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:09/10/2024

  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 have been a Good *** member for over 10 years now. In all this time I have had to use my Roadside Assistance three times. Each time, I called in as directed, left my informaiton with their dispatch and then no one shows up? I call and call and keep getting promises that someone will show up and after 5-17 hours, I just take care of it myself. Im not sure why anyone would continue to use the services of this company if this how they treat their customers. Thier is negative reviews all over social media with others having the same problem. I wrote to their CEO ****** ******* 2 years ago when I needed them for the 2nd time and got the typical canned response that he would set things in motion to ensure this woudlnt happen again. I am filing this compaint, so other consumers can do some research and find out that the BBB has had several complaints against them and maybe somebody will do something with this company to ensure they provide the services you sign up as a memebr and pay them to do. I want a formal reply from either their CEO or the head person in charge of their Roadside Assistance Division outling how things should be done when a stranded motorist calls in. What steps will be put in place to ensure they dont leave stranded motorists in a dangerous situation.

  Business Response

  Date: 09/17/2024

  ********* called in to request a tow 9/7/2024.
  
  Our dispatch team attempted to locate a provider in the area and were unable to locate a provider to assist with the service. The agent working on the ticket failed to update Mr. *******
  
  The agent involved with this service request has been pulled off the floor to be re-trained.
  
  We received notification of the failed service request on 9/8/2024 via email. On this day, Good *** replied to Mr. ****** with an apology and advisement of the investigation into this service request, to ensure the root cause of this failure was addressed accordingly. Mr. ****** also received notification that the out-of-pocket costs have been approved for reimbursement the following day 9/9/2024. 
  
  The reimbursement of $189.50 was approved on 9/9/2024, and will be mailed via check, to the address we have on file. 
  
  We have initiated and will continue the review with our dispatch team to address the issues encountered and ensure these matters are handled more effectively moving forward - including coaching and training where necessary.

• Initial Complaint

  Date:05/16/2024

  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.

  Purchased a roadside assistance membership and when I finally go to use it they tell me they dont offer tow trucks in my area. Spoke with an employee who said they will refund me my money in whole and now they are saying they wont. This business is crooked and needs to be looked into. I also am requesting my money back like stated would happen.

  Business Response

  Date: 05/22/2024

  ***************************** purchased the Auto Platinum+ membership on 8/6/2023 at $54.95 for 1 year. Cancellation was requested on 5/13/2024. Per the terms of this membership, the cancellation policy is as follows:
  
  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 during their membership term, no refund is owed.
  
  The Pro-rated refund of $12.65 for the remaining time was processed on 5/13/2024 and was mailed via check to the address on file (*********************************************************) and should be received within 3-5 weeks.

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21722674
  
  I am rejecting this response because: I was told by one of youre own agents that I would be refunded the entire yearly amount due to not being able to even use the benefits because they do not offer services in my area only after signing up saying they do offer services in my area. I was told I would get a full refund from an employee of good *** and I would like that honored. 
  
  

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

• Initial Complaint

  Date:05/15/2024

  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.

  Well I paid 60 dollars to the wrong people. I was emailed I had road side asst and called because I locked the keys into my car. I then needed to g t them out and for two hours delt with a call center that was not excepting me or the situation nor was willing to do anything. I was fortunate to have made a spare key but had to get my mangent of were I live to let me in to my place that cost me ****** to get the keys and wait for over two hours. This is why you get roadside assistance. To me if this is a **************** they are not very responsible and need to move operations some where else because no won heard of them and even AAA is getting delt with by no body will to use their service due no payment by the road side business. But when you keep asking the same question over and over ****** name, and what do you need. Was shameful and disappointing

  Business Response

  Date: 05/16/2024

  We are currently researching this call for service, to determine what went wrong to ensure this experience does not reoccur.
  
  We are happy to review a reimbursement request, once submitted, for consideration of reimbursement of any charges that are covered under the membership. In order to begin this process, please submit your claim via one of the avenues below.
  
  Online:
  ***********************************************
  
  By Mail:
  We have mailed a paper claim form to the address on file (******************************************) if this method is preferred, please fill out the form when it arrives in the mail, and mail back to the address on the claim form, with a copy of your itemized receipt.
  
  Fax:
  ************
  If using this method, please provide a statement as well as a copy of your itemized receipt.

• Initial Complaint

  Date:05/09/2024

  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.

  On February 2nd of this year, our RV broke down on the side of the road. There was no power at all from the battery which meant that there were no cautionary flashers or power, and we had limited battery on our phones. I called Good *** and told them I didn't know if it was the battery or an electric failure. They said they would send someone out. After 2 hours, we flagged down a AAA tow truck who tried to charge the battery and felt that we had a full electric failure and would have to be towed. I called Good *** once again and told them it wasn't the battery and they told me that we would have to fill out another request for help. I told them that I was getting low on my phone battery and that our situation was getting dangerous where we were parked. They said they would get help out to us. In the interim, we called some of the local garages who told us they could not help us, so we decided we needed to get towed to our mechanic 92 miles away. We found a tow truck who would charge ******* to tow us and I called Good *** once more as we still had no help. They said they found a tow that cost ******* and that they would try to see if they would cover the charges. She put me on hold for 45 minutes and never checked back with me to see if we were okay. At that time we had been on the side of the road for 5 hours on a Friday night without ANYONE coming to our aid. As my phone was ready to die at any minute, I had to hang up on her and contacted the tow that we called on our own and asked to be towed home. I filed a claim with Good *** who took over 6 weeks before they denied my claim. I said that I wanted to talk to someone else and she asked me if my husband was there as I apparently didn't understand the meaning of No. I feel that we bought an insurance policy that did not service our needs. They also said that I denied service when they found someone to tow us to 14 miles away. This is a blatant lie, as I never received any such phone call. Help!

  Business Response

  Date: 05/14/2024

  ************************* called in for service on 2/2/2204 at 2:00pm EST. The requested service was for a battery delivery, and the member was advised we could attempt to locate a provider for a jumpstart, or a tow service, the member requested the battery service. Our dispatch team attempted to contact the member with an update from 2:09pm 2:35pm EST, all calls rang to voicemail. ************************* called back in at 3:28pm EST advising a passerby stopped and attempted to jump-start the vehicle, which failed; Dispatch for tow service began at 3:36pm EST.
  
  ************************* was contacted again at 4:30pm EST, to advise of the overage due, for the miles in excess. The member was advised the Nearest Qualified Repair Facility was ***** miles from the disablement location, the location provided by ************************* was ***** miles from the disablement location, causing an out-of-pocket cost of $1434.00 for the miles in excess. 
  
  ************************* cancelled the service request through our dispatch team and opted to secure service independently.
  
  Due to the delays with locating an available provider to assist with the long-distance tow, we are approving the $1137.50 as a one-time exception.
  
  The reimbursement will be mailed by check to the address on file and should arrive within 4-6 weeks: 
  

  *************************
  1520 Le Grande Ter
  ************************

  Customer Answer

  Date: 05/14/2024

   
  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,
  
  *************************