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

  
• 

  Cruise America Inc

  2915 N Orange Blossom Trl Kissimmee, FL 34744-1133

• 

  Cruise America

  8000 Wellingford Drive Manassas, VA 20109

• 

  Cruise America Inc

  1543 Downtown West Boulevard Knoxville, TN 37919

• 

  Ruff's RV Center

  140 Blackbrook Rd Painesville, OH 44077

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:04/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rented a motor home on 3/25/2025 and returned it 3/29/2025. We got to our destination late on 3/25 and started the generator and went to bed. By the time we got up it was warm in the motor home. Come to find out the generator had shut off. Left it off for a couple of hours on 3/26 and while we were eating lunch started it back up and it ran for a hour and shut off again. After that it would never start back up again. Called the service number and they told me to go to a repair shop on 3/28. Went to the shop at 8 in the morning when they opened and left after 12 so spent half a day there and they could not figure out the problem. So we had no air for most of the duration of our rental and the company only refunded 200 dollars and wants to offer a 175 gift certificate. I want a full refund for the other 900 since I could not really enjoy anything because it was so hot and could not open the windows because it was also raining for two of the days we were in it. I will never rent from cruise America again and I will also not recommend them to anyone else. They have horrible reviews and complaints because they do not solve the issues. They said the person I rented from should have checked everything but when I called him the first time about the generator he said he did not know anything about generators and to call the ***** number.

  

  Business Response

  Date: 04/04/2025

  Hello Ranessa,

  Were truly sorry to hear about the frustrating experience you had with your rental. We completely understand your frustration, especially being without one of the air conditioners in those conditions. We also regret that the generator wasnt able to be repaired during your rental period. Generators are designed to be used as a backup system and are not intended to run continuously. According to the manual, they require servicing every 6 hours of use. Our records show that the generator was used for 22 hours during your 6-day rental, and the vehicle was driven 356 miles. This reflects significant use, which is why we typically charge for services rendered. Our dealer has already applied a $200 adjustment to your invoice, which is nearly equivalent to two days' rental as per your contract and we understand you agreed to this adjustment over the phone. Despite this, we are still working to make another offer to address your concerns and hopefully improve your experience with us. Our goal is to restore your faith in Cruise America/Canada, and you will be hearing from us soon with an update. Thank you for your patience, and we hope you have a nice day.

  Thanks,

  ******* *.

  Customer Answer

  Date: 04/04/2025

  we did not run the generator continuously except while sleeping and that was less then 6 hours at a time. Some of them hours came from them trying to repair it. We kept an eye on the oil and it was fine and even the shop said that. I do not want a gift certificate and if I can not get a refund for more then 200 then its not worth ever renting from cruise America again. I should have read all the complaints and reviews before I rented from yall. The guy that rented the motor home does not know anything about generators so how do you know he was not at fault for it messing up and how long has it been since serviced but Im getting the blunt end 

  

  Business Response

  Date: 04/04/2025

  Hello Ranessa,

  We will be sure to add your additional comments to your claim. We will be reaching out to as soon as we possibly can. Thank you for your patience. 

  Thanks, 

  ******* *.

  Customer Answer

  Date: 04/07/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ****
  
   
  

• Initial Complaint

  Date:03/09/2025

  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 family and I rented an ** from Cruise America on 12/26/2024. We were taking a trip to ******* to visit family. We had left to begin our journey to Az on 12/27/2024. We left at approximately 4:15AM. We had rented the ** for a total of 10 days (from 12/26-01/05). We had also paid for a total of 1800 miles. This totaled to a little over $2500. This amount was paid to cruise America on 12/26 via debit card. It was taken out of my fathers bank account his name is ****** ********. On 12/27 at about 10:00PM the ** stalled on the side of the highway in *******************. Upon purchasing the ** we were told that if we had any problems with the ** we were to contact the cruise America 24 hour service line. I (Trinity ********* sat on hold waiting for a representative for a hour and half (90 minutes) and to no avail as I was unable to speak to anyone. In that time other members of our travel group were contacting other road side assistant enterprises which said they could not help due to it being a rented vehicle. At about 11:30 our ** was struck by a truck while sitting in the side of the interstate. At this point we called the police. We were forced to find accommodations for several nights as well as airfare due to the ** that no longer worked. We attempted to get in contact with cruise America for the last 3 months and they are impossible to contact. So much so that Cruise America Dundee blocked our calls. We received partial refunds for the initial ** purchase however we have yet to receive a full refund or any compensation for the extra expenses. I am getting the better business bureau involved for the second time now in order to avoid taking cruise America to court.

  

  Business Response

  Date: 03/10/2025

  Hello Trinity,
  Thank you for sharing the details of your experience. Im truly sorry to hear about the challenges and inconvenience you and your family faced during your RV trip. I can imagine how frustrating it must have been, especially with the breakdown, the communication delays, and the added stress of being struck by another vehicle. Were relieved to hear that no one was seriously injured.
  I reviewed the efforts of our 24-hour assistance, better known as Traveler Assistance, and it seems there was difficulty finding service at that late hour. I know that in a situation like that, every minute feels like an eternity, and its understandably frustrating when help seems to take too long to arrive.
  After reviewing your claim, I see that we refunded a total of $2,182.00 and adjusted $774.00 from your final invoice. I also responded to your message on 1/27/25 offering additional compensation, and the response I received from ****** ******** on 1/29/25 was Thank you for your kind reply.  It is the first correspondence we have had with your company that showed even a little concern for what happened to us in ********. I am satisfied with your offer,but would like to kindly decline the gift certificate.  I responded that if you wanted to accept my offer at a later date to reach out to me but hadnt received any other communication from you until now. I was under the assumption that the matter was closed. I will review your claim with my team, and I will make another proposal to you. Have a nice day.
  Thanks,
  ******* *.

  Customer Answer

  Date: 03/13/2025

  I appreciate your response. But this has been an ongoing issue for months. I feel that we are receiving mixed signals from all of you. Each department that we have spoken with has given us different information. We have been in consistent communication for months. The issue with the 24/7 service line had nothing to do with the time of night it was considering that I couldnt get in touch with anyone. It wasnt until several hours later that someone finally got through to them. We were then told to go out into the middle of the express lane to take pictures of the ** as proof of the collision. Luckily we had the brains not to do that. You guys are lucky no one was injured or I would have gotten on the phone with my lawyer faster then anyone could have done anything (I am still debating whether or not to take you all to court). Needless to say we had to find several nights of accommodations (which was not planned) as well as a flight home considering that the ** no longer worked. We were in constant commutation with the Dundee location and ***** (manager) was absolutely atrocious. He in fact had the audacity to call us unreasonable. Your entire company has been beating around the **** and no one is in communication with us or with each other. I am appalled by the offer that you gave us, dare I say offended. You need to speak with your company and get all of the information because this is ridiculous. I have the receipts of every extra expense that we were required to front due to you companies faulty vehicle. I expect full compensation for all of it. I am done playing these games with you people. 

  

  Business Response

  Date: 03/14/2025

  Hello,

  I truly apologize for the frustration and confusion you've experienced. I can absolutely understand how exhausting this situation has been, especially when you feel as if you were receiving mixed messages from different departments. I sincerely regret that you were given such poor guidance and were put in such a dangerous position. I am relieved to hear that no one was hurt. I want to assure you that Im taking your concerns seriously. I understand how important it is to get clear, consistent information, and its clear that you feel that weve fallen short in this case. I will review your claim again and hopefully I can come to a fair resolution that will help put the less desirable parts of your rental behind you. I will have a new proposal drafted as soon as possible.Thank you for your patience.

  ******* *.

  Customer Answer

  Date: 03/14/2025

  Hello. I have reviewed what you have said and look forward to seeing the proposal. I want to make it abundantly clear that this is not an acceptance of the proposal. I also expect compensation for the further accommodations we required due to the broken RV. I will not be renting from your company again so any proposal that involves a discount on Cruise America vehicles/ mechanize will not be accepted. 

• Initial Complaint

  Date:01/02/2025

  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 family rented an ** through the *********** location in ********. The ** broke down after 900 miles in ***** Oklahoma around 6:30 and called their 24/7 roadside assistance as instructed to do if anything goes wrong. We were on hold with them for 45 minutes at first. Then we called back 2 more times being on hold for 30 minutes and 15 minutes. While we tried to get a hold of this place, the ** was struck by a passing truck. We clearly cant return this ** as it has broken and the company threatens to charge us a $3000 late fee for not returning the ** to ***********. The customer service has been awful. *****, the owner has called us unreasonable for expecting roadside assistance. And the company has been sending us in circles between corporate and *********** location not knowing whose problem it is. They have not mentioned any sort of compensation for everything this incident has caused for my family.

  

  Business Response

  Date: 01/02/2025

  Hello,

  Thank you for bringing this matter to our attention. We sincerely apologize for the challenges the customer encountered during their ********************** experience and are relieved to hear that everyone is safe.
  To address this matter promptly, we kindly request that the customer contact our ***************************** via email at ****************************** As of now, we have not received any correspondence from ******. Please note that our department specializes in handling post-rental claims. Once we receive the necessary details, we will be able to follow up with the appropriate department and location managing this matter.
  Thank you again for bringing this to our attention, and we look forward to hearing from ****** soon.

  ******

  Customer Answer

  Date: 01/02/2025

  Hello, 
  We have consistently called with both corporate and the private location in ******. Both have claimed that it is the other departments problem. Other than that, both are nearly impossible to get in contact with. We had left several voicemails to the ****** location to no avail. On the rare occasion that we did get in contact with someone we were told we were unreasonable by ***** (the owner) and still never once given an adequate or even helpful response as to what to do. Filing a formal complaint to the BBB was our last ditch effort to get someone to help us. This is the first we are made aware of this email address that may be helpful. This would also be the first we are hearing of the customer relations department. We were never once told to put anything in writing. On Tuesday 12/31 we were told by an employee named ******* (corporate) that the issue had been resolved and that paper work would be sent to the ****** location. Needless to say, the ************* has never heard of this system and has not received anything. Today (01/02) we spoke to ******* again and we were told that upper management said that we had to wait for an email from corporate. He was unable to tell us when we might receive that email or what that email would entail because he is not upper management. I am sick and tired of the round about methods of this company and refuse to believe that no one knows whats going on and if they dont then thats an even larger issue. I will not be charged $3000 on Monday due to an unreturned vehicle. This is due to their incompetence, and lack of interoffice communication, none of which has anything to do with us. 
  

  

  Business Response

  Date: 01/03/2025

  Hello,

  Thank you for reaching out, and please accept our sincere apologies for the difficulties you have encountered and any confusion caused. To clarify, our department specializes in handling post-rental claims. Typically, the return location will direct customers to us if any issues remain unresolved after the rental has been closed. Unfortunately, because your rental is still listed as "on rent/open," we are unable to provide a resolution at this time. That said, I have forwarded your email to our Travelers Assistance team and will escalate your case to their management for review today. I have also requested that they provide an update and work toward a resolution as soon as possible.

  We appreciate your patience and understanding as we address this matter. Please dont hesitate to reach out with any further questions or concerns.

  ******

  Customer Answer

  Date: 01/16/2025

  We have yet to receive any communication from the company since the time of their response to the last rejection of the companies response. We would like to hear from the company in order to work things out.

   

• Initial Complaint

  Date:11/21/2024

  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 rented a Cruise America on 1/13/2024 and after 15 miles the unit stopped running (I called their help desk multiple times and received no help). After 2 days of being stuck (partly due to a snowstorm that no one could come and help) I managed to get the unit back to them. I put a total of 36 miles on the unit.10+ months later (November 2nd) they charge my credit card for $3,691.) stating that there was water in the fuel and that I was responsible. I told them that I never put gas in the unit and have documented calls to their help desk the day I rented the unit that the engine light was on. I put 15 miles on the unit and was stranded. They waited 10 months and are using terms and conditions telling me there is no expiration for charging me. I told them I didnt put gas in the unit and never went anywhere because I was stuck from the start. I've asked to escalate this to upper management within CrusieAmerica however their customer service *** will not give me anyones name to help. I am being charged almost $3,700 for something I didnt do and nobody will help me.Please see attached correspondences and please note I have calls logged to their help desk from the start of the rental.Thank you for your help,***** ********

  

  Business Response

  Date: 11/25/2024

  Hi,

  Thank you for bringing this matter to our attention. We sincerely apologize for the challenges ***** experienced regarding the charge for damage to the **. As we have communicated with ***** via email, we have explained the reasons behind the charge for damage caused by water in the fuel tank. After his rental, the ** required servicing by one of our vendors, a process over which we have no control in terms of timeframe. According to the rental contract that ***** acknowledged at the time of rental, Cruise America reserves the right to collect damages to the ** or its full value. During his three-night rental, ***** drove a total of 27 miles and did not contact our Traveler's Assistance team on the final night of his trip. Additionally, during this time in January, ***** attended a football game in the midst of an extreme winter storm in *******. Unfortunately, this weather significantly delayed towing efforts, as many towing companies in the area were unable to operate under those conditions. I am currently addressing Frank's email as he has responded to my email from previous communications.

  ******

• Initial Complaint

  Date:11/21/2024

  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.

  Date of Transaction: 10/01/24 Amount Paid: $5,112.22 Service Provided: ** rental Nature of the Dispute: The ** had issues that were not fixable.Resolution Attempt: The ** was not repairable by the Cruise America repair company to which we were directed.Advertising: The issue did not involve advertising.Supporting Documentation: I have provided emails exchanged between myself and Cruise America to better explain and understand what happened.Additional Expenses: There are other expenses for which we have receipts, but I did not attach them since we are not requesting reimbursement for these. The contract, which was handed to us last minute and stated that they would not reimburse for these expenses, is attached as IMG_1305 through IMG_1311.

  

  Business Response

  Date: 11/22/2024

  Hello,

  I am sorry to read that your rental experience was faced with some challenges. We strive to provide full transparency with our billing process, with no surprises. I researched your name in our system,and I dont see that you have reached out to our ****************************** Please email us at cr@cruiseamerica with your Reservation or RA# and we will provide the answers to your questions. We look forward to hearing from you. Thank you for choosing Cruise America/Canada.

  Thanks, 

  *******

  Customer Answer

  Date: 12/17/2024

  BBB Assigned Complaint info: 22588465
  Cruise America info: RA# ******** RES# ******
  
  After reading ******** comment, I was confused. All emails were sent to ******* at Cruise America Customer Relations<**********************************************************************>, ******* ***** <***********************************************************> and ****** ******** <**************************************************************>.they were sent to ****************************** and other ******************** personnel,and others were BCCd.
  I am writing to express my confusion and frustration regarding the recent correspondence with ******* from Cruise America Customer Relations. Despite my numerous attempts to resolve this issue, it feels like the matter is being pushed around without resolution.
  I have consistently sent all emails to ******* at Cruise America Customer Relations <**********************************************************************>, ******* ***** <***********************************************************>, and ****** ******** <**************************************************************>, as well as other Cruise America personnel,with some recipients being BCCd. ******* never mentioned in any of our email exchanges that he was not part of the customer relations department.
  Given this, I am puzzled as to why, after he researched my name in your system, nothing could be found. This seems negligent on Cruise America's part. I have provided all necessary information, including Reservation and RA numbers, in every email. To date, I have sent five emails and included 16 attachments.
  One more thing to explain, all emails were signed by ******* G ***** Customer Relations, he signed customer relations and writes in his comment and I dont see that you have reached out to our ****************************** Is ******* Customer Relations?
  Could you please clarify why this issue remains unresolved and what further information, if any, is required from me?
  Thank you for your attention to this matter.
  Sincerely,
  ****** B. *****
  

  

  Business Response

  Date: 12/17/2024

  Hello,
  

  My name is ******* *****, and I have been the person communicating with you regarding your claim. I want to clarify that I am in Customer Relations, and the difficulty in locating your claim was due to a human error on my part. I apologize for this oversight. Your last name is quite common, and the rental was not under your name, which contributed to the confusion. Please know that this mistake was unintentional, and I deeply regret any frustration it may have caused. I have reached out to you on three separate occasions, with my most recent message outlining my final offer. This offer includes compensation for the inconvenience caused by the delay in completing the repair. I understand that you feel the offer does not fully address the deficiencies, but at this time, I am unable to revise it further.
  Thank you for your understanding.
  

  ******* *.

  Customer Answer

  Date: 12/19/2024

  BBB Assigned Complaint info: 22588465
  Cruise America info: RA# ******** RES# ******
  I understand that our last name is quite common, and the rental was under ***** *****, with earlier emails under both ***** and ****** *****. Regardless, I accept your apology.
  However, I cannot accept the first, second, or third final offer you sent. Our vacation was ruined because the ** we rented was unsafe and could not be repaired in *********. If we had been offered another ** without electrical issues, we wouldn't be going back and forth trying to resolve this issue.
  We are not asking for reimbursement for extra days spent in a campground waiting for Cruise America to tell us where to take the ** for repairs, gas for having to start the ** every 3 to 4 hours to keep it charged,the need for a rental car to get food, or missing a family event, which was a significant letdown.
  You offered us $267 and a $300 gift certificate as a gesture of goodwill, totaling $567. We asked for a solution to this problem:the compensation of $267 and the $500 security deposit, totaling $767, a $200 difference. Offering a gift certificate as a gesture of goodwill is almost insulting. I really cant say I know anyone who would use this business if they went through what we went through.
  To end this matter, which I hope we do, the security deposit and $267 will put this to bed.
  ****** *****

• Initial Complaint

  Date:11/18/2024

  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.

  10/19/2024 We paid ******* to rent an RV for 14 day The issue was that the furnace and hot water did not work. We did not realize until a few days after we left. I then took them four days to find us somewhere to get it fixed. This was after misdirection to a shop that had no reservations. Once it was fixed we continued our trip, only to find out (in the worst conditions) that the furnace broke again. We decided to head home that day instead of dealing with the faulty furnace again. They offered us two days off our trip when in fact four days were taken from us.

  

  Business Response

  Date: 11/19/2024

  Hello,
  I am the agent that has been handling your claim. Our avenues of communication have never been closed.I apologize that our Travelers Assistance team wasn't able to find service along your route sooner than they did. Finding a reputable shop with certified Ford technicians can be challenging for a number of reasons. I have made 2 offers for compensation and the last of which was sent on 11/5/24 but I never received a response back. I will work on sending a third offer by the end of the business day.
  Thanks,
  ******* *.

  Customer Answer

  Date: 11/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ******
  
   
  

• Initial Complaint

  Date:11/13/2024

  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 bought a 30-foot RV from Cruise America in March. I contacted them couple weeks later about a leak no help. It is under the bed floorboards and now we have mold but that mold has been growing a lot and the leak continues.

  

  Business Response

  Date: 11/14/2024

  Hello,

  We apologize for the leak that the customer encountered with their purchase RV. Please reach out to our ******************* via email at ************************************ to discuss this matter, or speak to them face to face at the purchase location.

  ******

  Customer Answer

  Date: 11/18/2024

  I have emailed the warranty department at Cruise America.  
  

  I want to keep this case opened until I have a resolution with the company - because if they dont respond or follow a path to resolution I will need help resolving this matter.  
  

  Thank you Christina 

  

  Business Response

  Date: 11/18/2024

  Hello,

  Thank you for reaching out. I apologize for the challenges youve experienced with your purchased RV. Unfortunately, the ***************************** handles matters related to rentals and is not equipped to assist with issues involving purchased vehicles. For assistance, I recommend contacting our ******************** as they are best suited to provide a resolution for your concerns.
  

  Thank you for your understanding.

  ******

• Initial Complaint

  Date:11/11/2024

  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.

  Bought last day of July 2024. On the way home, I got drenched. The entire interior roof and headliner needed replaced and reattached/buttressed/sealed to the cabover because of the leak. The base cabinet bottoms under the fridge and kitchen sink were rotted from water damage because the shower drain had about 1/4" gap from vent/drain pipe to opening in gray tank (see photo). We learned this om our first trip when shower water puddled over the whole floor. The entire vinyl sheet flooring had mild and water damage under it. Cruise America covered the rotted paper-wood up with stick on woodgrain vinyl. They covered cabinet holes and gouges with this vinyl tape, too. Severe mold growth around shower drain and surounding wheel well cover below the shower pan from the leak. Exterior gel coat paint was painted over top of all the previous Dicor so it started to crack off and expand, starting at the flexible Dicor seams.Right rear corner was bashed in and repaired it with some freeform fiberglass, covered with FRP on the inside cargobay covering up how it was repaired. Didn't disclose this damage at sale. Wouldn't disclose service records. Would allow inspectiom fo the roof ************ month in, and the whole rear-facing facade started to delaminate from the left brake light all the way to the running lights at the top. Two months in the refrigerator quit. 2.5 months in the manifold bolts broke off.Roof peeling from rotted wood underneath.Cruise America should be ashamed how they market these for sale RVs, and there were too many opportunities for someone to quality control glaring challenges for this to be an isolated incident. They sold it hoping we wouldn't notice and maybe nothing would break. They fixed a few things we did find before we left the lot, but would have sold it to us that way had we not discovered them (7 year old tires? Really?). I'm exploring my legal options at this point.

  

  Business Response

  Date: 11/14/2024

  Hello,

  We apologized for the issues that the customer encountered. However, customer needs to contact our warranty department via email at ************************************ to resolve this matter, or speak at the purchase location.

  ******

  Customer Answer

  Date: 11/14/2024

  i am in the process doing that, however, I am 3 weeks outside of the 90 day purchase window. Will you gaurantee that the repairs will be covered and Cruise America warranty honored? 

  The RV has since presented with additional challenges. It is not running. There is oil everywhere and the engine makes a horrible sound from the right side. It is going to a **** dealer for diagnosis next week. 

  From day one this RV has been nothing short of a nightmare. Now it doesn't even run. This is unnacceptable. Please make it right.

  

  Business Response

  Date: 11/14/2024

  Hello,

  Unfortunately, I am unable to guarantee anything. This is something between the purchase location and the customer as there were legal papers that were signed and acknowledged at the time of purchased, with terms and conditions involved. 

  ******

• Initial Complaint

  Date:11/05/2024

  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.

  We rented an RV from 11/1/24 to 11/4/24 from the Cruise America in ******, CA, Agreement #LA027951. We experienced several alarming and health hazardous issues.1. Hose for septic tank leaked (attached picture and video)2. Water hose leaks (attached picture and video)3. Unable to unscrew the leg on the dinette to make it a bed because there are screws on both the top and bottom (attached picture)4. On 10/19/24, we stopped by Cruise America in ******, ** and met with ****, the Manager. We stopped by and looked inside an RV to ensure that 3 car seats would fit. **** informed us to place 2 car seats at the dinette and 1 car seats behind the passenger seat. After picking up the *** we attempted for hours to install the car seats into the *** However, none of the car seats fit. The 2 at the dinette had no hooks and no room for kids feet. Could not install the car seat behind the passenger seat. As a result, we had to take our personal vehicle from home in ********, ** to ***********, ** (attached Koa receipt). Upon follow up via phone after picking up the vehicle, **** informed us that car seats depend on the model, size, etc. None of which was disclosed to us when we met with her in person to view the ***Requesting compensation for 124 miles each way and leaks with the septic tank hose and water hose which we had to clean up multiple times and not being able to use the bed at the dinette. Total compensation requested is $250.00.**Formal grievance filed with Cruise America via phone on 11/1/24 and written grievance emailed on 11/3/24 (attached email). However, no response from the business.

  

  Business Response

  Date: 11/06/2024

  Hello,

  I hope your week is going well. Please accept our apologies for the delay in response. We created your claim on Monday 11/4/24 and we are currently working on 10/28/24. We will be reaching out to you as soon as we possibly can. Thank you for your patience. 

  Thanks,

  ******* *.

   

• Initial Complaint

  Date:10/10/2024

  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.

  There were a number of issues with my recent cruise america rental 1. Kitchen package and bedsheets / towels missing 2. Faulty tire pressure sensor 3. Propane not 3/4 full 4. Some electrical outlets not working 5. Expired vehicle registration I received a citation for the expired registration which the company refuses to handle, instead offering me the amount for the fine and a gift certificate. I have repeatedly told them that a gift certificate is not acceptable since it is not true compensation, it in fact forces me to do business with them again, and that compensation for legal issues, fines, my time, additional expenses incurred, and distress caused must be in cash or as a refund to my original method of payment. Rental companies are obligated to provide roadworthy vehicles which includes a valid registration at the time of rental - not only rental agreement not explicitly have any terms and conditions about this, but the first response from the company was that there was no issue with the registration until I gave them the citation, which was dishonest. They went from offering a $400 gift certificate to a $4000 gift certificate once they knew that I had proof of the expired registration, which is a shady business practice.I believe that the rental company is in violation of the rental contract and should provide a full refund. However, I am willing to accept something reasonable if they are able to confirm that they are at fault for the lapse in vehicle registration and make the gift certificate offer as a cash offer instead. They also keep asking me for receipts for replacement kitchen / bedding I had to purchase in order to provide compensation for the missing items which they had promised to provide, but that is also irrelevant since they have confirmed that none was available on-site and over customer support communication channels, and they can simply compensate the amount that they would have charged for those items.

  

  Business Response

  Date: 10/23/2024

  Hello,

  I want to apologize for receiving a unit in that condition, that is not the norm for us. Regarding the issues:

  1. The kitchen and bedding kits were not charged on the account, if these items were purchased, please provide receipts to refund
  2. The tires pressure sensor might have been faulty but did not impact the tires other than displaying on the dashboard.
  3. The propane full, that is correct this allows the gas to expand safely in warm climates such as in the Burning Man ******************* attended.
  4. Electrical outlets not working our Technical Assistance team attempted to assist but due to remote desert location and having little to no cell service made it difficult to assist or locate service, also being in this festival ************** was not able to leave (event would not allow to return to the festival).

  5. Expired registration, the ticket for registration has not been submitted to our *********************** and would need the front and back of the ticket and must show all of the          ticket for reimbursement. Mr. ****** did attach a partial front copy in his claim. please email the copies to our ************* at **************************************************************

  The unit was road worthy, the ** was driven 769 miles and kept the full term, Mr. ****** technical issue on our 2023 ** is the only one reported to us from 5/26/24 10/23/24. There have been four offers made for compensation, the first being without a gift certificate all other offers have included a $400.00 GC, on our last offer made. Due to human error the gift certificate amount was transposed from $400.00 to $4000.00 in error. Our last offer with a $400.00 gift certificate is our full and final offer and will remain indefinitely so that in the event Mr. ****** chooses to redeem it in the future it will still be available.

  thank you,

  *****