Complaints

This profile includes complaints for Cruise America Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cruise America Inc

  11 W Hampton Ave Mesa, AZ 85210-5258

  
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  Cruise America Inc

  824 W Route 66 Flagstaff, AZ 86001-6261

  
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  Cruise America Inc

  1601 E Busch Blvd Tampa, FL 33612-8659

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  Cruise America Inc

  2915 N Orange Blossom Trl Kissimmee, FL 34744-1133

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  Cruise America Inc

  1034 Parkridge Norco, CA 92860

  

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:07/02/2025

  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 rented an ** from Cruise America on June 11, 2025, at their ******** location. The total charge was $1,729.50. The ** was unsafe, unsanitary, and uninhabitable, constituting a breach of the rental agreement.Although we drove the vehicle a total of ***** miles, most of the serious issues only arose after we had traveled over halfway and began living in the ** as intended at our destination. These issues included:Carbon monoxide alarms repeatedly triggered while using the generator, creating a life-threatening hazard.Water leaked into the bed through a window, soaking our sleeping area.The ** was infested with ants, making it unsanitary.The water heater did not work, leaving us without hot water.The refrigerator and freezer failed to reach safe temperatures for three days, risking food spoilage.We were forced to cut our trip short due to these conditions.Cruise Americas no refund for early return clause does not apply in this case, as the vehicle was defective and unsafe, making early return necessary and justified. The company breached its obligation to provide a clean, safe, and functional **.We received an inadequate refund offer of $145 plus a $75 gift certificate, which we rejected. We seek a full refund of $1,729.50.We have documented evidence with video and pictures of these issues and respectfully request the BBBs assistance in resolving this matter fairly.

  

  Business Response

  Date: 07/02/2025

  Hello *******,

  Thank you for taking the time to share your experience with us. Were truly sorry to hear about the issues you encountered during your rental. We understand how disappointing and frustrating this must have been for you and your travel companions. As youve informed us that you are pursuing a chargeback through your payment provider as of July 1, 2025, and in light of our response dated July 2, 2025, please note that our communication regarding this matter is currently on hold until the chargeback process has been resolved. Once the chargeback has concluded, we welcome you to reach out to us directly should you wish to continue the conversation or need any further assistance. We appreciate your understanding and hope to have the opportunity to address your concerns more fully once the process is complete. Wishing you a great day ahead.

  Thanks, 

  ******* *.

• Initial Complaint

  Date:07/01/2025

  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.

  Rented RV had many maintenance issues. AC, water pump, water heater, electrical outlet not working. Rented from Cruise America. picked up RV on 18June2025. !st night 19June2025 no AC electrical outlets not working. 19June2025 refrigerator, water heater and water pump not working. Called Cruise America spoke with ******* Tried troubleshooting problems on phone no luck. Sent us to an RV repair shop in ****** an hours drive from our camp. See attached invoice. Cut tri[p short. Tried to return RV early. Told we had to turn it in on our specified date and time. After turning in Cruise America represintave informed me that I would have to file a complaint with Cruise America for refund. My emails to Cruise America unanswered. Two phone calls to corporate office manager **** ****** unanswered. Left voice mails both times. Have a letter explaining in more detail. too large to send.

  

  Business Response

  Date: 07/02/2025

  Hello *****,

  Thank you for taking the time to reach out and share your recent experience with us. We truly regret the inconvenience you encountered during your rental,and we sincerely apologize for the maintenance issues that affected your trip. We want to assure you that a claim was created on your behalf on June 25, 2025, regarding the concerns you raised. At this time, our claims team is currently addressing cases from June 23, 2025, and your submission is in the queue for review. We are working diligently to process each case as promptly as possible and appreciate your patience during this time. As soon as your claim reaches the review stage, one of our team members will contact you directly to provide an update or request any additional details that may assist in resolving your case. We understand the frustration youve expressed, particularly with the lack of communication, and we are committed to improving that moving forward. Thank you again for bringing this to our attention. If you have any further documentation, including the letter you mentioned or additional receipts, please feel free to send them to Customer Relations at ***************************************************************** a nice day.

  Thanks,

  ******* *.

• Initial Complaint

  Date:06/26/2025

  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.

  My wife and I are currently stranded in a non-operational Cruise America RV in rural *******, where we have been for the past 42 hours. While driving East on highway 2 just west of ******, through a single lane construction zone at roughly 15 miles per hour, our power steering and braking capabilities suddenly failed. Through considerable physical effort and liberal use of the emergency brake, we were able to clear the construction zone (there were no safe areas to stop within it) and safely pull into a gas station parking lot. We immediately called the Cruise America assistance line, where we explained our situation to a man in an off-shore call center (we were later told the Philippines), who didnt seem to actually understand what we were telling him. Regardless, a mechanic was eventually sent to our location. He determined that the power steering pressure line had become detached, leading to our loss of steering and braking. He also determined that the issue was not caused by anything we did as drivers of the vehicle. Cruise America, however, had unilaterally determined that we are at fault and are responsible for the repairs and/or towing up to the amount of $2,500. They claim that we should have avoided the construction zone, though at the time and location that wasnt possible. On top of that, every available off-shoot road in this region is un-paved and poorly maintained. We have since learned that there have been multiple manufacturer safety recalls on this exact make and model of vehicle (2021 **** E-350 with dual rear wheels, made in ****) for the EXACT issue we are currently dealing with (inadequate connection between the power steering pressure line and the brake Hydroboost unit may result in a sudden loss of power steering **************). Despite being presented with all of this information, Cruise America is still demanding that we pay out of pocket for repairs and/or find our own way somehow to ******** (3+ hours) for a full cost RV unit swap.

  

  Business Response

  Date: 06/26/2025

  Hello,
  Thank you for bringing Kevin Ryan’s complaint to our attention. We sincerely apologize for the difficulties Kevin and his family are currently experiencing. At Cruise America, we understand how frustrating it can be when unexpected issues arise during a trip. That said, we would like to clarify our role and the steps taken in this situation. The Customer Relations Department handles post-rental concerns, and since Mr. Ryan is currently on rent, real-time support falls under our Traveler’s Assistance team, which is available 24/7 to assist customers on the road. This team is fully equipped with the tools and resources to manage a wide range of situations to the best of our ability. Mr. Ryan contacted our Traveler’s Assistance team to report an issue, which was determined to be related to accidental damage. As outlined in our Terms and Conditions, renters who do not opt into the Zero Damage Plan (ZDP) are fully responsible for any damage to the RV. In such cases, there is a deductible of up to $2,500.00, which is applied upon return or closure of the rental contract. At this time, the required parts for the RV are on order, and we are currently awaiting their arrival. Unfortunately, we do not have a replacement unit available at any nearby location for a swap. We are making every effort to resolve this as quickly as possible. Regarding the mechanic who responded to the incident, please note that third-party service providers do not have access to our internal maintenance records or service history for any specific vehicle. All Cruise America vehicles are routinely maintained, and any manufacturer recalls are addressed immediately before a unit is made available for rent.
  We understand the customer’s concerns and regret the inconvenience this has caused during their trip. Should Mr. Ryan wish to discuss this further once the rental is complete, we welcome a follow-up with our Customer Relations department, where a formal post-rental review can be conducted.

  Customer Answer

  Date: 06/26/2025

  the determination by Cruise America that this was an accident or damage caused by the driver was made with no direct knowledge of the situation on-site, but rather a misinterpretation of the situation by an off-shore call center employee on our initial correspondence. Cruise America unilaterally decided, based on no knowledge of the situation, that we should have avoided an unavoidable stretch of highway construction in an area of Montana where there are absolutely no acceptable detours around such construction. We were traveling through a marked stretch of roadway at less than 20 miles per hour when the power steering pressure line came detached, an event that the mechanic sent by Cruise America said was “only a matter  of time”. This is the exact mechanical issue that has forced 2 separate factory safety recalls for this make/model/year of Ford E-350. Whether Cruise America knew about the possibility of this issue or not (which is incredibly unlikely  given the number of vehicles in their fleet that must have been a part of this recall), their determination that this is anything other than a mechanical issue is absolutely ridiculous. Their “Travelers Assistance” team is doing little to nothing to resolve this issue and expecting us to foot the bill in the process.

  

  Business Response

  Date: 06/27/2025

  Hello,
  Thank you for providing Mr. Ryan's rebuttal. We are truly sorry for the issues he is currently experiencing during his rental. Please be assured that our Traveler’s Assistance team is doing their best to assist him. All calls are recorded and have been reviewed by our Traveler’s Assistance Management team to assess the situation. Our Terms and Conditions serve as the guideline for determining responsibility in these cases. As Mr. Ryan is still on rent, the Traveler’s Assistance Department remains the appropriate point of contact for ongoing support and to address any questions or concerns he may have.

• 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.

  My recent ** rental from the *******, ********** location (June *****) was an absolute disaster, marked by significant safety issues and appalling customer service.From the moment we arrived at our destination, the ** was problematic: the generator only worked if the engine was on, the CO2 sensor alarm went off constantly whenever the water pump was used (forcing us to reset it every 15 minutes all night), and the fridge kept failing with a strong propane smell under the table. This was not just inconvenient; it was a safety concern.We spent our entire weekend repeatedly contacting "Travelers Assistance" and the ******* location. We were actually told by assistance to buy a new CO2 sensor while stranded at a festival. Shockingly, an employee named **** later admitted they were aware of these CO2 sensor issues in multiple **s. This means they knowingly rented out a potentially unsafe vehicle.The return process was equally infuriating. Despite being explicitly told by **** and the walk-through employee that we would not be charged for propane (due to the leak) or waste emptying (which we did ourselves), the manager, **** *******, handled our complaint terribly. After initially offering $200 off, he then told his employee to overcharge us for both items, refused the discount, and summarily dismissed us, telling us to "leave." His attitude was unprofessional and completely unacceptable.Our trip was ruined, our safety was compromised, and we were met with contempt when seeking resolution. I am seeking a refund for the disrepency in what we were told we would be charged and what was actually charged.

  

  Business Response

  Date: 06/27/2025

  Hello 

  Thank you for reaching out
  and for sharing the details of your experience with us through the Better
  Business Bureau. We regret to hear about the issues you encountered during your
  recent rental and understand how frustrating this must have
  been. We understand that you have initiated a dispute with your credit card
  company regarding the charges on your account. You are absolutely within your
  rights to pursue this option. At this
  time, however, we are unable to engage in further discussions regarding
  reimbursement or compensation until the chargeback process has been resolved. Once a final determination has been made and the dispute is closed,
  we can continue the conversation with you to address any outstanding concerns
  or further compensation related to your claim. Please let us know once your
  credit card company has reached a resolution.

  Thank you,

  Marco Arreola

• 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.

  I rented an ** from Cruise America on May 28th for a family trip and paid approximately $1000. The reservation was made through their official website, and the vehicle was picked up at Westside Rentals in ***********Cruise America committed to providing a clean, operational, and safe recreational vehicle, as advertised. However, the ** we received was in unacceptable condition from the start. It was filthythere was visible dirt, dust, grime, and even leftover trash. Several features were either broken or malfunctioning, including. This was not a minor inconvenienceit affected the safety and quality of our trip.Most concerningly, both the black and gray waste tanks were completely full upon pickup. When we attempted to empty them, they overflowed and exploded, causing a horrendous smell to fill the **. For the remainder of the trip, any time we drove, the ** was filled with the odor of raw sewage. It was nauseating and made the space feel unlivableespecially with children on board.We attempted to contact Cruise Americas support line and brought these issues to their attention. While the representative apologized, we were ultimately told there would be no refund or compensation. I have since reached out again, and received a response from a representative named *****, who expressed regret but only offered $70.I am filing this complaint because the product delivered was not as advertised, the company failed to uphold its stated cleanliness and functionality standards, and no resolution has been offered despite repeated outreach.I would like a full refund for this rental, and a formal acknowledgment that Cruise America will address these ongoing service issues. There are numerous similar complaints online and with the BBB, indicating this may be a broader issue.

  

  Business Response

  Date: 06/24/2025

  Hello,

  Thank you for giving us the
  opportunity to respond to the complaint, on May 28, 2025, from our Westside Rentals location in Durham, NC. Upon review of the account,
  at the time of return, Mrs. Lewis’ total rental charges amounted to $1,314.63.
  A $500.00 security deposit was applied toward this balance, and an additional
  $150.00 credit was issued by the dealer at the time of return due to the
  reported inconveniences. For a total credit of $650.00 being
  refunded to the customer’s card. The remaining balance due was $664.63.
  
  We would like to emphasize the importance of the pre-departure walkthrough
  conducted at the rental location. This step allows the customers to
  identify and report any concerns or defects prior to
  departure. Addressing issues upfront can help prevent complications later
  during the rental. The customer contacted our Traveler’s
  Assistance team multiple times shortly after pick-up to report issues with the
  vehicle’s cleanliness and functionality. Our agents provided
  troubleshooting, for cleaning and instructions
  for obtaining reimbursements for supplies. Despite these efforts, we
  recognize that the customer remained dissatisfied, and we regret the impact
  this had on their travel experience. Our expectation is that every vehicle is delivered in a clean and safe condition, and apologize that
  this standard may not have been met in this instance.
  
  Regarding Refund Requests: the RV was used from May 28, 2025, to June 3,
  2025, and driven a total of 1,397 miles. This reflects
  substantial utilization of the vehicle and its services. As such, a full refund
  is not warranted. That said, in an effort to reach a fair resolution, we have
  extended a credit of $70.00, in addition to the $150.00 already issued by the
  rental dealer. While we are unable to increase the total compensation beyond
  this amount, we want to make clear that this $70.00 credit will remain
  available indefinitely, should the customer choose to redeem it in the future.
  

• Initial Complaint

  Date:05/22/2025

  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.

  Cruise America failed on multiple frontsendangering us, breaching contract terms, and making false legal threats. We rented an ** and experienced serious safety issues when the ** detector malfunctioned. A Cruise America *** instructed us to disable it, violating safety protocols and creating hazardous conditions. The ** also leaked during rain, had no hot water, no heat, and an unusable fridge due to propane concerns, spoiling our food.After a tire blew out, Cruise America failed to arrange help. We paid $300 out-of-pocket for emergency roadside service. Their delay forced us into two costly extensions. When we tried to pay, Cruise America failed to charge the card, then accused us of vehicle theft and filed a false police ***ort, despite our recorded conversations showing we acted in good faith. They later threatened us with arrest and demanded we abandon the ** on private property rather than return it to one of their ************ small business owners, we lost a $4,500 project while stranded for two weeks in *******. We also incurred $4,422.84 in pet-friendly lodging, $1,200 for a rental car, and were never refunded our $500 deposit. Cruise Americas final bill included a contractual change to a one-way rental we never requested, plus triple taxation and improper reclassification of tax into their revenue line. They then charged $3,000 for abandonment, which we did not authorize nor pay.We demand a full refund of full bill, reimbursement for our out-of-pocket expenses directly caused by negligence and malicious practices for a total of $12974 and an immediate correction to any legal records related to the false theft ***ort. This total does not include lost business revenue {as of yet}. We have supporting documentation, receipts, and recorded calls. Cruise America's actions were not only negligentthey were deceptive, dangerous, and defamatory.

  

  Business Response

  Date: 05/23/2025

  Hello ******,

  We are writing to confirm that we received your complaint on May 22, 2025. We understand the gravity of the issues you described and want to assure you that your concerns have been noted with the utmost seriousness. Please know that our team is currently reviewing the details you provided for your rental from March 2025, including the safety issues, service failures, financial impact, and legal matters you've outlined. We recognize the distress and hardship you experienced, and we are committed to conducting a thorough evaluation. A representative from our Customer Relations team will be reaching out to you as soon as possible to discuss your case further and work toward a resolution. Thank you for bringing this to our attention. We appreciate your patience and the opportunity to address your concerns.

  Thanks,

  ******* *.

  Customer Answer

  Date: 05/27/2025

  Keeping this open until further communication, as of now, no resolution has been made. 

  

  Business Response

  Date: 05/28/2025

  Hello ******,

  I hope this message finds you well. We wanted to let you know that well be reaching out to you by the end of this week. Were currently catching up following the recent holiday and truly appreciate your understanding during this time.
  Thank you again for your patience, we look forward to connecting with you soon and providing the resolution you deserve.

  Thanks,

  ******* *.

• Initial Complaint

  Date:05/15/2025

  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 rented a motorhome from Cruise America on 04/11/2025, and the vehicle provided was in unacceptable conditionposing both *************** hazards. Throughout the trip, we discovered the motorhome was poorly maintained, unsanitary, & had mechanical issues that made it unfit for travel. There was hair in the bathroom drain, clogged with hair in the ************ concerns: the ** kept shaking while we drove 55 miles per hour. Bald Tires. The motorhome was unacceptable & posed both ****************** concerns. Driving a vehicle with unstable handling & faulty tires (which required replacement by Big-O Tires) was not only stressful but also dangerous. Additionally, the leaky and clogged sink with someone's hair (not mine), broken door hinge that had to be taped shut, and other deficiencies made the trip far from the comfortable, worry-free experience I paid for. The fact that no technician was available to address these issuesdespite your teams effortsdoes not absolve Cruise America of its responsibility to provide a fully operational vehicle.We immediately reported these issues to the company but were given no reasonable alternative or timely solution. Due to our travel schedule and lack of available options, we had no choice but to proceed with the trip using the defective vehicleat great personal stress and **************** response to our formal complaint, the company offered a $200 credit, which we find completely insufficient given the extent of the problems and the disruption caused. Their justification was based solely on mileage driven, which entirely ignores the quality, safety, and condition of the service provided. The customer service representative repeatedly stated that we drove 1396 miles, that was the plan we rented the ** to go to the *** from ***, the mileage was included in the price & does not have any bearing on the awful condition of the **.I was given the wrong customer service email address when asked where I can file a claim.

  

  Business Response

  Date: 05/19/2025

  Hello,

   Thank you for the opportunity
  to respond to the complaint regarding a recent motorhome rental from Cruise
  America. We regret that Ms. Bates’ experience fell short of expectations and
  that the motorhome did not meet the high standards of cleanliness, safety, and
  functionality that we strive to provide. We understand that discovering hair in
  the sink drain, dealing with a clogged and leaking bathroom fixture, a loose
  cabinet door, and vehicle handling concerns were not acceptable aspects of the
  rental experience. We also acknowledge her frustration over being given an
  incorrect email address for customer support at the rental return location an
  error we sincerely regret.
  
  Upon review of our records
  and Travelers Assistance logs, the customer reported several issues during the
  rental period, including bathroom plumbing concerns and handling instability.
  Our team made an effort to locate weekend service support, but unfortunately,
  due to limited technician availability in the Bakersfield area at that time,
  immediate repairs were not available. However, we do recognize the severity of
  the tire condition, and we are pleased Ms. Bates was able to secure tire
  replacement through Big-O Tires, ensuring safe travel. The concerns raised
  regarding unit cleanliness and component condition are being reviewed
  internally with the originating rental location (Oceanside, CA) to reinforce
  pre-departure inspection and sanitation protocols. While the vehicle was used
  for its full scheduled duration and driven 1,396 miles representing substantial
  utilization, we understand that mileage alone does not reflect overall customer
  satisfaction or the quality of the experience. However, we would remain firm on
  the credit of $200.00 & $100.00 transferrable gift certificate as being
  full and final. This offer will remain open indefinitely, so that in the event
  you choose to redeem it in the future it will still be available.
  

  Customer Answer

  Date: 05/24/2025

  Dear Better Business Bureau,
  I appreciate your assistance in facilitating communication regarding my complaint against Cruise America Inc., referenced by Complaint ID#: 23335900.
  After careful consideration, I must formally reject the offer extended by Cruise America Inc. The proposed resolution fails to address the core issues of negligence and the substantial inconvenience I experienced. The company's response lacks acknowledgment of their responsibility and does not provide adequate compensation for the distress and disruption caused.
  I request that this rejection be documented in the complaint record. I remain open to a resolution that fully acknowledges the company's shortcomings and offers appropriate restitution for the inconvenience and potential safety risks I endured.
  Thank you for your continued support in this matter.

  

  Business Response

  Date: 05/27/2025

  Hello,

  We
  sincerely regret the inconvenience and distress Ms. Kathleen experienced during
  her rental. At Cruise America, we take all customer feedback seriously and
  reviewed the service history, interactions, and support provided throughout her
  trip. Ms. Kathleen reported multiple concerns, including unsanitary RV
  conditions specifically a hair clogged sink and unclean bathroom along with
  mechanical issues such as a leaking bathroom sink, a broken door hinge, and
  difficulty closing the bathroom door. She also raised safety concerns due to
  the vehicle shaking at 55–60 mph and a potentially bald or damaged tire.
  Additionally, she was frustrated by delays and limited technician availability
  over the weekend.
  
  On
  April 12, 2025, Ms. Kathleen contacted us from Buttonwillow, CA, about the sink
  leak and broken hinge. Our team referred her to the nearest vendor, Bakersfield
  RV Center, but they had no technician availability that weekend. Between April
  13–14, she reported the vehicle shaking at highway speeds. We directed her to
  Big O Tires in Paradise, CA, where a split front tire was identified and
  replaced the same day at our expense. Ms. Kathleen later confirmed the RV drove
  “100% better.” Our team also reached out to vendors in Chico and Paradise, CA,
  for mechanical support and to assist with her request for an additional driver.
  Multiple follow-ups were made and documented. As a gesture of goodwill, Cruise
  America issued a $200 credit approximately 27% of the total rental cost reflecting
  the inconvenience and mileage driven (1,396 miles). While we acknowledge this
  experience did not meet our usual standards, the RV remained operable, and our
  team consistently supported Ms. Kathleen throughout her journey. We are also
  conducting an internal review to help prevent similar issues in the future.

  Customer Answer

  Date: 05/29/2025

  I am very confused by the statement that Cruise America has made in their last statement and again they are focused on the amount of mileage that was driven. My intentions was very clear when I rented the RV, It was not rented to go 100 miles. 

  Their statement reads as follows "As a gesture of goodwill, Cruise America issued a $200 credit approximately 27% of the total rental cost reflecting the inconvenience and mileage driven (1,396 miles)." That is not a correct statement, I have not received a credit from Cruise America, they have offered a $200 credit with an additional $100 gift certificate to Cruise America. It was an offer, not an actual credit to my credit card.

  I will be willing to accept a credit of $350.00 and be done with this.

   

  Thank you in advance.

   

  Kathleen Bates

• Initial Complaint

  Date:05/14/2025

  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.

  We rented an rv on 5-9-25 and when picking up the unit were told that the warning lights for ABS and traction control were on but not to worry about it. The gentleman commented that "corporate takes forever to approve repairs ". The same comment was made about body damage down the entire passenger side. The ** we received was at nearly 100k miles which for a rental is time to be retired. It was not well maintained inside and out. Cruise control, abs and stability control did not work. In the **, the guages for fresh, black and gray did not work. And once we parked we discovered that the water heater also did no work so no showers or washing dishes. We were in s remote location so having someone come for service was not an option. We shortened our 4 day trip to 2 days and returned the unit. We contacted customer relations about the inoperable water heater as well as the known safety issues and they offered a $99 credit which was unacceptable and was declined. This type of failure in providing a usable vehicle is taken way too lightly by Cruise America.

  

  Business Response

  Date: 05/15/2025

  Hello,

  Thank you for reaching out
  and allowing us the opportunity to review your concerns. I'm truly sorry to
  hear about the difficulties you encountered during your recent rental
  experience, particularly the issues involving the ABS and traction control
  warning lights, exterior body damage on the passenger side, high mileage,
  non-functional black and gray water tank gauges, and the water heater not
  working. We understand that you were in a remote location where obtaining
  service was not an option, and that you returned the RV two days early. As the
  rental location is closed on Sundays, the vehicle was recorded as returned on
  Monday, May 12th, which is standard practice for early drop-offs.
  
  While we appreciate the
  feedback, we do want to note that if the warning lights, visible exterior
  damage, and system malfunctions were present at the time of pickup, these
  concerns could have been addressed during the initial walk-through. In such
  cases, customers may request a different unit if available or discuss
  alternative options with the rental location. It’s our expectation that dealers
  promptly address and approve necessary repairs during their pre-rental
  inspections. We take your experience seriously and will be reviewing the
  incident with the manager responsible for this dealer location. Additional
  training and any necessary corrective actions will be implemented to ensure
  that service meets both customer and company expectations. It is also important
  to note that no calls were made to our Travelers Assistance Team during your
  rental. Had we been contacted, we would have had the opportunity to provide
  troubleshooting support, locate a nearby service provider, or, if necessary,
  arrange for a replacement unit. Given the circumstances and our policy
  guidelines, we must respectfully stand by our offered compensation of $99.00.
  In addition, we are providing a $75.00 gift certificate, valid for two years

  Customer Answer

  Date: 05/15/2025

  I do not accept the assertion by CA that it was my fault for not mentioning the brake issues when picking up the unit. The delivery manager was fully aware of the issues with the unit, even saying that "corporate takes forever to approve repairs" indicating that this is business as usual for CA. My only option at that point was to cancel and lose my $300 deposit which at that point was non refundable. (Although had I known that the water heater was also non-operational making the unit unusable for camping i would have opted to lose only the deposit and not the entire rental fee) It is very troubling that CA does not take these safety issues seriously, opting to to blame the customer instead of taking responsibility for breach of contract by providing an unusable product.

  

  Business Response

  Date: 05/16/2025

   We’re truly sorry to hear
  that our offer did not meet your expectations that was never our intention. We
  genuinely regret any issues you experienced during your rental and are
  committed to resolving the matter to your satisfaction. Please rest assured that
  Corporate does not delay the processing of purchase orders for repairs or RV
  parts. Typically, the turnaround time is two to three weeks. In urgent cases,
  dealers also have the option to cover repair or part costs upfront and submit
  an expense report for reimbursement. This process aligns with the standard
  procedures of most rental vehicle companies. Our offer will remain open
  indefinitely, so if you choose to redeem it in the future, it will still be
  available to you.

  Customer Answer

  Date: 05/20/2025

  Thank you for confirming that your agent chose to rent out a unit with known safety issues (although he had avenues to complete the repairs)and that you consider it the customer's responsibility to determine whether to accept the faulty product or lose their deposit. Clearly CA is fine renting unsafe equipment and your agent chose to save money by not completing needed repairs and blamed the issue on not receiving corporate approval.

  As I previously requested, please provide CA's DOT number. 

• Initial Complaint

  Date:04/30/2025

  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.

  I recently rented an ** from Cruise America for the Stagecoach Festival in *****, **, from April *****, 2025, and my experience was deeply disappointing and unacceptable. I rented an ** primarily for the comfort and air conditioning, which was non-functional. In addition, the ** was dirty, damaged, and poorly maintained. Issues included:Severe odor inside and outside the **, likely due to a cracked black tank vent.Non-functioning air conditioning, leaving the ** unbearably hot in desert conditions.Broken and unsafe features, including a falling kitchen outlet, missing window hardware, and broken molding that caused a tripping hazard.Dirty conditions, including candy wrappers found in the bedding.Incomplete provisions kit (less than half of what was promised) and $125 was charged for it.Despite spending hours trying to get support from Cruise America, the customer service was unhelpful and failed to provide a resolution. The ** was not only below standard but unsafe and unpleasant to use. This significantly impacted my trip, and I am requesting a full refund of the final balance due of $860.87.I would like to resolve this matter amicably, but if this is not addressed promptly, I will pursue further legal action and continue sharing my experience publicly.

  

  Business Response

  Date: 04/30/2025

  Dear ****,
  Thank you for bringing this matter to our attention, and Im truly sorry to hear about your experience during your recent rental for the Stagecoach Festival. Please know that we take your concerns seriously, and we completely understand how frustrating and disappointing it must have been to encounter these issues especially during an event where comfort and reliability are so important. This is not the standard of service we aim to provide at Cruise America. We want to assure you that a claim has been created on your behalf as of April 29, 2025. Our Customer Relations team is currently reviewing the details and will be reaching out to you shortly to discuss the situation and next steps toward a resolution. Your patience is greatly appreciated, and again, we sincerely apologize for the inconvenience this experience has caused. 

  Thank you, 

  Customer Relations team

• Initial Complaint

  Date:04/21/2025

  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.

  Rented Rv, AC went out half way through trip, customer service says they would send out a technician, technician never came days later after many promises and phone calls, was told I could be refunded for half my trip but refund has not happened and now the company is denying what I was told. Horrible customer service, nothing but lies and runaround. Also local office manager ******* **** was very rude and unprofessional. Continuing to talk over me, interrupt and dismiss my concerns while explaining issues, offered no help after being told from cruise america customer service that she could provide a refund, that she just chose not too. Very disappointed

  

  Business Response

  Date: 04/22/2025

  Hello ****,

  Thank you for reaching out and giving us the opportunity to review your concerns. Im very sorry to hear about the challenges you experienced during your rental, particularly with one of the air conditioners and the delays in receiving support while on the road. After a thorough review of our records, we did not find any documented confirmation that you were offered a 50% refund on your rental. I understand how frustrating it must be to hear that, especially in light of the expectations that were set during your trip. Please know that we are not questioning the discomfort you endured, and we regret the inconvenience this caused. We also regret to hear about your interaction with the local office and how it made you feel. Thats not the experience we want any of our customers to have, and your feedback has been noted for further internal review. I want to assure you that we are taking your concerns seriously. I will personally follow up with a compensation offer that reflects the challenges you encountered. We value your business and want to make every effort to restore your confidence in Cruise America. Thank you again for your patience and for giving us the opportunity to make this right.

  Thanks,

  ******* *.