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 has 149 locations, listed below.

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  Cruise America Inc

  11 W Hampton Ave Mesa, AZ 85210-5258

  
• 

  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:08/02/2022

  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.

  From day 1 we had issues with the generator stopping minutes after turned on. The ** stopped working day 2, the fridge stopped working day one or two, didn't realize in time to save food. First 1/2 of trip with no fridge or **. Cig lighters didn't work, had to use the generator to charge phones. ****** reaked of what smelled of soured bread and butter pickle juice. A sticky floor & bottom shelves. ALSO Lost 1 1/2 days to transmission going out in NM, from there to ********** unable to drive over 50 & 40 (on 70 and 80 mph hwy) THE boys ************* and ****** were afraid we were going to crash and die for DAYS due to reving/ jerking of the engine/ transmission. lost another day having to drive 300 mile to get a different *** ******* unpack/load and repack/load. The new rv bathroom flooded the entire camper (minus the table and driver area) every time we hooked up to water, and we know we did it right. We didn't shower for fear of worsening plumbing issues. Stove did not work, we used the microwave. While driving the ceiling stripping in the cab came down on my head, the velcro doesn't hold the privacy curtains, the large kitchen cabinet flies open if you turn/hit bump. cig lighters didn't work, except one. took turns charging our phones. My son was meeting his *********** for the first time in 20 years, losing 1/2 our entire trip gutted us. Tried to make the best of it: refrigerator, generator, plumbing issues, only used campsite facilities at stops, never the camper, that broke my heart. We were told to write of our experience, we called, sent emails many times, e-forms, still no compensation. The manager of the hub in ** said he credited ** 2 days but ********** would not honor it if we didn't accept that as our only compensation. The manager in CA said we deserve a lot more compensation than that, he was surprised we made *************** was negligent ,there is no way they should have release the Rv to us. stayed in more campsites, used more gas than plan

  

  Business Response

  Date: 01/06/2023

  Apologies for the delay, 

   

  The individual that was handling our BBB profile is no longer with the company, causing a delay in our response. That said, we reviewed this claim and see that one of our representatives, *****, has gotten in touch with the customer directly and reached a resolution. 

   

  There was a clerical error when receiving their resolution email, but this has been resolved and the agreed refund will be processed. 

   

  Kindest regards,

  Cruise America

  Customer Relations 

• 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.