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

  12201 Highway 99 Everett, WA 98204-5514

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  Cruise America Inc

  2915 N Orange Blossom Trl Kissimmee, FL 34744-1133

• 

  Cruise America Inc.

  2969 Marne Hwy Mount Laurel, NJ 08054

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  Cruise America Inc

  1543 Downtown West Boulevard Knoxville, TN 37919

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:11/11/2022

  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.

  I had a number of issues with my rental and sought to speak with someone about it. Our local site where we picked up the ** from said the only way to do it was through email and they couldnt give the address. I called in many times and eventually got the email ***************************** to contact. I sent SEVERAL emails, each time recieving an automated response saying I would hear back from someone in 30 days. I never heard back from an actual person. My ** was rented 6/31/2022 and my Reservation was #****** and I hd ************. What I really want is for someone to reply to my original message and make things right. The unit was in disrepair and caused us bunch of problems. I'll briefly sum them up below:Here are a list of the issues we had:1: Dashboard fan and A/C - Heat stopped working almost immediately - Causing many issues.2: Water leaked into the ** everytime we used the water pump 3: Something was seriously wrong with the front end, causing our tire to blow up. I have pictures attached showing the damage that led to the blowout.4: There was a traction control error or something that would disable the cruise control.5:The dirty water line hose broke when we were emptying the tank spilling out all over my feet and legs which was obviously disgusting. It broke at the base where it attaches to the pipe. We really did our research before taking this trip and decided to book with Cruise America because of their great reputation. We were happy to pay higher rental fees than others because we felt like they would provide the best experience for our family. Unfortunately ****** was not up to the standards that we were promised and really negatively affected our trip. I cant see how we should be expected to have to pay for our rental when we had all of these issues. The biggest of which being the danger my family was put in because of the front end issues that caused the tire to blow.

  

  Business Response

  Date: 12/14/2022

  We are currently working with this customer directly and have an open dialogue working towards a resolution. 

• Initial Complaint

  Date:11/02/2022

  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 Cruise America for the period of 24th September to the 8th October 2022. From our first night in the *** we reported a large number of issues (on the phone and in writing) with the van, two of which we have since found are illegal. We reported all of these to Cruise America and stated that we would need a replacement van and would drop it off at their ******* depot. They confirmed they would find a replacement, however we heard nothing further. Upon taking the van to the depot, they said that they had not been informed about this and that they had no replacements. They also stated that the van was in one of the worst conditions they had seen and that it would likely be scrapped as the cost of all the repairs would not be worth their while. The man in the depot stated that he would not undertake the usual transactions as it would mean that we would not be able to proceed with our request for a refund. Upon returning to ****** we since found that CA had taken a further $2,500 from our account on the day we returned the van, with no consent from ourselves or details as to what this was for. I have sent over 6+ emails, tried contacting them on their chat bot online and called but have had no responses to any of my contact.

  

  Business Response

  Date: 12/14/2022

  Apologies for the delayed reply,

   

  I have attempted to locate this customer's ********************** information based off what they have already provided but was unsuccessful. So that I may better assist, can I please request that the Reservation Number, or the Rental Agreement Number (RA#) be provided? 

   

  Kindest regards,

  Will Dowling 

  Cruise America Customer Relations Supervisor

• Initial Complaint

  Date:10/27/2022

  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.

  I rented an ** with certain terms and conditions that provided me with up to $3000 in reimbursements if the ** broke down. ****** broke down and we were stranded. They could not provide us a replacement within 2 days so we canceled to get as much done on our vacation as we could. Customer Service promised us (via text and phone call) a reimbursement of $2094.75+any tax paid as well as a reimbursement for: items they failed to stock in the **, hotel and rental car while stranded. We only received $1350.44. We are still owed $744.31 of that amount as well as: $10.14 for items they failed to stock, $149.17 for a hotel, and $300 for a taxi to get to a rental car (closest we could get to from *****, **, on a Sunday). We also had the ** stocked with food and items we had to leave behind unused to a total of $634.20. On top of that, we had to try and coordinate with all our previous reservations to see if they would cancel without a fee. Cruise America states that they had me sign new terms and conditions upon pickup of the ** that voided previous ones and does not include the conditions above. They did not tell me they had changed on pickup so I had no need to reread them. I have all documentation of the terms and conditions quoted to me and them taking my deposit. They used unfair and deceptive business practices to perform a "bait and switch" technique to get my business. This violates consumer protection laws. They are only offering me $924.31 and a $200 credit (which is worthless to pay off all my bills from the repercussions of ****** breakdown). I've spent countless hours of my time discussing this with Cruise America Customer Relations rep ************************* with no urgency from them or pushing it to someone with higher responsibility. My bills and time now are worth more than the full $3000 reimbursement **** and I would like to see it paid.

  

  Business Response

  Date: 12/14/2022

  We have gotten in touch with the customer directly, and they have agreed to a $200.00 credit. 

  Customer Answer

  Date: 12/14/2022

  I have not received any reply from Cruise America Customer Relations. I have also not received reimbursement owed to me. I emailed them again on Dec 9th asking that we get reimbursed for what was stated by their customer service during my **********************. After reimbursement, then I would discuss a resolution for the way forward however unfair. We are still owed a reimbursement for an early cancellation as well as for a taxi and hotel while the ********* was getting looked at. 

   

  **********

  

  Business Response

  Date: 12/19/2022

  Our records indicate the refund request has been submitted, but given that it takes 3-5 business days for a refund to process, it is possible it has not arrived yet, seeing as the agreeance to the refund happened on 12/13 and the refund wasn't processed until 12/14. 

   

  Regardless, I have requested that our ********************* investigate to see if there is anything that would be causing a delay. 

   

  Kindest regards,

  Cruise America

  Customer Relations 

• Initial Complaint

  Date:10/10/2022

  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.

  Bathroom dirty Fridge not working properly A/c wasn't working properly Completely RV was dirty

  

  Business Response

  Date: 12/14/2022

  Hello,

   

  I was unable to locate this customer off the information provided. Can I please request that we be given the Reservation Confirmation Number, and/or the Rental Agreement Number (RA#)? 

   

  Thank you,

  Will *******

  Cruise America Customer Relations Supervisor

• Initial Complaint

  Date:10/09/2022

  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 RV from Cruise America. The vehicle had so many issues - making our trip painful. Paid over $3,600 for something clearly below commercial grade. Emailed the company. Auto reply indicated that they would respond in the next 15 days, or 30 days in some cases. Did not hear anything after 30 days. Sent a reminder. Another week passed. Still no response.It was a 7-person unit (Unit Number ******) rented between 8/19/2022 and 8/29/2022 from their ********* location in the *******************.Issues encountered:1. Dump hose storage damaged in a previous accident. Hose had to be stored next to personal items.2. Main battery dead 3. Fuse burned 4. Furnace not working 5. ****** died midway 6. Non-responsive travelers assistance Thank!

  

  Business Response

  Date: 12/14/2022

  We have been in touch with this customer directly and have reached a resolution for a refund amount of $464.00 and a gift certificate towards a future rental. 

   

  Kindest regards,

  Will Dowling 

  Cruise America Customer Relations Supervisor

• Initial Complaint

  Date:09/29/2022

  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.

  On 7/5/22, I placed a reservation for a motorhome from Cruise America scheduled for pick up 9/14/22 and drop off on 9/23/22 in **********, **.On Sunday, 9/11/22, I tested positive for Covid 19, and on Wednesday, 9/14/22 my wife tested positive for Covid.I called Cruise America to postpone the reservation until 9/19/22 to ensure my wife and I would not be contagious.The representative from cruise america refused to postpone the reservation, and said we would lose our $300 deposit for cancelation.The ************ Cruise america gave are:1. Pick up ** while Covid positive and spread the virus in the ** while traveling.Or 2. Cancel the reservation and lose $300.I feel this is completely unethical, a health hazard, and poor customer service policy.We decided to not spread Covid 19 and canceled the trip.After canceling, I requested Cruise America at least give us future rental credit for the $300 deposit. No response received from customer relations in over a week as of 9/29/22.To resolve this complaint, I would accept either a refund of my $300 deposit or a credit for a future rental. Thank you.

  

  Business Response

  Date: 01/06/2023

  Sincerest apologies for the delay,

   

  We at Cruise America are hopeful that you had a swift recovery! We would be more than happy to refund the $300.00 reservation payment. This has been submitted to our Accounting team, and you should see the funds returned to you in about 3-5 business days. 

   

  Kindest regards,

  Cruise America

  Customer Relations 

• Initial Complaint

  Date:09/10/2022

  Type:Sales and Advertising 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.

  I rented a vehicle from Cruise America and had a horrible experience. The vehicle broke down and needed to be swapped during vacation. During vacation I had to drive 1.5 hours to exchange the vehicle. I returned the vehicle as directed at the end of the period. The merchant charged me $50 as a dump fee when I did not use the toilet, water, or sink. In the agreement it specifically states that if it is returned and not dumped then there is a fee. I returned the vehicle empty as I picked it up and never used any of the water or toilet. I should not have been charged $50 for a dump fee. I contacted Cruise America via phone and I was instructed to email them. I have sent 3 emails and received no response. I have called the facility twice where I dropped off the vehicle. They said they would take care of it, and never did. This was on August 31st, 2022. I am requesting a refund of the $50 for being overcharged. I should be compensated more as I have had an absolute terrible experience and no one seems to want to help. This has been a terrible experience from beginning to end.

  

  Business Response

  Date: 01/06/2023

  Apologies for the delayed response,

   

  The original representative that was monitoring our claims through BBB is no longer with the company, which caused a backlog in response. We have, as of today, refunded the customer the Dump fee they are requesting - as well as the charge propane as an apology for the inconvenience. 

   

  Kindest regards,

  Cruise America Customer Relations

  Customer Answer

  Date: 01/08/2023

  
  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:09/09/2022

  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.

  On the afternoon of July 6, 2022 I placed a reservation for a rental with Cruise America. This was to be a one-way rental departing from *********, ** on August 15, 2022 and arriving at ******, ******** 11 days later on August 26, 2022. The booking agent ***************************** confirmed this plan multiple times over the phone.My girlfriend and I flew into *********, ** from Virginia and arrived at the Cruise America location in *********, ** on August 15th at 1PM to pick up the vehicle. At this time while overviewing the rental contract I was informed that the reservation was to be returned to the ********* location only or else a $3,000 fee would be charged to my payment card. I informed the customer service representative that there is an error. The rental was confirmed by ***************************** over the phone for a one-way trip to ******, ********. At this time the customer service representative became hostile and dismissive. She threw up her hands and shouted then were done here and collected my contract. Her actions escalated the situation so that further ration communication was unable to occur. The customer service representative had already prematurely charged my credit card $4164.30 before the rental agreement contract was fully executed. Both her and the store manager (*************************** may be his name but I do not fully recall) refused to refund the amount. The store manager escalated the situation by raising his voice and engaging in physical intimidation by violating my personal space. Finally, after pleading to reverse the multi-thousand dollar charge to my credit card I was ordered to vacate the premises (past the outer gate into the street) by threat of physical intimidation as well as calling the police on my girlfriend and I.All attempts to settle this matter by phone via the Cruise America hotline were forwarded to the Cruise America ************************************* have been unsuccessful at this time.

  

  Business Response

  Date: 01/06/2023

  Apologies for the delay,

   

  Our records indicate that our representatives have reached out to the customer directly since this complaint has been filed, but the customer has not responded to our correspondence. 

   

  Kindest regards,

  Cruise America Customer Relations 

• Initial Complaint

  Date:09/09/2022

  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.

  I've attached so document sent to senior management about this issue. I've yet to have a single reply. It outlines all the issues & has a link to all photos.I'm looking for half of the booking costs+the deposit to be returned. I can provide calculations to show how I got to this figure if required.

  

  Business Response

  Date: 02/08/2023

  2/8 response emailed customer for more information, no information for ******************* or email address: ********************* under 2022 & 2023, also reviewed information in Canada and **. Lastly did not see any attachments on BBB complaint to review.

  Hello ****,
  
  I am with Cruise Americas customer relations department; *************** to the BBB complaint# ********. I was not able to find any information regarding your rental under your name or the email address on the complaint. I also did not see any attachments on the BBB complaint to review. Can you provide me a reservation number or rental agreement number to review please.
  
  Thank you,
  

• Initial Complaint

  Date:08/16/2022

  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.

  We had several issues with the 30ft unit we rented Unit #******, we incurred charges due to the issues with this ** and wish to be compensated or credited but cant get a response from customer service. This location has new people who are not inspecting these units and releasing them to be rerented with the same issues. The sewer in our unit was not clean it smelled for a whole day and took us 3 campgrounds to get it clean, the registration sticker on the unit was expired and we were pulled over two times and had the ** searched, it also cost us a day waiting for the sticker to be overnighted, I had to argue with ***** from Fleet and after his total disregard to the sticker issue he decided to send it causing unnecessary stress. The unit is severely infested with German cockroaches which are well established in it, the refrigerator froze everything, the door to the unit had pry marks from previous renters and it locked us out, my husband climbed through a window, the refrigerator and stove wouldn't work at the same time. This isn't our first time renting from Cruise America and this location. We are extremely disappointed this time, we endured alot during this trip. We are currently disputing charges with our bank. Because we incurred almost $500 in expenses.

  

  Business Response

  Date: 08/30/2022

  We are truly sorry to hear your experience did not meet your expectations,*******. We would certainly never want to disappoint any of our customers, and we sincerely strive to put them at ease while staying in our motorhomes. In your complaint you mentioned that you are currently disputing charges for the rental with your bank; we mention this because, while we know that you are within your rights as a consumer to pursue compensation through the means that you see fit, we are not able to discuss compensation while the dispute is active. However,if the dispute is not currently active then we would be happy to continue the discussion.

  Customer Answer

  Date: 09/09/2022

  We have not disputed the charges with our bank as of yet. We were waiting for your BBB response since none of my emails or phone calls have been returned. In order to make us happy and resolve this we would like to be compensated 3 nights rental amount. $89.993 plus taxes. We incurred almost $500 in expenses and feel 3 nights is fair as we know some things were out of your control. I'm willing to remove all reviews and claims if this is resolved accordingly.