was appropriate and in line with the terms and conditions agreed upon at enrollment. We appreciate the opportunity to clarify our position.

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23430558
  
  I am rejecting this response because:

  The policy states that any vehicle in my household is covered. I can prove that each and every vehicle I used this service for was one in which belonged in my household. Many of the calls made were repeat calls because the call was dispatched incorrectly and the provider did not have the correct equipment upon arriving at the service call. Or because we already waited 10 or more hours for a provider to show up, that never showed. No the outcome you offered is not the outcome I was hoping for. I paid for a membership to a service which has proved to be mediocre at best with the lack of response from service providers or the lack of acceptable response time from service providers. Again the only acceptable outcome for this will be a reinstatement of my membership or a full and total refund of my membership purchase fees. 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:05/07/2025

  Type:Delivery 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.

  received an invoice for a membership that I never signed up for.. I never even heard of this company..

  Business Response

  Date: 05/08/2025

  Hello, Thank you for the opportunity to address your concern. I see you were given a 6 month complimentary membership for our Roadside Assistance program back in February. There was no cost associated with this membership and we don't have a credit card on file. The complimentary membership is valid 2/25/2025 - 8/24/2025 and you only need to respond to the invoice and make payment if you want to keep the coverage beyond the free period. There is no obligation, so if you are not interested, you can just let the membership expire, which it will do automatically if you do not take action to renew. I resent your welcome kit via email, so that you will have the information for the membership should you need it during the complimentary period, or choose to keep it. You can direct any further questions to ************.

  Customer Answer

  Date: 05/08/2025

   
  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.
  
  Sincerely,
  
  **** **********

• Initial Complaint

  Date:05/06/2025

  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.

  I signed up for top tier roadside assistance on 4/30/2025. After reading fine print, I discovered that Good *** will not be permitted in the area I will be living and working at. Called to cancel 5/01/2025. Was told to expect refund 3-5 days. Now day 6. Have spoken to ***** ********* ****** twice, and now also ***** and Pearl. ****** told me my bank rejected refund. Called my bank. That is not the case. Was told I'd get confirmation of cancelation. I have not. Was told today I was issued a refund of ****** on 5/01/2025. I was not. I have reached out to my bank and good *** multiple times. No resolution in sight.

  Business Response

  Date: 05/09/2025

  Hello, Thank you for the opportunity to address your concerns. I do see that the refunds attempted on 5/1 and 5/6 to the card ending in 7099 failed. We have attempted a new refund in the amount of $119.95 as of 5/9 to the original method of payment. If that refund does not successfully process by 5/12, we will issue a check in the amount of $119.95 to the address on file. If you have any further concerns, please contact *************** at ************.

• Initial Complaint

  Date:04/10/2025

  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.

  We had an accident with our 5th wheel. We attempted calling Good *** roadside for a tow and were unable to reach anyone. We paid for the tow bill and lodging that is covered under our warranty and requested reimbursement. They denied reimbursement. I am attaching all the information we supplied to Good *** Roadside, the tow bill, lodging receipt, screenshot showing we attempted to call, the insurance estimate, and the shop work order. We are seeking reimbursement for the tow bill $1,560 and the lodging for $730.03.

  Business Response

  Date: 04/17/2025

  Thank you for the opportunity to respond to the complaint submitted by *** and Mrs. ******** regarding their denied reimbursement claim for towing and lodging expenses under their Good Sam Roadside Assistance membership.
  
  We have completed a thorough review of the submitted claim and all supporting documentation. While we understand the frustration and challenges faced during their trip, we must make reimbursement decisions in accordance with the guidelines outlined in the Member Benefit Brochure.
  
  Unfortunately, the claim could not be approved for the following reasons:
  
  Trip ***************************************** Report
  Lodging reimbursement under the Trip Interruption benefit requires submission of an original police (accident) report. This report was not included in the claim, and it was acknowledged a report did not exist, making the request for lodging expenses ineligible.
  
  Invalid Tow Invoice
  The towing receipt was submitted in the form of a ********* Word document using a standard template and did not include evidence of payment. Additionally, the business name and address listed could not be verified as an active, established provider. There was not a phone number for the business included on the document, and efforts to independently locate or validate the provider were unsuccessful.
  
  Dispatch Contact - Call Log Review
  We reviewed our records and found no trace of a call to our dispatch center at the time of the incident. In response to our request for proof of contact, a Word document was submitted containing a screenshot of a call log.
  
  Upon review of the file, it was determined that text boxes were layered onto the image to suggest a call to our dispatch number. When those text boxes were removed, the underlying image revealed the entry was an incoming call from an unassociated number, not an outbound call to Good Sam Roadside Assistance.
  
  A third version of the call log was later submitted, which is the same included in this complaint. However, the displayed phone number and call details still appear to be altered. We remain unable to verify contact with our dispatch team based on the materials provided.
  
  We have attached both versions for review:
  ******** Submission 1 -- Original submitted version
  ******** Submission 2 -- Same submission with text boxes moved
  
  Final Determination
  Due to the absence of a police report, lack of verifiable and complete documentation, and an inability to confirm contact with our dispatch team, the denial of this claim is valid and remains in place.
  
  We regret that we could not arrive at a different outcome and understand this is disappointing. We appreciate the opportunity to explain the reasoning behind our decision, and we are always open to reviewing any additional supporting documentation should it become available.

• Initial Complaint

  Date:04/06/2025

  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.

  We have had coverage since 5/15/2015 and have never used it. We paid for the upgraded plan as it is the only one that covers the vehicle. Now when we attempt to use it we are told we do not have the upgraded coverage. I would never have bought a plan for the wrong equipment.

  Business Response

  Date: 04/08/2025

  Thank you for the opportunity to respond to the complaint submitted by ******* ****** regarding her recent service experience on April 6, 2025.
  
  We sincerely apologize for the confusion and frustration this situation has caused. Upon reviewing the account, we have confirmed that the current membership is enrolled in our Standard Roadside Assistance plan, which does not provide coverage for Class C motorhomes.
  
  There is no record of an upgrade request or plan modification since the original enrollment on May 31, 2015, and the membership has remained at the Standard level (and pricing structure) throughout its duration.
  
  We understand it was assumed a different level of coverage was in place - especially after many years of membership - and we truly regret the confusion surrounding the plan details. We recognize how disappointing it must be to discover a coverage limitation the moment assistance is needed, and we're sorry this was the experience during your recent request for service.
  
  While the membership plan in place did not cover the Class C at the time of the service request, we would like to offer a path toward resolution. If any out-of-pocket expenses were incurred for towing on or around April 6, 2025, we encourage the submission of a claim for reimbursement consideration. Claims can be submitted online at *********************************************** or a response to this complaint with an itemized invoice for further review is sufficient. Upon receipt of either option, we'll prioritize the processing of the claim and follow up with Ms. ****** directly with the outcome.
  
  To upgrade the membership, we recommend contacting our *************** team at ************ for assistance. We truly appreciate the customer's long-standing membership and hope to restore their confidence in our program.

• Initial Complaint

  Date:02/25/2025

  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.

  I purchased Good ****** top package and even paid extra for 2 years of services. I used them after coming from ***, as they were highly rated. I used their services two times but on the 3rd time I called with a flat tire, they denied me services, saying I was "abusing the services, they are not a tow company".So I called the tow guy/company associated with them that came out last time (so his company is already in their database) I paid him $60 on February 1st for a tow. Then just a short couple weeks later, I needed yet another tow, (which is why I purchased the top package at Good ***)...so rather than calling Good *** and getting told I was abusing the unlimited services I paid over $100 for, I just called the tow guy again and paid him out of pocket another $60 for a 2nd tow on February 19th. Then I bought a new car!!! ????And then my dumb** left the headlights on all night one night and woke up to a dead battery. Seeing as how it was a different vehicle than before, I called Good *** in a heartbeat. To which, they came out and serviced my 2nd cars dead battery! But while that was all taking place, I was discussing howl I had to pay out of pocket, twice, just a few weeks ago and they assured me that services are unlimited AND that I have the top package there is and I should have never been denied services and to call and get reimbursed. So I did. But of course it's not as easy to get your money back as it is for them to take it....even when they are in the wrong. Because there's no tickets for services because services were denied, they are having to investigate everything. Which I totally understand. However, I have received nothing but major attitude from MANAGEMENT as well as everyone in this process. Now I want my out of pocket expenses reimbursed AND a refund of the money I originally paidGood ***. They put me, (the paying customer) through the run around since January 31st and still not even an apology. Let alone a refund.

  Business Response

  Date: 03/03/2025

  ******* ****** called in to purchase a membership on 12/11/2024, for a pre-existing disablement. Per the terms of our membership, vehicles with pre-existing disablements are excluded from coverage, as there is a 48 hour hold before benefits are active for use.
  Upon reviewing the audio from this interaction with our agent explaining the membership limitation, ******* ****** became abusive towards the agent,resulting in a disconnect initiated after several warnings were made, regarding Ms. ******* *********
  
  Ms.****** called in again on 1/31/2025 for a separate disablement. After reviewing this audio, Ms. ****** then became abusive with 2 agents and a supervisor,resulting again, in disconnection after multiple warnings, regarding Ms.******* *********
  
  On 2/25/2025, ******* ****** called in, and was immediately aggressive with two agents, as well as a supervisor regarding 2 separate tows secured by the member.
  
  Due to the aggressive nature of 5 separate interactions with 2 of our teams, to total 6 individual agents, Good *** exercised the right to immediately cancel the membership (upon written notification sent via email before the cancellation took place).
  Good *** provided a full refund of membership dues, to part ways amicably with ********** Good Sam Roadside Assistance will not be reimbursing the towing fees Ms. ****** incurred, per cancellation policy:
  
  Membership is subject to cancellation by either party at any time for
  any reason, upon written notification. The cancellation of a Membership
  includes the primary Member and all other individuals eligible for benefits
  under the Membership. All benefits will cease when the Membership
  expires or either party cancels. Upon cancellation, the Member will receive
  a prorated refund for the unused portion of their Membership term. If the
  Member has utilized any roadside services; no refund is owed.
  
  Fees for services you hire on your own are not reimbursable
  
  We have provided a full refund to the original payment method, of the $109.90 paid on 02/25/2025, with a 7-10 business day turnaround, dependent on Ms. ******* banking institution. 

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22989179
  
  I am rejecting this response because:

   

  The two reimbursements were already in review before I contacted the BBB. Pretty crappy customer service to take back your word. Especially because you'd be just as ****** as me (and probably use grown up words) to express your dislike of a big company taking your money but denying you services, leaving you stranded, TWICE!

   

  Also, I lready responded to your email that was in response to me outside, of the BBB because you wanted me to be aware that you didn't like my language. But I could care less what you think of me. I want all $230 I spent having to deal with your ******* company, all while you denied me AFTER you got my money. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:02/14/2025

  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.

  This is the second warranty reimbursement claim we have submitted with them and it is being denied. I spoke with the representative the night we filed the claim for assistance to make sure we were filing properly. Just called this morning and was told it had been denied. Notes on the account say they need receipts, which I uploaded weeks ago, an estimate/repair order/disablement correction/ and letter of explanation for reconsideration. No one at Good *** contacted us to request this information and I only just found out this morning because I called them. This warranty has been a waste of money. We filled a legitimate warranty reimbursement, and they are deying it.

  Business Response

  Date: 02/19/2025

  Good *** has reached out to the claims administrator, Assurant, who has provided the following response. Further questions or concerns should be directed to Assurant:
  
  RE: BBB #******** - ******* ********:

  The first claim from October 2024 was approved for all requested repairs, including the leveling **** and slide-out seals.
  The second claim, for the leaf spring replacement, was filed using our non-prior authorized repair process. After reviewing the submitted information, our team denied the claim due to the following reasons:
  No mechanical breakdown The only diagnosis note provided stated that one spring was broken and the other was sagging. Based on our policy, this does not meet the criteria for a mechanical failure.
  Repairs completed without prior authorization Claims submitted through our non-prior authorized repair process must still meet policy guidelines. Unfortunately, in this case, the claim did not qualify for coverage.

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22941114
  
  I am rejecting this response because: I have submitted a screenshot of an attempt to contact Good *** at the time we needed a tow, a copy of the repair estimate from our insurance, and a copy of the repair order from the repair shop. These are the documents they stated they needed. I was told the review would be escalated but at this time I have not received any response from Good ***.  The claim they are stating they approved was for a warranty claim with Camping World. The leaf spring claim that was denied was done while we were broken down on the side of the road unable to tow the 5th wheel in another state over 500 miles from home. 
  
  Sincerely,
  
  ******* ********