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

  824 W Route 66 Flagstaff, AZ 86001-6261

  
• 

  Cruise America Inc

  1601 E Busch Blvd Tampa, FL 33612-8659

• 

  Cruise America Inc

  2230 Cinnabar Loop Anchorage, AK 99507-3151

• 

  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:01/29/2024

  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 ** from the ***********, ** location from 1/11/2024 through 1/15/2024. When arriving at the first campsite it was clear the ** had numerous issues. There was no heat in below freezing weather. The fuse box that controlled the refrigerator, freezer, microwave, and all onboard power outlets was not working. I called the 1800 number provided where the help desk employee walked me through all possible trouble shooting and it was determined none of those items worked. I was then instructed by the helpdesk employee to turn on the generator and see if that made a difference, it did not. It was then determined there was no option for a service center close by and we would be without heat or working appliances for the duration of the rental. After the rental was returned, I tried to work with *************************** out of the ************** to come to a compromise to be reimbursed due to all the noted issues. ****** offered a gift certificate. When I expressed that a gift certificate is not the method of refund I wanted he stated he was unable to provide a refund back to the card. I supplied proof from other BBB complaints that refunds back to the card are indeed an option and he told me he would not be issuing it and to file a formal complaint with BBB. See attached email chain. These issues were not the fault of me as the renter and therefore I should not be charged the full price for the rental. These items (heater, refrigerator, freezer, microwave, and outlets) were part of the advertised ** were unusable and unfixable during my rental period and I am requesting compensation for that. I am agreeing to the $250 amount (for the unusable heater, refrigerator, freezer, microwave, and outlets) and $3.50 for the improper generator charge for a total of $253.50 to be refunded back to the file. I am highly disappointed with the customer service as I have been in contact with a member of Cruise America daily since my return to try to resolve this privately.

  

  Business Response

  Date: 01/30/2024

  Hello,
  
  We apologized that the customer encountered these issues during their trip. After reviewing ********* claim, *** reached out to the Dealer locations where ******** picked up and returned the *** The representative at our Albuquerque Dealer was able to have their certified mechanic checked the ** that ******** rented and found no issues with the electrical system in the ***Per our Travelers Assistance log and call, the Travelers Assistance agent did advise to purchase a cooler and ice and keep receipts for reimbursement at the time of drop-off, since the refrigerator wasnt working during the time of troubleshooting. As I have spoken with ******** via email, we are willing to offer a credit of the generator usage of $3.50 and a Gift Certificate of $250.00. This was our second offer and will remain as our full and final offer, it will be open indefinitely incase ******** would like to redeem it in a later time. I will reach out to ******** via email to reiterate our offer.

  Thank you,

  ******

   

  Customer Answer

  Date: 01/30/2024

  As discussed with ******, i am agreeable to the amount of the refund but the method is what is being discussed. I see on numerous other replies through the BBB that refunds to the card are available and that is all that i am seeking.

  The services that were advertised were not in proper working condition for the duration of the rental with no service center around and therefore the overall price should be reflective of that.

  I am not seeking reimbursement for the goods purchased to handle the broken **, i am asking for the money to be refunded back to the card for the portions of the ** that were unusable even though the original agreement said they would be in working condition. 

  

  Business Response

  Date: 01/31/2024

  Hello,
  
  As discussed with ********, we had the motorhome inspected by a certified mechanic that all appliances and outlets were working properly. As explained, we are willing to remove the generator usage fee since our Travelers Assistance asked to turn it on for troubleshooting. We have tried to explain to that we compensate accordingly from our contract and other customers have different scenarios as hers. She acknowledged our Terms and Conditions of the contract when renting an RV with Cruise America. We have made a couple offers with a Gift Certificate and will also remove the generator cost, but this be our full and final offer. This will remain open indefinitely incase she would like to redeem it in a later time.
  
  Thank you,
  ******

  Customer Answer

  Date: 02/01/2024

  The rental agreement and the advertised ** did not mention that numerous items within the camper would not be in proper working condition and would be unfixable during the rental. Providing a credit for future use does not justify the price paid for what should have been a fully working unit. I signed and agreed to the contract prior to the awareness of the broken items. The overall price (after the refund of $253.50) is acceptable for what parts of the ** were in proper working condition for the duration of the rental.

   

• Initial Complaint

  Date:01/29/2024

  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.

  Hi, we hired an ** from cruise America in October 24. There was a number of issues with the ** during the time we had it with the main one being an issue with the grey water pipe which left us unable to use the shower and a distinct smell throughout the ** for our entire trip. This resulted in us having to go 3 days unable to shower at all as we were away from public facilities then, and myself having to try to sleep on the ground outside due to the smell being so bad. Cruise America have accepted in writing this is unacceptable and have made a settlement offer of $200USD ****** and a $300 cruise America voucher. I have explained to them that the voucher is of no value to us as we will not be travelling there again and asked that the settled be $500usd as opposed to split between ****** and voucher. They are refusing to do this and stating their policy is they do not offer more than $200Usd ******s. I disagree that they get to determine what their max ****** amount is. The amount ******ed should be commensurate with the issues experienced and the impact on the service which in our case was significant. The contact Ive been dealing with at cruise said in writing they agree more than 200 is reasonable and they would if they could, but their policy wont allow.I am not asking for anymore than what theyve already offered, Im just asking its in a form thats useful to us which is ******, not voucher. Im seeking your assistance to resolve this matter please. I can be contacted on the email provided. Thank you in advance. ***

  

  Business Response

  Date: 01/29/2024

  Hello,
  
  We apologized that the customer encountered these issues during his trip. After reviewing our Travelers Assistance log and calls, customer called in once only regarding the refrigerator not working. Travelers Assistance agent emailed over a N-Codetroubleshooting steps for it, while the agent started to search for a nearby service. Travelers Assistance agent made several attempts to call the customer but no response and no update from the customer. Our Travelers Assistance were never made aware of any smell and/or grey water pipe issues from the first call from the customer, only the refrigerator. This gives us no chance to be able to assist the customer specifically for these issues during their 11 days on the trip. The agent from Customer Relations did mention that the Gift Certificate is an optional to accept, but the $200.00USD will be our full and final offer.This is not per our policy in Cruise America, this was a decision as a team that is a reasonable offer for this customer. I will reach out to the customer via email to reiterate the offer. 

  Thank you,

  ******

  Customer Answer

  Date: 01/29/2024

  Just because the issue with the smell was not raised on the phone does not mean it was not raised with CA. We raised it at the depot pick up. The ** was filthy on our first inspection and we had to ask them to clean it before we took it. We were told that the smell would dissipate over time and to get some sewer treatment tablets to flush through the system (which we did at our own cost). Given we were told by the depot it would slowly disappear we thought the issue was solved and therefore didn't need to raise it. The issue is it didn't dissipate over time, in fact it got worse, and by that stage we were in the desert and had no access to phone or internet.

  We raised again on our return to the depot where they were extremely apologetic. they confirmed the issue must've been greater than they first thought and advised us to take photographic evidence of the issue (ie. pooling water in the shower), which we did. They advised they could offer us $200USD on the spot but that we should take it up with complaints as our issues deserved more and they were capped at $200USD, which we did.

  I dispute the company's response that the $200USD isn't policy driven, I have it in writing from them numerous times that it is. if they are now saying it's not, then that is disingenuous at best, and flat out lying at worst.

  I rarely if ever complain about service, i consider myself to be a very reasonable person. but this experience was absolutely terrible.

  Given the company's inability to negotiate reasonably, I'd like some advice please from BBB as to my next causes of action to resolve this issue., if legal action is required then that is what I will pursue.

  Thanks,

  Ben
  

  

  Business Response

  Date: 01/30/2024

  Hello,
  
  We have made a reasonable offer that aligns with our contract that *** has acknowledged at the time of pickup. We believe our offer of the credit amount and sizable Gift Certificate is well in reasonable and this would be our full and final offer, it will remain open indefinitely incase he would like to redeem it in a later time. 

  Thank you,

  ******

• Initial Complaint

  Date:01/15/2024

  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 am writing to express my deep dissatisfaction with the experience I had at the ** Rental Center in ***********************, which is an agent of Cruise America. I believe that this business has engaged in fraudulent practices by misrepresenting the operational status of the ** that I rented from them. During the initial walkthrough of the vehicle, I noticed a loose kitchen countertop. I pointed out this issue to the rental representative emphasizing its severity and expressing our concerns. I was assured that it was a common occurrence in **s and would not pose any problems during our trip. However, throughout the entire journey, we found the travel in the ** to be excessively noisy. The sink top was not properly attached to the cabinet, resulting in a continuous banging noise from the drop-in stovetop. Our first night was marked by several malfunctions. The toilet, kitchen and vanity sinks were leaking water inside and outside of the **. We contacted the rental location twice with no response, so we called the 800 number multiple times until we were able to speak with a Cruise America (CA) representative. Following the instructions from the ******, we attempted to address the leaks ourselves, but the problems persisted. We were promised a return call with directions to the nearest CA repair facility but that promise was never fulfilled. We decided to proceed to the next repair location in ********, **. We spent hours at the repair location. The tech said he could only "jerryrig" the ** using duct tape and defective parts as he did not have the correct parts. We were in correspondence with Cruise America's customer service for several weeks, sharing our experience and seeking a partial refund. While CA acknowledged that the rental unit fell short of their standards, they have refused to provide any form adequate compensation. I kindly request that you take immediate action to investigate this matter. I have more supporting information for this complaint if needed.

  

  Business Response

  Date: 01/16/2024

  Hello,

  Im disheartened to hear about your experience with cruise America, I truly hope your trip still had its great moments. I want to apologize for receiving a unit in that condition, that is not the norm for us. Our goal is to provide a full working motorhome for our customers, to receive anything less is disheartening. Unfortunately, our response remains the same from the statement submitted on 8/31/2023, we have made two offers to ****************** and our last offer is our full and final offer. This offer will remain open indefinitely so that in the event you choose to redeem it in the ********* will still be available. If you have any questions or wish to redeem the credit, please email us at *****************************.

  With respect,

  *****

• Initial Complaint

  Date:01/14/2024

  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.

  Recently rented a 22 RV with Cruise America. We did the research regarding potential pitfalls and accepted that some risk is part of the adventure. On arrival at the rental site, we did our due diligence for basic safety operations during the walkthrough, however we were distressed by safety concerns that became more and more pronounced and ultimately led to us returning a day early. RV ****** out of ********** ** had numerous issues out the gate. From the poorly caulked seam on the roof to the flapping weather stripping of the side door. The septic hose line cover was taped on by the rental facility prior to our departure after they noticed it wouldnt stay sealed. The cover of the fuse box under the hood was ***** and the fuse box has pine needles and dust inside. A Tire Pressure Sensor Fault alarm went off every 30 minutes despite us constantly reassessing tire pressure of all four tires. There was a distinct steering wheel shimmy between 55-60mph, more pronounced on downhills. But the biggest issue of all were the mirrors. The interior control k*** did nothing to adjust the mirrors. Then the free spinning drivers wing mirror became such a nightmare we turned around and came back early. Manually tightening the s**** proved fruitless due to the s**** being entirely stripped. Duct tape was applied, and reapplied, and re-reapplied with extremely limited success. We had to dive off of the freeway multiple times to apply more tape in the dark. Cruise America was contacted regarding this extreme hazard to our safety; their suggestion was to drive it in that wildly unsafe condition over ************************************************************ stock. We applied over an entire roll of duct tape to the mirror in an attempt to return without potentially catastrophic results. We requested a callback from Cruise America regarding this specific issue and as yet have heard no reply. We are extremely dissatisfied and cant overstate the danger of the issue.

  

  Business Response

  Date: 01/16/2024

  Hello,

  I am sorry to hear about the trouble you had with the motorhome. I reviewed the unit number ****** and did not locate a reservation or claim under your name. I will email you, if you can please provide me with the name and reservation number for the ** rental. I will then open a claim regarding the issues you encountered.

  Thank you,

  *****

• Initial Complaint

  Date:12/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rented RV on 12/21/23. While driving on I95 in ** late in evening 12/22 a passing car kicked up rock and shattered our driver side window. Reported it to ****** rep following accident. Was advised to call driver assistance in morning. Called first thing am of 12/23/23 was told it was Christmas so it was my responsibility to secure the window until Tuesday the 26th. Was told I needed to get RV to ********* ** for either repair or trade out for another vehicle. We were told Cruise America would call us Tuesday to give further directions. No one called so we started calling them. We have been repeatedly told that they will call us back with a plan. Nothing has happened. We have been given complete run around. We must leave ** at 6 am on 12/28 and it is currently 4:45 pm on the 27th and again we have been told the manager in charge is on break and they will call us back. The vehicle is not safe to drive and we must travel from ******** ** to ******* ** with NO driver side window! The final conversation ended in ******* telling me they can't find the glass and they would need another 3 days to figure something out. This is a national RV company and they have left us stranded with no window, no solution. I don't think it is fair for them to charge us **** dollars for this terrible experience.

  

  Business Response

  Date: 01/02/2024

  Hello,
  
  I do apologize for the inconvenience, and the issue that **************** experienced. No email was submitted to Customer Relations regarding these issues to review for compensation. I will create a claim and reach out to *****************

  Thank you,

  *****

  Customer Answer

  Date: 01/04/2024

  The business response to our request was not sufficient in addressing the issue.  We contacted, emailed, them to discuss the matter and have not received any reply back.  This was the same unreliable response that we received while stranded in the road with a broken driver side window.  We contacted them several times and were not allowed to perform the repairs necessary to the vehicle on our own.  They indicated that they would provide that service with a repair or vehicle replacement.  They did not for the length of the rental period.  The accident occurred on the second day of an 8 day rental period.

  

  Business Response

  Date: 01/10/2024

  Hello 
  Emailed **************** on 1/2 with an offer, offer was not accepted, apologize that our offer is a small amount compared to what youre seeking. Submitted a final offer still not to customers' expectations but was accepted. Will process credit back to customer credit card on file.

  thank you,

  *****

  
  

  Customer Answer

  Date: 01/11/2024

  
  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:12/21/2023

  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.

  The following description of my complaint was sent to Cruise America.: "Upon returning the ** on December 13, 2023, I was notified of a charge amounting to $1350 for damage to the hood. I would like to bring to your attention that I possess a clear video showcasing the ** in your parking lot before its return, clearly depicting the hood in impeccable conditionreflective of its state upon my initial rental. I have attached this video for your review.Additionally, during the return process, I was informed that I would receive an email containing images substantiating the alleged damage. However, I have not received any such email, raising concerns about the validity of the claim.This situation has left me with a sense of unfair treatment, leading me to request a full refund of what I believe to be an unwarranted charge."They responded with pictures that do not show the damage. They acknowledged this in their email response, but claimed, without evidence that they are aware that we stood on the hood during our rental. They did not bring proof for this suspicion, although they claim they have video supporting it, which they did not send **** suspect they charged my $1500 for the repair, and did not even repair the hood, as it was returned in perfect condition, rather they just kept the money that they "paid" for the repair (they attached an internal invoice detailing the "repair" cost).I have a video of the ** before I returned it, showing the hood in perfect condition. I cannot attach it below as it is more than 5 MB.

  

  Business Response

  Date: 01/03/2024

  Hello,
  **************** was accessed a damage charge of $1350.00 due to damages on the hood caused by installing/removing signage from ****** which deviates from our standard guidelines and constitutes a breach of contract, this was previously discussed with our ****************** The attachment of banners or signs to our vehicle is a violation of our agreement. The damage to the vehicle was a direct result of these actions, we regret that we would not be able to proceed with any refund. The terms of our contract are clear in this regard, as outlined in the 'Prohibited use of the Vehicle' section. Specifically, clause 6 emphasizes that any breach of contract voids certain limitations of responsibility and may render you liable for associated damages, costs, and legal fees. To reiterate, as per clause (u), the placement of any signs,lettering, or other modifications on the vehicle is strictly prohibited and can have significant contractual repercussions. For further details in this matter,please contact our claims department at **********************************

  Customer Answer

  Date: 01/03/2024

  Hi,

  
  

  I am writing to you regarding the $1350.00 damage charge that you have unjustly imposed on me for the supposed ************* damage during signage installation.

  
  

  I categorically deny your claim and demand that you retract it immediately. You have no evidence to support your accusation and you have no legal basis to charge me for something that I had nothing to do with. Your charge is based on a false assumption and it is a clear violation of my rights.

  
  

  I expect you to respond to me without delay and apologize for your mistake.

  
  

  Sincerely,

  
  

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

  

  Business Response

  Date: 01/10/2024

  Hello,

  I am sorry for any inconvenience this may have caused, but you would need to contact our ***************** at ********************************** for further assistance in this matter.

  Thank you,

  *****

  
  
  

  
  

• Initial Complaint

  Date:11/22/2023

  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.

  see Attached document

  

  Business Response

  Date: 11/29/2023

  Hello

  We will have our Sales department reach out to **************** to further assist him regarding the repair issues

  *****

• Initial Complaint

  Date:10/25/2023

  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.

  In ******* of 2023 we rented an ** from Cruise America to drive one way from ****** ***** to ************ **********. We put down a refundable 300$ security deposit. The ** we received was deplorable. It was falling apart, it had a hole in the windshield, it was filled with trash and filth, it had mold, the windows were glued shut (including the emergency exit), and the heater did not work (it was ******* so this was a big deal for us). It had a leaky roof which allowed rain water to come down onto the queen **** The bumper was falling off. We were given the old bait and switch. But the most offensive part was the fact that this company has an unreachable customer complaints department. I was in touch with their roadside assistant who said it was impossible to trade in this ** for a clean functioning one bit we could go sever hundred miles out of our way to have this one cleaned in **** *******. Our time frame did not allow for that. Then we were told we would be reimbursed for cleaning supplies. But when we attempted to contact their complaints department to negotiate a partial refund and let them know about our dissatisfaction they were unreachable. We ended up having to get an air b and b for the last few nights of our stay. It wasnt until 5 months later their complaint department reached out to me. By that time I had taken the matter up with my credit card company so they refused to speak with me about any of the issues we had. Then cruise America lied to my credit card company and told them that they had already negotiated a refund with us and that it had been handled. That was not true- it was our 300$ security deposit that was returned to us per the terms of our contract. So at the end of the day we were left in the lurch and never were able to have any communication with their complaints department. This company rented us an ** that obviously was meant to be scrapped but the dealer saw an opportunity to unload it on our one way trip.

  

  Business Response

  Date: 10/30/2023

  Hello,
  
  I do apologize for the delay in getting to your claim we are a small department and had experienced a turnover which delayed timely reply to your claim, this is not an excuse, but rather just to offer an explanation. When a customer makes us aware of an issue while on rent, our goal is to minimize our customers downtime. We are 100% aware that its not what you expected, and we want to be as swift as possible to remedy the issues. Despite our desire to promptly assist, we also have to contend with availability of the fleet,service, time of day, day of the week etc... In the majority of the cases where someone needs technical assistance, the quickest solution is to repair the vehicle.We dont know how long it would take until the vehicle is in service but in general, our statistics are showing that it is much faster to repair than replace. In this case, we offered to clean the ** in *********, and repairs for the windshield, heater and other issues would have been available in **** ** as well as a replacement unit. You declined these options due to time constraints traveling from ********** **. to ************ **.
  
  The bumper falling off, that was not accurate, the bumper might have looked as if it was falling off as one end hung down lower than the other but that also could have been correct in **** **. The $300.00 down payment is no refundable and is taken at the time the unit is reserve for the scheduled trip. The $500.00 security deposit that drops off the bill at check-in and is returned to the customer, net of any other variances between estimate (at check-out) and actual charges (check-in). Again, I am sorry for the delay and will email you an offer today.
  
  Thank you,
  
  *****

• Initial Complaint

  Date:10/21/2023

  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 purhased a ** thor majestic 28a from cruise america and 2 warranty on 8-9-2023, it drive very bed all over the road ,very dangerous, put my family and i in danger, on 8-15-2023, I return the ** back to cruise america, and cruise america had it 2 week,on 8-25-2023 I get it back, it drive just as bad,the ** was not safe to drive,I was told the ** was inspection, that was a lie, the saleman will lie to you and service manager will lie to you,on 9-18-2023 i take the ** to the shop, the ** new to customer, and fels all over the road,but mainly pulls to the left when you let go of the steering wheel. wants to make sure front and rear OK. inspect and advise,it need remove and replace defective front shocks. install alignment bushings as *** for wheel alinment and remove and replace leaf spring, shackler, ubolts and set thrust, i pick up the ** on 10-16-2023. SO IF YOU ARE LOOKING TO PURCHASED ** DO NOT GO TO CRUISE AMERICA ,all that will do is lie to you and take your money, I WILL BE FILED A LAWSUIT.

  

  Business Response

  Date: 10/26/2023

  I am sorry to hear about the trouble you had with the motorhome you purchased this is not the norm for us. We strive to provide a unit in good working condition for our customers and receive anything less is disheartening.I apologize that you had to take in the unit several times for repairs and you picked it up on 10/16/2023, was the unit repaired and now running fine if so thats great. If not, please reach to our sales department regarding the condition of your RV at ********************************************************* for additional assistance and request a manger to review the history of your RV and assure any mechanical issues are corrected.
  
  Thank you,
  
  Marco

  Customer Answer

  Date: 10/26/2023

  i do not accept the response, i will be filed a lawsuit monday

  

  Business Response

  Date: 11/03/2023

  Hello

  ************** is well within his rights to file a lawsuit but as a final option he might want to reach out to our sales department and request a manager regarding is repair claims, please reach out to *********************************************************.

  best regards,

  *****

• Initial Complaint

  Date:10/17/2023

  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.

  On October 1st 2023 we rented an ** from Cruise America to travel from ****, ** to ******, ********. On Oct 4th we were pulled over and informed that we had no functioning turn signals, running lights, break lights or hazard lights. We called the customer support line and were told to bring the ** in for repair. We spent over 10h in the driveway of the repair shop. The repair person struggle to repair the ** but stated he thought he had fixed some issues. Cruise America gave us no options for another vehicle, a place to stay or anything of the sort. In the end, the ** was not repaired at all and we were forced to drive a very dangerous vehicle to our final destination. We have since attempted to resolve the issue with the company and their final offer is a gift certificate to rent with them again. They will not reimburse for the lost time and lost reservations caused by the time in the shop.

  

  Business Response

  Date: 10/20/2023

  Hello,

  I am sorry to hear about the issues you encountered and would be happy to look into your claim. If you can assist me with some more info, can I get a claim number, reservation number, or the name that the ** was rented under please. unfortunately, I was unable to locate a reservation number under your name.

  thank you,

  *****