Complaints

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

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  Cruise America Inc

  11 W Hampton Ave Mesa, AZ 85210-5258

  
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  Cruise America Inc

  824 W Route 66 Flagstaff, AZ 86001-6261

  
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  Cruise America Inc

  1601 E Busch Blvd Tampa, FL 33612-8659

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  Cruise America Inc

  2230 Cinnabar Loop Anchorage, AK 99507-3151

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  Cruise America Inc

  8400 SE 82nd Ave Portland, OR 97266-6569

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:06/23/2024

  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.

  Cruise America RA# ******** Rented under **** ******** /**** ****** We rented from ***** a dealer at 826 in *****, *******. He says he contacted Cruise America regarding our complaints of having a deficient unit for about half of our trip.The unit # was ****** and you can look up the service record and see how many phone calls and how many days it took to get our issues resolved.Apparently ***** can only give us $200 dollars back only but says that Cruise America would be able to reimburse us more. $200 is not acceptable.Half of our trip we did not have the vehicle we paid for. The following things were deficient:Electrical to the back of the ** did not work, this includes the bathroom lights and fan.The water pump after day 1 did not work.The table that is supposed to be convertible into a bed was screwed into position and could not be converted to a bed.The vent over the stove did not work.After day 1 the control panel only worked sporadically.We might as well have rented a large SUV for the first part of our trip. We also tried calling customer relations and all they take are emails. It has been more than 2 weeks (going on 3) since we sent an email and noone has ever addressed are issues. We paid full price for something to be fully operational ($3543) but we only got half of what we were promised. Therefor I feel half should be refunded . Noone even cared enough to get back to us. Shows what kind of business they run.We spend half of our trip trying to get these issues fixed and lost out on time , which we can't get back!

  

  Business Response

  Date: 06/25/2024

  Hello,

  We have made 1 offer on 6/12/24 but there was no response from the customer as well as empathy for the experience. We weren't aware our offer was considered unsatisfactory. Our vehicle was driven over ***** miles, which depicts measurable usage of our product. Therefore, half of the rental would not be reasonable compensation. I will be sending a revised offer today. 

  *******

  Customer Answer

  Date: 06/28/2024

  Yes, we did drive the vehicle 3700 miles as we did have a ****************************************************************************************** each state. We asked for a switch of RVs and you all said you could not accommodate as we were on the road. We even offered to switch at a local location in each state but you said you could not accommodate that request. So tell me, if you plan a trip with your family and have stops planned in each state with park tickets purchased and booked shows you would expect us to not go there after we booked a fully operation Rv from you all?Your fees are for miles + per day . 13 Nights @ $1365.00 +
  3500 Miles $1365.00 plus other tacked on fees (zero damage plan and kitchen kit) . I would ask for atleast the per day charge back.  You all would still walk with a little over $2000. I feel that is fair based on not having a fully operational rv as promised, horrible customer service when trying to get help and lost time on or vacation. We basically had a broken RV  that was only used for driving. We had to go out of our way to find family on the road to sleep at there homes. Should have rented a Van for cheaper amount. All I ask is for you to be fair. $268 compensation is not fair.

• Initial Complaint

  Date:06/19/2024

  Type:Product 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 an ** from Cruise America in ************, ** and picked it up on 6/7/24. Upon pickup, my agreement was reviewed. The agreement stated my rental would be $400.13, not including any fees. For example, it was explained there were fees for not refilling propane, or not returning the vehicle refueled, a fee if they needed to perform dumping of grey water/waste, and a cleaning fee if the ** was returned dirty.It was explained that these fees were voluntary, as each of the tasks could be completed by me prior to returning the **.The ** was refueled and cleaned. In fact, it was returned on 6/10/24 in cleaner condition than it was provided. Neither the propane or on-board generator were used, as the ** simply sat in our driveway and was plugged in to an outlet anytime power was needed.Upon return, I authorized the dump fee of $50. However, when I received my invoice, an additional "housekeeping fee" of $50 had been charged that was neither discussed or authorized. Both fees were also taxed, leading to a total invoice amount of $506.86.Upon disputing the housekeeping fee, Cruise America stated it was part of the prep fee that was agreed upon in my initial signed contract. I explained that I was also charged the prep fee, and this housekeeping fee was a separate line item that I never agreed upon.After several back-and-forth emails, Cruise America stated that they can bill my at their sole discretion. I don't think so. I didn't sign anything agreeing to the additional fee. Cruise America needs to refund the $50 (+taxes) housekeeping fee.

  

  Business Response

  Date: 06/21/2024

  Hello,

  I apologize for the customers experience. We have processed a refund which meets the customers' demands. 

  *******

   

  Customer Answer

  Date: 06/21/2024

  
  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:06/13/2024

  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.

  My children are having to sit in their RV in 110 weather. The ** generator can only run for a short period of time before it needs to be shut off. Due to this theyre sitting in the back sweating a lot and risking their health. The business is forcing me to pay *************************************************************** this heat. They also tell me I can go get it serviced which it does not need to be. At no time did the business indicate they had none or very limited ** in their RV.

  

  Business Response

  Date: 06/14/2024

  Hi,

  Thank you for bringing this matter to our attention. We sincerely apologize for the issues the customer encountered during their trip in one of our RVs. Unfortunately, I was unable to locate any emails from the customer reporting these issues to our Customer ********************* which would have allowed us the opportunity to address and rectify the situation.

  
  Please have the customer email our Customer Relations team at ****************************** providing details of their rental (Rental Agreement/Reservation number). Upon receiving the customer's email, we will promptly create a claim on their behalf and include it in our queue for assistance.

  
  Once again, we apologize for the inconvenience experienced during the rental, and we are committed to assisting and reaching a satisfactory resolution.

  ******.

• Initial Complaint

  Date:06/09/2024

  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.

  Our family of 2 adults, 2 teenagers, and 4 pets relocated from the ** to ****, **. As part of this expensive cross-country move, we rented a 25 Cruise America RV from ***************** area on May 30, 2024. one way to *********, ****** on June 9, 2024.At the origin site, there was a tire sensor malfunction light on from the beginning, and the remainder ~ ***** miles. This was more than an annoyance, as I constantly had to check tire pressures at every gas station fill!Even though this was a massive expense for us as part of a cross country move to ****, **, we did get the damage waiver protection. Of course mechanical assistance was part of this, though useless.An obvious wheel alignment issue became a constant fight in Western NE, We called COA, and they booked us at the closest 3rd party vendor in ******, ** (******* miles away). I knew right away the sham, but still went along with it. Big O Tires ************************************************ literally laughed at us when we pulled up. I felt this was a movie, worst part of ****** and they dont service RVs. COA stupidly said it was news to them, we could wait four days in ****** until their own location had an appointment OR the next closest was in ************ or **** (500+ mi away?). It was clear that this company had no connections or cared about their customers and I told them the same. I would continue with caution, since I literally had to break down to get a tow truck. This made absolutely no sense to me, but I video documented.We did have some interior items break (as if things were glued together right before our trip.) and the s*** screens let in desert bugs :(However, a series of dashboard errors came up regarding the traction control system in *********** in a windy area, while the brakes made a loud clicking sound from that point on. We told COA all of this and they reminded us of their person 500+ miles away. This company is out of touch with real customer safety vs cost.Rent at your own risk!

  

  Business Response

  Date: 06/10/2024

  Hi,

  We sincerely regret that ******************** experienced multiple issues during his one-way trip from **** to ******. As of today, June 10, 2024, we have received and created a claim for ********************. Unfortunately, it appears that ******************** has not provided Cruise America the opportunity to address and resolve these issues. We are dedicated to reaching an amicable resolution and require time to thoroughly review his claim. Please note that we have other claims that were filed prior to ************************, and we are diligently working to respond to all claims in a timely manner.

  We appreciate your patience and understanding during this process. Once an agent is assigned to ************************ claim, they will promptly reply to his email.

  Additionally, please have ******************** provide all pictures and videos of the ** to *****************************.
  Thank you for your attention to this matter.

  ******

   

  Customer Answer

  Date: 06/10/2024

  Hello,
  

  
  

  We literally relocated across the ** to save our teenage sons educational future. We had already had such a horrible experience with another competitor of Cruise America that I reported their practices to the *** and canceled that booking with no refund, only to quickly try and come up with the Cruise of America alternative.

   

  Since it was my son that took the lead and booked the Cruise America back up plan last minute (which still required getting our whole family and 4 pets from ************ to *********, **** to get the **** the quality of the product/service was critical. The cost represents nearly 25% of our savings, and I therefore expected a much higher quality experience. However, even the company that rented us the ** complained the Cruise America computer systems were so outdated that it took many more hours than it should have to get us on the road. Thus, we lost precious time at the beginning of this trip as well.

  
  Unlike many other vacationers, we were not vacationing and I was trying to save my twice exceptional son and entire family on this same trip. I dont have the luxury of time, and BBB is the only real leverage I currently have.  Since I am not privy to the call logs and information that I personally gave to the Cruise America while I was on the trip, BBB continues to be the only impartial forum until this is resolved.

   

  I do not need excuses at this time or ti be put in line, I need a rapid resolution because again, I am literally trying to save my family, not entertain them.

   

  We are only in temp housing as I speak and I wouldve never have paid that much money for an **. If I knew the experience was going to be what it was. 
  

  I also do not know how to send large videos to an email address. That in itself does not seem reasonable, and there must be an upload site for such videos.

   

  Regards,

  ***************************

  

  Business Response

  Date: 06/14/2024

  Hi,

  Thank you for providing these details. We sincerely apologize for the issues the customer encountered during their **********************. Unfortunately, we have other claims ahead of the customer's that are currently in our queue awaiting assistance. I have personally assigned the customer's claim to myself and will be reaching out to them via email no later than Wednesday, June 19th, to address and resolve the matter.

   Thank you for your understanding and patience.

  ******

  Customer Answer

  Date: 06/17/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will await the Response from the Claims Adjuster.
  
  I will consider this complaint resolved IF the business does the right thing.  
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:06/06/2024

  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.

  I rented a ** from Cruise America to be picked on 5/1/2024. It had 2 breakdowns in 2 days. The vehicle air conditioner stopped working on the way home. The call center was not very helpful, it took most of the day to get it repaired. Most of my first day was lost. After leaving the next day and getting on the interstate the vehicle handled terrible, a stop and look at the front showed the inner part of the front tires worn, cords were showing (have picture). After spending most of the next day beside the interstate getting tires put on my second day was lost. After getting back on the road the vehicle still handled terrible, the front end needed work. This was very unsafe. I turned around and went home and returned the unit the next day because it was unsafe. I explained that if I was just camping and not driving I would have kept the unit. I would never go on a long trip with a vehicle in this condition. Maintenance on the ** seemed to be lacking. Serious problems with front end, no washer fluid, worn wiper blades. A sticker on the wind shield showed ****** miles since last oil change. The oil could have been changed since without the sticker being updated, a look at the dipstick seemed to confirm it had been a lot of miles since last oil change. I tried to make things work, I seldom complain about products or services, the air conditioner not working was not a big deal. I take safety serious and a poorly maintained unsafe vehicle is a problem. There were bugs, rattles, and it was dirty. I know how to clean and do not whine about minor things. I abandoned all plans and turned the ** in early because it was not safe. I was offered a small refund that amounted to about 2.5 days rent on a 13 day lease and certificate for future rental (not interested). I did everything I should do on my end to make things work. I will not compromise on safety. If I accept the offer I will pay them 10.5 days rent to coordinate and wait on repairs for their **.

  

  Business Response

  Date: 06/06/2024

  Hello,

  I apologize for the inconvenience. In the hopes of settling the claim, we will be increasing our final offer without including a gift certificate. We will reach out to **************** with our new proposal.
  

  *****

  Customer Answer

  Date: 06/10/2024

  This is not a good offer. I am paying you to coordinate and wait on repairs for your **. I got no use from it. The ** was poorly maintained and the problem was safety. 

  

  Business Response

  Date: 06/12/2024

  Hello,

  I deeply regret any disappointment our offer *** have caused you;that was never our intention. We are sincerely sorry for any inconvenience you experienced during your rental. We have made a third and final offer to **************** this offer will remain open indefinitely, so that in the event he chooses to redeem it in the future it will still be available.

  thank you,

  *****

   

   

  Customer Answer

  Date: 06/16/2024

  
  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:05/07/2024

  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 broke down on a mountain pass with little to no shoulder. With no brakes to get down. It was a very dangerous spot for us to be in. Not only for us, but the other motorists on the pass as well.The only reason we got off the pass after a few hours was calling the ******************* Who had to contact Cruise America and tell them to get us off the roadway.Then Cruise America wanted us towed to the closest ******** The tow driver explained that where it was located that would not work. Also in a very bad neighborhood. So he had to get it approved to be towed to a Cabela's parking lot. Where we sat for 24hrs with no information on what happens next.They left us stranded for 24 hrs.The next morning we called and they said they were working on getting a mechanic to **. A mechanic finally arrived around lunch time. He told us had he known about this yesterday (the day we broke down) he would have the parts. But since he did not know he did not have the parts and would not be able to get them on a Sunday. So he said we were SOL. So once again WE started calling CA who told us we would have to stay in the parking lot another day and wait for it to get fixed and if we left the ** we would be charged a 3000 dollar abandonment fee. We told them there was no way we could stay another night in the parking lot. FINALLY, they said well you can break the contract. We rented a Uhaul, packed up, and got out. We were told we would be contacted by a supervisor regarding a refund. That has not happened.Not to mention one time I called an employee gave me a fake extension. I asked for the extension of the person assigned to our case and he said no. Then I asked again and he said it was 1000. That was a straight lie. That extension did not exist.This is no way to operate a business. My family's life was in danger on a mountain pass on I90. Cruise America would have just left us there for days had it not been for *******************

  

  Business Response

  Date: 05/15/2024

  Hello,

  I want to extend my apologies for the difficulties the customer encountered during their recent trip, particularly the breakdown incident on the road. We take such matters seriously and are actively addressing them. Although we did not directly receive the customer's email, it was forwarded to our Customer ******************** by another team to initiate a claim. I have now assigned responsibility for the claim, and am currently conducting a thorough review and investigation.

  Once I have completed this process, I will respond to the customer's email with a proposed compensation plan that adheres to the terms and conditions stipulated in their rental agreement.

  Thank you for your assistance in this matter.

  ******

• Initial Complaint

  Date:04/23/2024

  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.

  Cruise America has no regard for their customer's safety.My wife and I rented an ** to drive from *********** to ******. After our first night, we realized the heater wasn't working after a very cold night. The ** was so cold that when we used the bathroom in the morning our urine broke the ice in the toilet. After an hour of troubleshooting we realized there was a bigger problem. *********** was still being fed through the ** even after we turned all propane gas OFF. We also noticed a slight scent of propane in the cabin. After 4 hours at a local mechanic (to no avail) we were sent on our way with a space heater. Cruise America says they do not give refunds if you don't have A/C or heat. However, they do not reference toxic gas in their agreement. We called them in and asked what they would do about the propane leak in the cabin and they told us to continue driving to drop off the ** like we agreed. I asked for the service records from Cruise America from before we picked it up and after we dropped it off and they would not share. Refused any type of compensation in return and basically told us to go pound sand. I 100% do not recommend anyone use Cruise America. They have zero regard for you and your safety and ONLY care about what they get paid.

  

  Business Response

  Date: 04/23/2024

  Hello,
  
  I apologize for the inconvenience experienced by the customer during their **********************. Upon searching for ***************** in our records, I was not able locate any rental associated with that name, nor has he contacted our Customer ******************** to initiate a claim. I will be reaching out to the customer using the phone number provided here to gather more information. Thank you for bringing this matter to our attention, and we aim to achieve a satisfactory resolution.

  Customer Answer

  Date: 05/07/2024

  I was contacted by Cruise America. They found my record, it was under my wifes name and not me. They said they would research my complaint and get back to me (which they have not done and it doesnt surprise me).
  
  The response they gave you may have been correct at the time (my name wasnt in the system), however their subsequent communication with you was false. My wifes information was.  I have not heard back from Cruise America and my complaint is by no means resolved. 
  
  This seems like a game they play to have favorable responses on a credible site and still continue to disregard their customers and their safety. We were in a vehicle for 5 days that was leaking propane into the cabin and were forced to continue to drive it to the final destination ***** miles alway, even after multiple cals with their customer care team while we were on the road.  They didnt even document the leak in the call notes. I found out about this when we dropped the ** off at our final destination and was furious the call notes didnt reflect the problems we had. Their offered remedy was $100 and a gift card to use their company again. Completely insulting. 
  
  This complaint should NOT be closed. This complaint should be blasted all over your site and the complaint shouldnt be closed until it is actually satisfied. 

  

  Business Response

  Date: 05/07/2024

  Hello,

  Upon reevaluating the customer's claim, we acknowledge any oversight and extend our apologies for any inconvenience caused. However, we stand by our full and final offer as communicated to the customer via email. Our intention is to adhere to the terms and conditions outlined in the rental contract agreed upon by the customer at time of **********************, and we do not intend to cause any offense or discomfort with our offer. The cessation of communication between myself and the customer occurred following the customer's decision to seek legal counsel regarding this matter. It is important to note that the customer's request for a full refund is not in line with the terms and conditions specified in our contract. The offer presented to the customer includes a Gift Certificate and a credit more than $100.00, which we believe is a fair and reasonable resolution considering the circumstances. I will promptly reiterate this offer to the customer via email, reaffirming that it remains full and final.
  

  Thank you for your understanding and attention to this matter.

  ******

  Customer Answer

  Date: 05/10/2024

  Cruise America was asked to share the repair records for the unit that we were in, they refused.  There were repairs done to the unit before we picked it up and after we dropped it off, Cruise America refused to share those records.  There was propane leaking into the cab of the unit we rented for the entirety of our trip and we were told by their customer service people to keep driving. In addition, their customer service people didn't properly document the calls and once we reached our final destination we ensured our record was properly updated to reflect the negligence on Cruise America's part. 

  They continue to say they are abiding by the terms of their contract. I read the contract I signed from top to bottom. There is nothing in their contract that talks about what they do for customers when propane is leaking into the cab of an RV, TOXIC fumes leaking into the cab of an RV - there's nothing in the contract about this.  There response, unfortunately is completely false.  I refuse to accept an offer of a gift certificate to spend more money with this company considering they aren't even willing to acknowledge that they allowed an unsafe vehicle to be occupied by an innocent customer.  I asked for the repair notes in hopes of ensuring that the unit was repaired after we dropped it off. 

  In lieu of a refund, I would accept the repair records on the vehicle we had simply to ensure that another customer wasn't put in the same danger we were.

• Initial Complaint

  Date:04/19/2024

  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 an ** for three nights. RA#: ******** RES#: ****** Depart Date: 04/06/2024. UNIT: ****** The ** we rented was malfunctioning. We were told it was ready to go, but learned later that something was missing in the de winterization process. We had a lemon. We want a refund.After discussing the needs of my family with using the hot water from the ** during our trip with the staff who gave us our walkthrough, and learning the procedure of how to get hot water to run, we set off on Saturday morning in our ** rental with the instructions and belief that we'd be able to use the ** as we planned and have hot water to wash with. The assistance line called us and found a place to repair the ** on Tuesday. That would not work as we would return the ** Tuesday morning. Middle kitchen drawer glide is broken ** was not as clean as expected Dead bugs in vehicle Hair found in drawers Paperwork for guest from 11/2023 found by the user manual Water near toilet on floor High noise level when driving despite all windows being closed - squeaks galore and ******* winds like a hurricane all the time. - no sound baffle Cabinet door above single seat hinge missing pin Outlets do not work while driving - passengers required to charge devices via precharged batteries ** suspension system was impossibly stiff and rigid resulting in extremely loud bangs every single concrete seam and uneven surface. We tried everything to fix the hot water. Nothing worked. We could not use the ** as we had hoped and needed to get a hotel mid trip to provide the warm water we needed. We remain disappointed with the rental post return. We were told it was ready to go, but learned later that something was missing in the de winterization process. We had a lemon. We want a refund.

  

  Business Response

  Date: 04/22/2024

  Hello,

  I wanted to address the concerns raised by our customer, ****, regarding his recent trip experience with us. Firstly, I apologize for any inconvenience **** faced during his trip. We strive to meet and exceed our customers' expectations, and it is disappointing to learn that we fell short in this instance. **** concluded his trip on 4/09/2024, and we received his email in our Customer ******************** on 4/10/2024. I acknowledge that we have not yet reached out to **** regarding his rental, and I apologize for any delay. This delay is due to the other claims in our queue prior to his.
  

  To expedite resolution and ensure proper handling of ****** claim, I have personally taken charge of this matter. I will be contacting **** by tomorrow via email as I will be gathering information today regarding his claim.
  
  Thank you for your patience and understanding as we work to address ****** concerns promptly and effectively.

  ******.

  Customer Answer

  Date: 05/07/2024

  Subject: Reopening Complaint - RV Rental Experience
  
  Dear Operations Department,
  
  I hope this message finds you well. I am writing to reopen the complaint regarding my recent RV rental experience (RA#: ******** RES#: ******) and to address the response provided by your team.
  
  Firstly, I appreciate the effort made by your team to address my concerns and the offer presented as compensation. However, after careful consideration, I must respectfully reject the proposed resolution. While I understand the limitations outlined in the rental contract, the extent of the issues encountered during my rental significantly impacted the enjoyment and functionality of the trip.
  
  In addition to the hot water malfunction, which was the primary issue, there were several other concerns that marred the experience. These included cleanliness issues, maintenance issues such as broken drawer glides and cabinet hinges, as well as extreme discomfort during driving due to very loud noises related to suspension problems. These collective issues led to a substantial disruption of our plans and a considerable inconvenience for my family.
  
  Therefore, I kindly request the following additional considerations:
  
  A reassessment of the compensation offered, with a focus on providing a more substantial refund rather than a gift certificate. Given the severity of the issues and the impact on our trip, I believe a refund more in line with the rental fee is warranted.
  An acknowledgment and address of the additional concerns outlined above, along with a commitment to improving the quality and maintenance of your rental vehicles to prevent similar issues for future customers.
  A longer period of time between the company response and my reply - as the company had been given at the start of this notice. I emailed the customer service team on 4/10, but they did not respond until I had filed with the BBB and then replied to me on 4/22. I ask for 12 days to reply.
  Please reinstate my company review, or provide me with reasons to why it was removed. I will rewrite it if necessary.
  In summary, my desired resolution remains a more significant refund reflective of the issues encountered during the rental period. I hope we can work together to find a solution that satisfies both parties and resolves this matter amicably.
  
  Thank you for your attention to this matter. I look forward to your prompt response.
  
  Sincerely, *******************
  

  

  Business Response

  Date: 05/07/2024

  Hello,

  We received the same email on 5/03/2024 from customer ****. I have responded to customer **** via email already on the same day received. Here was response:

  "Dear ****,
  
  I am ****** from Customer Relations at ********************, overseeing your claim. I trust this email finds you in good health. I regret that my previous offer did not meet your satisfaction.
  
  Regarding the quality of maintenance, our RVs undergo a meticulous process established by Cruise America. Upon return to a Dealer or Hub, they conduct servicing,inspections, and ensure cleanliness for the next potential customer. All of our Dealers are partnerships of Cruise America, renting out RVs from their establishments, and are responsible for maintaining our RVs in prestige condition for subsequent customers. Customer feedback is highly valued as it enables us to provide training or refamiliarize with our protocols again.
  
  I understand that we did not reach an agreement on my previous offer. During our last conversation, you mentioned considering legal counsel with your attorney,which is within your rights as a consumer. However, please note that my offer remains open indefinitely should you decide to redeem it at a later time.
  
  Thank you for your understanding and consideration."

  As of today, we have not received any response from customer ****. 

  Thank you,

  ******.

  Customer Answer

  Date: 05/09/2024

  My attorney will be in contact with the company. Please keep the case open until resolved through the legal system.

   

  ****

• Initial Complaint

  Date:04/16/2024

  Type:Customer Service 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.

  **************** and unwarranted extra charges by the rental office ruined the entire ** rental experience. I rented an ** and was charged a housekeeping fee and sewage dumping fee, despite thoroughly cleaning the vehicle, dumping the sewage myself, and calling prior to the inspection to inform the office. Despite this, I was charged and when I called to inquire, the gentlemen was combative. I asked repeatedly what about the vehicle required housekeeping and he wouldnt specify, saying only that it was dirty and what dont you understand about its dirty. Finally, after 7-8 tries, he said that there was pet hair inside the unit, even though we didnt have a pet, and that there was sand inside the rental. I know this to be 100% false, as I stated that I turned in the ** absolutely spotless, to which my wife and son can testify. Originally, he stated that the person who inspected the ** noted that it was dirty. I asked if I could speak to the person to inquire about what was dirty and he replied that its me and that theres nothing that he could do because the bill was finalized. He also stated that it didnt matter that I dumped the sewage because I put the cap back on, even though I called and explained to the office before the vehicle was inspected, that I had dumped the sewage. He became belligerent, raising his voice and interrupting me repeatedly, saying that its my word against yours. I have receipts to document the sewage dumping was completed and that I returned the propane twice as full as when rented, a fact that was frustrating since it wasnt full for my rental.This experience left a lasting impression. I was taken advantage of by an unscrupulous rental office that added unwarranted fees. As an active duty service member, this is especially frustrating as my honesty was questioned and is worrisome just miles from a large military base where troops can be treated poorly and taken advantage of.

  

  Business Response

  Date: 04/17/2024

  Hello,
  
  I'm sorry to hear about your experience upon returning from your trip. Your email reached our Customer ******************** on April 16th, and we promptly initiated a claim on the same day. Typically, it may take 5 10 days to assign a representative to handle your claim. However, I have assigned the claim to myself and aim to respond to your email within 2 3 business days after completing my investigation.
  
  

• Initial Complaint

  Date:03/12/2024

  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.

  Says Im 4000 characters over. I can email you everything. Ive already emailed it to cruise America. I cant upload my files. Says theyre too large. I can email them also. I have emailed them to cruise America also.

  

  Business Response

  Date: 03/13/2024

  Hello,

  ************** called in on 3/11 stated had emailed Cruise America several times, emailed him to submit email regarding his experience with the ** and created a claim on the same day. Informed ************** once his claim is assigned to someone, they will reach out to him, typically takes 3 - 5 workdays, we work the claims in the order they come in. I will assign the claim to myself but will still take 2 -3 days to get through my case load.

  thank you,

  *****

  Customer Answer

  Date: 03/15/2024

  I do not accept the $150 voucher for future use or the $135 credit.

  Nope full refund. I was told I would be receiving a $639 refund in 24-48hrs for the security deposit, the day I returned early plus insurance for that day and the mileage I didnt use. Its now been 96hrs and no credit to my account has been initiated or posted. Shove your $150 voucher. Ill  never use cruise America again. Ill notify the BBB yall dont wanna help. If they cant resolve it well just take it to the next level. How can I trust anyone to do anything they say when Ive yet to receive the initial refund Im due?

  

  Business Response

  Date: 03/19/2024

  Hello
  
  Regarding the full refund, unfortunately, a full refund would not be due. Looking at your rental information there was a total of 1398 miles used in the unit meaning we would have to charge for services rendered. I did see that the dealer previously issued $110.00 credit for the early return. I have received your reply for the refund off your deposit, you should see the funds of $639.61 back in your account in the next 5-7 business days depending on your financial institution. Your last day of rental was March 11, 2024,so the funds should be available no later than tomorrow. I apologize for the delay in responding to Mr. ****** emails regrettably it does take a few days to respond. We do have to thoroughly review each claim received before proceeding any further and have made a second offer to ************** today,  

  Customer Answer

  Date: 03/20/2024

  I have not gotten any refund. The $639 is my money to begin with. You emailed me and offered $135 cash and a $150 voucher. Then you emailed and offered $235 cash. Whats the issue. Refund. Now. The rv was faulty, not clean, full of mold, full of leaks inside and out and unsafe. Would you like to see the pictures and videos again or speak with the 5 eye witnesses?  The RV was returned in better condition than I received and with a full tank of fuel. It only had 3/4 tank on pickup. Im not sure what the issue is.  Who do we talk to next. This is going nowhere. I cant even get the money thats due to me let alone the refund Im requesting.