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:07/13/2025

  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.

  A representative from Good *** *********** came to my home 3 July to work on the A/C on my rv. He said the A/C needed to be replaced and that I would receive an estimate in 4 days. He did not repair anything just diagnosed issue. I was then charged $293.00. Its now 13 July I have not received any paperwork/ Estimate for repairs required. I need the paperwork documenting what needs repaired and the estimate to repair rv A/C to submit under a warranty claim. I have contacted the company was treated very unprofessionally by their staff and given no timeframe on when or if I would receive the paperwork, Business can be reached at ************ email *************************

  Business Response

  Date: 07/15/2025

  e are writing to formally address your concerns regarding the service visit to your RV on July 3, 2025, and the associated $293.00 charge, as well as the delay in receiving your estimate. We sincerely apologize for any frustration this has caused and are committed to resolving this matter to your satisfaction. 
  Service Agreement and Fees 
  On July 3, 2025, you agreed to our mobile service fees, which were clearly communicated as follows: 
  On-Site Fee: $99.00 
  Diagnostic Fee (1 Hour): $175.00 
  Taxes:$19.18 
  Total: $293.00 
  These fees covered the travel to your location and a one-hour diagnostic assessment of your RVs air conditioner, which determined that replacement is required. You confirmed your understanding and agreement to these charges on a recorded call and provided a signed work order before payment. 
  Service Execution 
  On July 3, 2025, our technician completed a thorough diagnostic assessment of your RVs A/C unit at your location. The service included travel time and one hour of on-site diagnostic work, as documented in Work Order #**********. At the conclusion, you signed the work order, and the agreed-upon balance of $293.00 was collected. Due to the July 4th holiday, our team faced short staffing, and our suppliers were closed, which delayed the preparation of your estimate beyond our standard four-day turnaround. On July 11, 2025, you contacted our care team, who informed you of these delays. While our representative aimed to assist professionally, they noted that the call ended abruptly after they were subjected to vulgar language. We regret any miscommunication that may have occurred during this interaction. 
  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 
  Confirm the professional execution of the services and the legitimacy of the charge. 
  These documents substantiate and confirm the professional execution of the services, that the diagnostic service was completed as agreed, and the legitimacy of the $293.00 charge. 
  Request for Resolution 
  Given that the diagnostic service was completed in accordance with your signed agreement and the work order, we respectfully assert that the $293.00 charge is valid. However, in the interest of goodwill and to ensure your satisfaction, we will waive the $99.00 on-site fee for our return visit to install your new air conditioner. We are committed to delivering the requested paperwork and estimate promptly to support your warranty claim within ************************************************* discuss further details. Due to ongoing phone system challenges, we recommend texting ************ or emailing *********************************************. You may also reach us at ************, though high call volume may direct you to voicemail. 
  Contact Us 
  Thank you for your understanding and patience as we address this matter. We value your trust in Good *** RV ProCare and are dedicated to keeping your RV ready for your next adventure. 
  Sincerely, 
  The Good *** RV ProCare Team 
  
  
  

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23593285
  
  I am rejecting this response because:  I still have not received the required paperwork, 12 days after the techs visit .  There is no excuse for it taking your company 12 days to provide an estimate for the repairs .  
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 07/16/2025

  We acknowledge the customer's frustration and are sorry things are not moving at his desired pace. While many factors affect claim processing time, we always aim to provide efficient service and exceed customer expectations. We were in direct contact with ***** ******* yesterday, 7/15/2025 at 9:01am to discuss next steps in the process, and sent the complete estimate to him today 7/16/2025 at 4:29pm. Customer can expect the next follow up by tomorrow 7/17/2025 close of business.

• Initial Complaint

  Date:05/03/2025

  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.

  Hello IDOI:I have roadside with Good ***. I calked for a tow Dec 30. The tow damaged my vehicle and left me on the street. I called numerous times. No tow was provided. My RV was heavily damaged. I sent in photos and repair quotes. I have not had any contact from Good *** in nearly 5 months. 

  Business Response

  Date: 05/19/2025

  Thank you for the opportunity to re-address Ms ******** concerns. We have been in contact with her multiple times and this response was sent via certified mail to her directly following previous ************ that end, 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 *** 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 *** 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: 05/20/2025

   
  Complaint: 23283055
  
  I am rejecting this response because:

  1. good *** ****************** Better have a copy of the recording that if I had any other cost from roadside, I could send it to the online portal which I did

  2. The roadside took nine hours to find a tow. This was an unacceptable amount of time I meant that I could not get towed to a mechanic as it was a Saturday and they were all closed after I had waited the nine hours. 
  

  3. By LA cars was to get a tow home and its a higher a mobile mechanic to get my car working enough to get to the mechanic. 

  4. That is what I did I booked the Mobile Mechanic who got my car working well enough to drive it into the city to get a mechanic. 
  

  5. In December, I had a roadside call with good *** and this is what they told me to do and I called the exact same Mobile Mechanic. I need my receipt at that time and they paid it no problem. Why is it a problem now? The precedent has already been set. 
  

  6. Since good, *** refused to tell me anywhere where I could get it repaired and refused to get me a hotel room or a Rent-A-Car and my only car to tow the car home and get a Mobile Mechanic. These are very reasonable steps which I did.

  Cell needs to pay them Mobile Mechanic bill. I was informed to put the receipt in through the online part of which I did four times.

   

   

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

  Business Response

  Date: 05/22/2025

  Thank you for the opportunity to respond further to Ms. ******** concerns.
  
  We can confirm that all agents - both intake and supervisor level - accurately informed Ms. ****** of the option to submit out-of-pocket expenses for reimbursement consideration. However, these agents do not review or guarantee approval of any claim.
  
  During the initial intake call, Ms. ****** specifically requested a tow to her home so that a mobile mechanic she was familiar with could inspect the vehicle. The tow was successfully completed. A receipt was later submitted for the mobile mechanic service; however, it did not appear to be a paid invoice - making it ineligible. Good *** had no contact with the provider and did not dispatch or authorize the service.
  
  As outlined in the Member Benefit Brochure:
  All claims must be submitted with an itemized, paid receipt for consideration of reimbursement.
  Fees for services hired on your own are not reimbursable.
  
  Regarding the December 2024 event, the mobile mechanic charge was reimbursed only because the tow service was unsuccessful - a different situation from the current claim entirely.
  
  We have explained this outcome clearly (multiple times). As such, no reimbursement is due for the recent claim and our stance on this matter remains the same.

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23283055
  
  I am rejecting this response because:

  1. I have nine hours of recorded calls the good ***, where the agents continually mocked my hearing disability and hung up on me. 

  2. I was denied roadside assistance for nine hours because I am hearing impaired

  3. Because it took so long to get a Tow all good *** did was tell me home so I had to hire a Mobile Mechanic. 
  

  4. I was advised by *** in a recorded call that I could upload this receipt onto the portal and get reimbursed. 

  5. I had actually completed these steps at a 2024 roadside assistance where I did exactly that I uploaded the additional cost and I was reimbursed
  

  6. However, this time when I uploaded my receipts, I was not reimbursed. Furthermore, good *** retaliated and cut off my insurance. 

  7. So now I have no insurance I am traumatized by listening to good some agents but berate my disability for nine hours. I have the trauma of being abandoned in a car for nine hours. And I am out the money from the Mobile Mechanic that should have been reimbursed under the guidelines of my insurance. 
  

  8. Get *** is using my hearing impairment as a reason not to give me this reimbursement, which is the definition of Discrimination. 

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

• Initial Complaint

  Date:04/23/2025

  Type:Product 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.

  We required a mobile mechanic when our 5th wheel broke down. We contacted Good *** first, but they had no one available. After several hours we used OnStar, which promptly found us a roadside mechanic. I submitted a claim to Good ***, but never heard back. When I called them today they said they had requested an itemized invoice. I had sent them the only invoice I had. Also, I never received the second email. Now they say it is too late for them to reimburse.

  Business Response

  Date: 05/12/2025

  Thank you for the opportunity to respond to Ms. ********* complaint regarding her recent reimbursement claim experience with Good *** Roadside Assistance. We understand the frustration that can arise from a service interruption, and we appreciate the chance to clarify the claim history and status.
  
  The original claim was submitted on January 17, 2025, for a disablement that occurred on October 3, 2024. As outlined in the Member Benefit Brochure:
  All claims must be submitted with an itemized, paid receipt within 30 days of the incident for consideration of reimbursement.
  
  Because the claim was received outside the 30-day window and did not include a valid invoice - only a notepad document - it could not be approved for reimbursement at that time. On January 20, 2025, we sent an email to ******************************************** (the address listed both on file and on the claim form) explaining the reason for the denial. We requested the claim be resubmitted with an itemized, paid invoice as soon as possible for further review.
  
  We did not receive a response until April 23, 2025, at which point we revisited the matter, explained the decision by phone, and re-sent the original denial email as a courtesy.
  
  Although the claim falls outside the standard timeframe, we're more than willing to review it again. To do so, we kindly ask that an itemized, paid receipt from the service provider be submitted. Once received, we'll promptly re-evaluate the claim.
  
  We hope this helps clarify the situation and encourage Ms. ******* to submit the required documentation for a fair resolution.
  

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23243002
  
  I am rejecting this response because:

  I have provided new information as requested. Please let me know if I need to do anything else.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 05/15/2025

  Thank you for the opportunity to respond to the follow-up regarding ******* ********* reimbursement claim.
  
  We appreciate the cooperation in providing the itemized receipt as previously requested. Upon review, we have processed and approved reimbursement in the amount of $375.00 as shown on the receipt. We ask that 2-3 weeks be allotted for the check to arrive at the address on file.
  
  We're glad we could move forward with this resolution and appreciate ******* ********* patience throughout.

  Customer Answer

  Date: 05/16/2025

   
  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:04/03/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bought rv insurance. Never received a card. Called today to find all numbers disconnected. Cant access website