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.

close

Find a Location

Cruise America Inc has 149 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Cruise America Inc

  11 W Hampton Ave Mesa, AZ 85210-5258

  
• 

  Cruise America Inc

  12201 Highway 99 Everett, WA 98204-5514

• 

  Cruise America Inc

  2915 N Orange Blossom Trl Kissimmee, FL 34744-1133

• 

  Cruise America

  3980 Saco Rd Ste C Bakersfield, CA 93308-9840

• 

  Cruise America

  8000 Wellingford Drive Manassas, VA 20109

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:07/21/2022

  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 June *****, 2022, there was a minor accident on our way from **** to *******. The cruise america RV Rental rep in *************** and I discussed the accident and he mentioned the $******* fee for the accident and I said no, we got coverage through our insurance company. He said you can go thru your insurance but then, you still need to deal with cruise america. I look on my credit card the next day and I was charged $******* without my consent or being informed it was happening. We never signed up for any insurance with cruise america and we waived the ******* one and done or whatever its called. I called and he said thats how cruise america does it and I have to get reimbursed from my insurance company. When I called my insurance company, they said that cruise america should of only taken my $100.00 deductible, not $*******. I was notified today that Cruise America is not getting the pictures/information our ***************** needs to process the claim and reimburse us ****** which my insurance company should of paid, not us.

  

  Business Response

  Date: 07/27/2022

  We regret to hear that this happened, *******. Accidents are something that we never want our customers to have to go through and we take these matters very seriously. For assistance in a case like this where insurance matters are being discussed, we would encourage you to contact our claims department. Our claims department can be contacted at ***********************************

  Customer Answer

  Date: 08/05/2022

  You mean the same claims **** that I have been working with and had gotten nowhere and there is no one else to talk to besides them to complain I haven't gotten anywhere. Funny how you're referring me back to them. No thank you.

• Initial Complaint

  Date:07/18/2022

  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 the *********, ** location on June 29th. Our rental agreement is/was under *************************** and my name (***************************) is on the agreement to be able to drive the rv. Our rental was made for June 29th till July 11th. We were told upon questioning if we would need to do anything for the generator (put gas/oil in), that we were not to touch the generator. The first night our generator stopped working and every day of our trip (in which we cut short a day because of the issues) we made calls to the hotline number given to us through Cruise America. One day the generator stopped working the representative told us they would find a place for us to take it to get it fixed. We called back later that day when we still hadn't received a place. We had to wait till the next day for them to tell us where to go. Upon paying the bill ****** the representative from Cruise America told us to pay and it would be reimbursed), we made it a day and a half without any issues. Once returning a day earlier (because of all the issues we had with Cruise America), we were told that we wouldn't be getting money back for bringing the camper back early. And they wouldn't refund us the money that we paid out. We had receipts, which they copied at the ********* location. The Cruise America representative that checked us out said that we went to a place that wasn't told for us to go to get the generator looked at. We have phone call logs, and text messages that say otherwise. This is the worst possible customer service in which they say that the only way to contact them is through email. Which we did. Emailed ******************************************** and ************************************ The next day we called to try to talk to someone about this and get some kind of restitution for our inconveniences and they told us we needed to email ****************************** which we did.

  

  Business Response

  Date: 01/06/2023

  Apologies for the delay,

   

  The representative that was handling our BBB profile is no longer with the company, which caused a delay to our responses. Since this complaint was submitted we see that one of our Customer Relations representatives had gotten in touch with the customer directly and resolved the complaint. 

   

  Kindest regards,

  Cruise America

  Customer Relations 

• Initial Complaint

  Date:07/12/2022

  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 a Motorhome from The Cruise America ********, **********. We had nothing but issues with rv:1. Both batteries drained and died due to the converter being broken leaving ** stranded in ********** 2. Our 22 hour drive with a terrible sewage smell b/c we came to find out it was never dumped. Both Black and **** were full even though the owner stated dumped 3. The battery had extreme corrosion 4. The interior was falling apart 5. The motorhome was in need of a front and rear wheel alignment 6. The generator wouldnt turn over. We felt completely unsafe & had difficulty finding the help needed on the road. When stranded we called hotline. spoke w/:1. ***** (hung up on me)2. ***** the supervisor belittled our intelligence. He claimed his knowledge was working at ORileys Auto Parts made him the know all. He said there is no way both batteries could die, but they did. @ this time we had a licensed RV Auto-mechanic who was nice enough to help us diagnose the issue. ***** was Rude and gave the silent treatment to ******* when he told him the issue. He completely ignored what he said & ******* had to further press the ******************************** said just jump the battery and made us drive to an ORileys. ******* was not given the authorization his hands were tied. Upon arriving at ORileysThe asst. **** Izzy helped us and diagnostics came back same as before. The batteries, the starter, and Alternator working @ 100%. @ that moment I called back AGAIN and got 3. *****: helpful but also lied to us in saying he called ******* back after the cluster thus far and he was returning with the part from Camping World. Not the case. 4. ********* 5. *****: extremely helpful yet couldnt get anyone to repair the rv. When returning the Motorhome to Fillmore, the owner was defensive and accusatory as if we were lying. Refused to give us a refund although Cruise America noted a refund was warranted in notes. We called *** & was told no human support can help

  

  Business Response

  Date: 07/26/2022

  Thank you for reaching out to us, ***** We are terribly sorry to hear that you were unhappy with your experience, and we take these matters very seriously. We will have a member of our customer relations department reach out to you to speak about this matter further.

• Initial Complaint

  Date:06/28/2022

  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.

  We rented an E450 chassis from their ****, **. location from 6/03/2022-6/14/2022.At the time of the rental we were not made aware that the vehicle was under a federal mandated safety recall (Recall 22V089000). While driving the vehicle on I-90 between *******, ** and Lookout Pass, ID the high pressure line for the **************** steering/brakes blew off due to a known manufacturer defect endangering the lives of the vehicle occupants and those traveling nearby. This resulted in the loss of all power assist for the steering and brakes on a dangerous mountain interstate. As a result the vehicle was not unroadworthy. Cruise America was notified of a federally mandated recall to correct the issue on March 18, 2022 but took no action to have the mandated repairs performed prior to renting out the vehicle. I have a copy of the open recall from **** to support this.

• Initial Complaint

  Date:06/18/2022

  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.

  My family rented a 30 ** from this company from April 14 - April 24, traveling from ** to ******* and then from ******* back to **. We were a family of 4 adults, 2 children, 7 years and 2 years. Approximately 3:30 am, on the ** turnpike, we lost complete power steering and brakes. The ** started to shake uncontrollably and were not able to stop the vehicle. While my husband desperately pumping the brakes and holding tight to the steering wheel we were able to pull over to the side of the road, trying not to get hit by other cars and tractor trailers flying by us at high rates of speed. We were traveling 65 miles an hour. I immediately contacted the company. **** was the only person on call. She asked for our location and said she would do her best to get us safely off the turnpike. Didnt hear back from her for over half an hour. Then I called 911. They said they would dispatch an officer to make sure we were safe, but never showed up. 911 also said they were going to dispatch a contracted turnpike towing company, who contacted us.The truck showed up an hour later. I called **** back and told her where the truck was being towed. She said she contacted her manager to let him know what was going on, but that he would not be in the office for 2 hours and that they would not be able to get us off the highway for 3 hours. Of course, making the situation more dangerous and stressful. My daughter, 2 grandchildren and myself sat in a filthy smelly tow truck for over an hour. We had to stay and sleep in the ** in front of the tow truck company. Not hearing from the company by 8 am I called and spoke to *****. He was trying to locate a nearby place to get us an **. After going back and forth with him, he was not able to get one for several hours. I called a rental car company and was able to rent 2 cars to get us home. I have sent at least 10 emails for this company and received 2 responses. I also sent them all receipts. We still havent heard back again.

  

  Business Response

  Date: 06/24/2022

  We are so sorry to hear that this was your experience, ********. We will have a member of our customer relations team reach out to you as soon as possible.

  Customer Answer

  Date: 06/29/2022

  I have made numerous attempts to email this company since April waiting for responses and the company has not responded acknowledging they are receiving the emails. So I dont believe that they will contact me as soon as possible although they did take our money quickly. They dont have a person to talk to in customer service. However, when you call their phone number they can only do a reservation. All correspondence to customer service is only through email which they do not respond. This company is not trustworthy at all. They give the same response to customers on BBB, that they will contact you as soon as possible. False!!  

  

  Business Response

  Date: 07/08/2022

  We reviewed our records and found that the representative that you were working with previously has been out of the office for an extended period of time and we apologize for the delay in a response. We will reassign this immediately and contact you promptly.

  Customer Answer

  Date: 07/19/2022

  waiting to get a satisfactory result 

• Initial Complaint

  Date:06/03/2022

  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.

  Our trip started on 5/18 when we picked up the *** I thought the shaking was because the ** was empty. However, after the tire blew out Im sure it was an alignment issue. We had to waste two days of our vacation waiting for tire repair people, and cleaning ***** matter.When we got the rv the house to pack I cleaned the rv and found that it was disgusting the air conditioner wouldnt start because of the amount of dust. The floor was covered in dirty and all the surface had to be cleaned to avoid future sickness. After the rv was packed we set out on our trip. The shaking got worse and we stopped at a gas station to check the air on the tires and check the oil. The dip stick couldnt be pulled out and the tires were all at different psi. After adding air we headed back onto the road. When we finally got to *********** after 10 hours (normally an 8 hour drive). When we were setting up the ** at our campsite we attached the stinky slinky to the ** and it turned out to still be filled with p*** I was covered in f**** and urine. We hadnt used the toilet in the rv at all yet.Upon further set up the electric in the front half of the ** didnt work, the water heater did not work, the fridge would not cool down even after 24 hours with the propane on. Meaning we lost all of our food. As someone with severe food allergies it was very scary not to know where I would be able to eat. Additionally, we found 4 horseshoe crabs and sand being in the very back where the water hose is supposed to be. We also found two bottles of urine and clothes under the jackknife bed.I had to buy a stinky slinky, channel locks, rv toilet prep, tire Gauge, and several other items. When we got back and I showed the guy the receipts he said to call cruise America and they would refund our money.Upon return we were also charged for several additional things that are not okay. This has been the worst trip Ive had in a while and this is not what half of what happened.

  

  Business Response

  Date: 06/09/2022

  We are so sorry to hear that your experience went this way, ******; we take these matters very seriously. We will have a member of our customer relations department reach out to you expediently to discuss how we can ameliorate matters.

• Initial Complaint

  Date:05/23/2022

  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.

  Rented a vehicle and was not able to make it to the initial return location due to a wildfire that caused evacuations of the entire ********* of the state. They had a location in the state I was in, but would not approve a return there and when I told them how I was unable to drive through the fire, they said it was not their problem. They are now charging me $550 for a wrong location return site, as well as removed all promotions I received and refusing to return my security deposit despite there being no damage. They listed the $550 as a one way fee when their one way fee on their website is $350

  

  Business Response

  Date: 02/09/2023

  To whom it may concern,

   

  This charge was solely based on the cost of relocation for our vehicle to the right location which is agreed upon at pick up.

   

  Kindest regards,

  Cruise America