Complaints

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

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  Cruise America Inc

  11 W Hampton Ave Mesa, AZ 85210-5258

  
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  Cruise America Inc

  12201 Highway 99 Everett, WA 98204-5514

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  Cruise America Inc

  2915 N Orange Blossom Trl Kissimmee, FL 34744-1133

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  Cruise America Inc.

  2969 Marne Hwy Mount Laurel, NJ 08054

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  Cruise America Inc

  1543 Downtown West Boulevard Knoxville, TN 37919

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/09/2023

  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.

  We rented an ** on 9/8/23 to 9/11/23 from the Cruise America Rental location at ******************************************************. The rental number was RA#********. Once we arrived at our campsite, we hooked the ** up to water and power. We then went over to our neighbor's campsite for a visit and about 30 minutes later, we noticed water coming out of the ** door and seams. After some investigation we discovered the toilet flush pedal was stuck in the down position which allowed water to continually flow into the **. We contacted Cruise America and were told the only way to fix the problem was to drive it to a service center over an hour away from our location. They could not replace it with another unit, they could only repair it and could not guarantee how long it could take. Since we had no place to stay other than the **, we decided to clean up the water and remain in it for the weekend. All of this is complicated by the fact that we were out of cell service range while at the campsite in *******, ***** and were not able to send them pictures of the flooding that they had requested. Also, we were so busy trying to clean everything up that we did not have a chance to take pictures of the flooding. In fact, I did not find my phone until after we had cleaned up. When I returned it, I explained the issue and was told by the agent that the previous customer had the same problem with the flush pedal sticking. I asked for an adjustment to the bill and was offered either a $200 adjustment or a suggestion to contact the agency directly for a larger refund. I contacted the agency and was offered $100 plus a $350 gift card to Cruise America. I do not think either of these offers is sufficient for the hassle we went through due to this issue. I would like a refund for half of the rental (982.74/2=$491.37). I feel this is a fair amount to request due to the problems with this ** and the fact that we were provided a vehicle with a known issue.

  

  Business Response

  Date: 10/10/2023

  Hello
  
  I want to apologize for receiving a unit in that condition,that is not the norm for us. We have rigorous protocols in place to ensure this does not happen. 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 to the issues. It is not profitable for us to not help you. 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 without a diagnosis 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, you declined the repair option and opted to stay on the ** for the remainer for the weekend.
  
  When the ** was returned you mentioned the dealer offer a $200.00 credit or contact customer relations department to review the claim for possible additional credits. Our representative reviewed the claim and offered $100.00 and $350.00 gift certificate but was denied. The total rental cost, per your image attached was $864.15 with 574 miles used from 9/7-9/12. This depicts measurable utilization of the product, which does mean we have to charge for the services rendered. It is our ******* goal to reach an amicable resolution in this matter. I would like to offer the $200.00 credit previously offer by the dealer and No gift certificate since you have no interest using our services again per emails received. I will email ******* directly with this offer.
  
  Thank you,

  *****

  Customer Answer

  Date: 10/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

  Customer Answer

  Date: 10/20/2023

  I received the below message stating that the business will offer me a $200 refund and I accepted that offer. However, I have not received any refund nor do I have any way to contact this person to collect the refund. Therefore, I am rejecting the business's response. My desired resolution is that I would like to be refunded $200 to the original form of payment to credit card number ending in 4168. 
  

  
  

  

  Business Response

  Date: 10/26/2023

  hello,

  My apologizes, your right I don't see that I emailed you the offer for the $200.00 credit that is not like me but expect my email in the next few minutes and please reply accepting the offer and will process it as soon as I receive your email.

  thank you and I am sorry for dropping the ball.

   

  *****

• Initial Complaint

  Date:09/25/2023

  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.

  Complaint #1 I rented a brand new RV from Cruise America on 09/11/2023 from their ******* pickup location. When I pulled out of the parking lot the fuel gauge was reading 1/2 tank, I immediately pulled into a gas station and it took $275 to fill the remaining half tank? The gauge seems to stick around the 1/2 **** because I had the vehicle for 14 nights and the fuel gauge would always stick around the 1/2 ****. I filled the tank until the nozzle clicked on 3 occasions and on all occasions the gauge was showing just over 1/2, due to this fuel gauge I ended up taking the vehicle back with between 3/4 and a full tank of gas and I dont believe I really started with a 1/2 tank!Complaint #2 The fridge/freezer would turn itself off at random times, causing our food to go bad, there was also a serious issue with the control unit/*** tank as the control unit was always showing us that we had a full tank of ***, when we didnt, we could also smell gas leaking from around the fridge freezer area, we had to leave windows open 24/7. Due to the control board not functioning properly, I was charged for a re-fill of *** as the tank was empty, I think this is a common fault on these RVs as the representative who inspected the vehicle didnt even bother to check the control unit, he looked straight at the *** tank refill area to check the gauge outside. We was instructed not to go into that compartment as this was only for when a profesional was re-filling the *** at a gas station. Complaint #3 We had no hot water for the entire trip! This was so frustrating as I tried so many times to contact road side assistance and they answered twice, they promised a call back which never came. I had to read the manual which didnt help at all, after failing to get in contact with assistance I rang the original pickup shop, I spent hours on the phone to a mechanic which also did not resolve the situation.I am looking for compensation as all these issues really did spoil our vacation.

  

  Business Response

  Date: 09/29/2023

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

  thank you,

  *****

  Customer Answer

  Date: 10/02/2023

  I have given Cruise America a few days to get in contact with me and they have failed to do so 

  

  Business Response

  Date: 10/04/2023

  hello,
  I do apologize for the delay, a response was submitted to ******************** today at ***************************************

• Initial Complaint

  Date:09/22/2023

  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.

  Transaction: 6/30/23 Paid: $3143.48 Confirmation No: ****** Business committed to provide a clean, healthy, safe RV vehicle for rental.Dispute is based on the business's choice to rent out a RV knowing uncleanliness, health concerns, and safety concerns brought up by the customer on the day of the **********************. Condition of the rental:1) Uncleanliness 2) Sewer hose in the rear storage: Health risk 3) Rusted metal moldings, nails sticking out on floor, screws loose on the door hinge and door didn't latch: Unhealthy and Unsafe 4) Raised up metal trimming at the entry/exit steps. They were lifted up and a little toe can go under it: Trip hazard, unsafe and potentially life threatening.Issues were brought to the manager, **************************, and he gave us a Cruise America number to call. We were going to ask to cancel and request a refund. ****************** said that Cruise America will not do a full refund and he knew exactly what the corporate line was going to say. We said, "ok, hang on and let me make the call and see what they'll say." This is when ****************** said, "ok, please make the call, but in the meantime, we will take our rental, put it back into rotation for the next customer." I asked ****************** if he wanted to come out and take a look, to which he said, "No way. No time." He said, "Look, you have the keys, you can deal with Corporate Cruise America and raise your concerns." We complained to Cruise America following our vacation. With few emails they offered ~10% discount of the overall cost. We did not accept this (email chain available). What I asked was what governmental body enforces renters ********** until when do they have those rights (for example for a full refund), and who regulates the safety standards in a RV. Cruise America stopped responding to my email after I refused to accept the 10% discount.

  

  Business Response

  Date: 09/28/2023

  Hello
  

  Regarding the reservation # ****** the total on the rental agreement was $3489.18 and was refunded $621.42 leaving total charges of $2867.76.Our C- Class **s are rented regularly and some can have wear and tear, cleanliness and other issues. Brought to the attention of the manager should result in the unit being cleaned thou there can be a delay on the departure time. We do offer a full refund if a customer refuses an ** and wishes to cancel their reservation. I dont know why ****************** said otherwise and we will review our protocols with the manager in charge of this dealer and will provide retraining as needed. I did not see any calls to our ******************************* regarding the issues *************** mentioned. TA might have located a service center to resolve some or all of these issues. I pulled the *************** Acceptance Form signed by *******************************, (** renter) above the signature line it states Furthermore, I am satisfied with the vehicle cleanliness and service provided by Cruise America/Cruise Canada to date, with exceptions noted above. In this form there were no issues listed by the customer. The unit has been rented five times since Miss ******** rental and no calls or emails regarding the issues encountered. Cruise America has made two offers to compensate for the inconvenience with a day and half credit of a nine-day rental which is slightly over 10%. The ** was driven 730 miles, this depicts measurable utilization of the product, which does mean we have to charge for the services rendered. It is our ******* goal to reach an amicable resolution in this matter and will do a final offer of two days rental.
  
  Thank you,
  

  *****

  Customer Answer

  Date: 10/24/2023

  We reject the business response due to the following reasons.  
  

  
  

  First, the business failed to indicate anything was done to correct the situation other than, "I don't know why...but will retrain as needed."  Second, the refund cost mentioned has nothing to do with the problem at hand, other than that overall cost was less than quoted because we didn't utilize the anticipated use in nine days, not because the business refunded us for the 'problems' mentioned.  Lastly, the business continues to blame the customer for 'not contacting TA to resolve the problem.'  The issue is that the customer brought the problem prior to leaving the business property and the business pushed the customer out just to have it resolved through their customer service AFTER the planned vacation started.  They are not addressing the basis of the problem.  This complaint was made directly to Cruise America also through their website and their email responses never address any of this or provide even the same response that the business provided to BBB, other than the minimal "please take the discount.  The business continues to argue AFTER the fact that they were doing the right thing but not sure why this wasn't done at the time of the rental.

  
  

  Additionally, the concern is that the business continues to avoid answering the question of "What governmental body enforces renters ********** until when do they have those rights (for example for a full refund), and who regulates the safety standards in a **?"

  
  

  Our desired solution would be for a full refund and response to "What governmental body enforces renters ********** until when do they have those rights (for example for a full refund), and who regulates the safety standards in a ** for rental?"  This matter will be pursued to the fullest extent to ensure renters' rights are protected and safety standards enforced and met on EVERY rental transaction.  Customer cannot be expected to be bullied by the business manager and expect resolution following a transaction after the fact.

   

  No attempt was made by the business to correct the situation and the business didn't even attempt to see the problems brought to the business's attention, and we were forced out with the threat that no full refund will be given and/or the ** will be taken away.

   

  Below is a small snip of what Cruise America advertises on their website that we consider to be a false advertising in our case. 
  
  "Ever dream of taking that long cross country vacation in a bright, shiny motorhome or ** rental? Is the open road calling you to embark upon a cross country adventure? Or do you just wish you could get away from it all at a lake, a national park, the beach or the mountains without having to pitch a tent or rent a motel room?
  
  Those are exactly the kind of dreams that Cruise America can can help make real and for a more affordable price than ever before.
  
  ** TRIPS WITH ALL THE COMFORTS OF HOME
  
  Wouldn't it be nice to be able to take your family and go on trips to your favorite destinations without ever leaving the comfort of home? You can with Class C Motorhomes from Cruise America ** Rentals and Sales.
  
  How great would it be to take this dream vacation and not ever have to worry about airline tickets, schedules, restaurants, or locating vacant hotel rooms near the attraction you are heading to? By renting or purchasing one of the class C motorhomes made available by Cruise America, this is now possible!
  
  At Cruise America, we know that there are different sizes of traveling groups. That's why we offer a variety of sizes of our top-of-the-line motorhomes. Depending on how many you need to sleep, we have the model that will best suit your needs. Oh, and don't worry about room; the cargo space in our motorhomes is surprisingly abundant.
  
  cruise with confidence
  
  What we Deliver is
  PEACE OF MIND"

  

  Business Response

  Date: 11/01/2023

  hello, 

  My response remains the same from the statement submitted on 9/28, we have made an offer to the ******************************* and is our final offer. Regarding government body enforcing renters' rights, there is arbitration, consumer affairs, attorney general, and contacting their credit card company. The dealer's information has been forward to the dealer manager for review regarding company policies and compliance. The full and final offer will remain open indefinitely, so that in the event you choose to redeem it in the future it will still be available.

  best regards,

  *****

  Customer Answer

  Date: 01/05/2024

  The business did make an offer but the matter is still unresolved for the following reasons.
  
  1) The business continues to ignore the fact that the issue concerning consumer protection is NOT responded to, only wanting toprovide a discount on the cost of the trip to make the problem 'go away.'
  2) The business continues to avoid answering the said question:  What governmental body enforces renters ********** until when do they have those rights (for example for a full refund), and who regulates the safety standards in a RV?  
  
  Their response of  "I dont know why ****************** said otherwise and we will review our protocols with the manager in charge of this dealer and will provide retraining as needed" exactly state the fact that full refund offer prior to the vacation was never offered and unresolved.  It's easy to state the fact afterwards and say, "sorry, don't know why but best we can do is...."  
  
  Lastly, their response to engage the following, "arbitration, consumer affairs, attorney general, and contacting their credit card company" still indicates, "how" to resolve issues AFTER a consumer is impacted and left to be dealt with one sided customer service.  There must be organizations in place to protect consumers, may that ******, Consumer Fraud, FTC, who regulates the safe nature of the vehicles, maintenance, repairs etc.  Aside from the fact that a RV is a vehicle, it has propane, electricity in the walls, corridors for egress, flammable material in the vehicles, and the list goes on.  Cruise America MUST have a regulation they abide by which in this case I don't believe it was followed.  
  
  Until Cruise America addresses the above, I won't be satisfied with the BBB resolution.

• Initial Complaint

  Date:09/21/2023

  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.

  On 9/16/23, I made a purchase/reservation on cruiseamerica.com for a rental of a standard rv with Cruise America. The dates that we would be renting the rv from the ***********, ** location were to be September 26th through September 29. On September 18 I called Cruise America to cancel our reservation. However, the representative said that they could not find my record and asked for my confirmation number. I said that I never received an email with the transaction confirmation muber, but I did see the $300 deduction that went through on my bank account. The male representative told me to call back when a manager would be present, which he said was prior to 6pm.So, I called back the next day, on September 19 at 5:10pm and again was told that my transaction/reservation could not be pulled up in their system. They told me to call back when a manager was available. I said I was told that a manager would be present before 6pm on my previous call from the day before. The representative said that the managers left around 5pm. Therefore, I, once again, called on September 20 and spoke with ******. He said that he still couldn't find my reservation in their system and now I would not get my deposit of $300 refunded back to me because as of today, the 20th, it is now less than 7 days to receive a refund on the deposit. I wtoldDetrek that I would now be reporting Crusie America to the BBB, because not only have I not been able to cancel my reservation on September 18, but I was consistently told that my reservation was not showing up in their system so they couldn't do anything to refund me my deposit. This is unprofessional and extremely suspicious behavior of such a large company. Cruise America needs to refund me the deposit. You have to have my reservation with my name in your system and I tried to cancel my reservation days before the 7 day deadline.

  

  Business Response

  Date: 09/27/2023

  Hello ******,

  I reviewed our system and did not find any reservation under your name, used last name then used first name as last name and used partial letters to your last name with no results. I listen to the calls on 9/16 & 9/20 indicating you made the reservation online and only in your name. I finally spoke to accounting, and we did a search using the reservation dates 9/26-9/29 with the *********** location. We came up with one hit for those dates that matched your address under a different name, the initials are E.S. I will create a claim and will email you at *********************** so we can verify information and issued the $300.00 credit.

  thank you,

  *****

• Initial Complaint

  Date:09/12/2023

  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.

  Hello Cruise America,My name is *************************, I am an Active Duty MSgt (E-7) in the ************* Air Force. I am seeking a full refund from Cruise America, we rented an ** from **********************, *********************************************, **************, the CONTR**T # ******** and UNIT # ******. At **** the ** stopped working while the generator was still on, there was also no power to the microwave or any power outlets, when we woke up to turn the generator off, there was a puddle of water absorbed by our floor mat that we had to throw away. I called **************, multiple times to resolve the issues. Please reference the calls made on the following dates and times, 24 Jul 23, I spoke to ****** from 0856-0927, 25 Jul 23, I spoke to ******* from 0810-0821, 28 Jul 23, I spoke to ****** twice, 1105-1126 and 1129-1136. They could not provide adequate support and a manager never called me per my request. The customer service from ******************** was unsatisfactory. I am requesting a refund for the following costs, the amount of the ** rental $2807.63, cost of damaged rug $20, cost to purchase microfiber towels $20, cost of gas to drive back and forth from cities every morning $200, for a total $3047.63

  

  Business Response

  Date: 09/14/2023

  Hello,

  First of all, thank you for your service, ********************. Customer relations received your first email on 8/29 we created a claim on 8/30 we received several copies of the same email and replied on 9/6 to ******************** informing him we work the claims in the order that they come in and once an agent is assigned to his claim, they will reach out to him. We try to work our claims a quickly as possible but unfortunately we have to do a full investigation before replying to a claim and can be time consuming, to date we reply no later than 22 days. I will assign this claim to myself and will reach out to ****************** no later than 9/18 regarding his claim for a refund.

  thank you,

  *****

• Initial Complaint

  Date:09/01/2023

  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.

  We are seeking compensation for 7 nights rental fee from Cruise America .On July 15 we rented a 30 ** from ***** American in *********** ** . When picking up the ** we were told since it had just over ***** miles and we had watched the videos on how to use the systems there was no need for them to go over anything ( per the handbook in the ** they were supposed to provide a 30min - 1 hour walk through and training )Evening 1 : no hot water . Followed all of the steps in the manual and could not get the hot water tank to heat up . Attempted to access troubleshooting videos on the CruiseAmerica app, but they would not download.Day 2 : In ******** on the highway when we heard a loud noise and my husband who was driving, saw black pipes come out from under ** . Once we stopped and investigated it was obvious that the pipes had disconnected at the tanks.We immediately contacted CruiseAmerica to let them know that the hot water tank was not working , could not use the shower or the commode Eventually, because the gray water tank was so full it backed up into the shower, filling the trailer, including the refrigerator with a noxious odor. My husband spent several hours on the phone, text messages and emails trying to come to a resolution. He would connect with someone and it would take them hours, if not a full day to respond. Cruise America initially offered to swap out the ** in ******* while we were there for two days but no one followed through and actually reserved the unit for us to pick up. They eventually found us an ** outside of ****** towards the end of our trip. At that time it wouldve taken us several hours out of our way, and we were within one day of our rental agreement.In an attempt to get us hot water, a CruiseAmerica representative try to walk us through a repair, which included removing the outside panel of the unit that was clearly marked Do not remove We feel that the request for the nightly rental compensation is fair

  

  Business Response

  Date: 09/08/2023

  Hello
  I apologize if our offer disappointed you, this was not at all our intention, the opposite. We truly regret that you encountered any problems during your rental,and we sincerely want to resolve this matter. I reviewed our ******************************* notes attempting to locate service to repair for the pipes to the blackwater tank. There was a delay in locating a service center or a unit replacement due to calling on Saturday 7/15. I am sorry that it took several calls to troubleshoot the water heater and to coordinate for repairs.There were calls made to **** to assist with the water heater unfortunately one call was made late in the evening and was declined due to the late hour which is understandable. Another call was made to ********************** but was driving and unable to troubleshoot at the time.TA later that was able to troubleshoot the water heater to no avail. The customer was in ******* for the two days, we attempted to locate a service center and a replacement unit. We did locate a unit in ****** on 7/18 and could exchange the unit on 7/19 or 7/20 but was denied on 7/20 11:59am per text message Sorry. We have been busy trying to make our visits here in ******. We will not have time to make the exchange. Our time in the city is largely unknown to us Thanks for the option but we will be taking this unit back to *********** in the morning. Thanks

  During the rental time, the vehicle you were provided had been driven for **** miles. This depicts measurable utilization of the product,which does mean we have to charge for the services rendered. We would not be able to offer a credit for 8days. We have previously made two offers to compensate for the inconvenience but were denied. In an attempt to ameliorate matters I will email **** a final offer of a credit for three days and a gift certificate for a future rental. Also, if you have itemized food receipts for the food spoiled, please submit them for review.

  Thank you,

  *****

  Customer Answer

  Date: 11/02/2023

    Thank you for the apologies issued by individuals from Cruise America and recognize that several people did their best to walk us through hot water heater repairs and attempted to locate a replacement ** for us . Driving hours and miles out of out way on the end of our trip would have resulted in more time away from our long planned family vacation , missing out on pre-paid activities and not connecting with family in the area . We were told an ** was available in ******* and we had a parking area that would have allowed easy swap on day three of our trip; once in ******* the ** was no longer available and my husband spent several hours of our day at the aquarium on the phone trying to work out a solution . 
  
      We signed a rental contract for safe ** with functional bathroom and kitchen area . We did not get what we paid for and all issues could have been avoided with a walkthrough by the rental company prior to pick up and nor assuming a unit with low miles was toad worth . For the safety concerns after the plumbing fell off and the hassle, stress, expense and time waste caused by lack of plumbing , tanks backing up and refrigerator issues . 
  
      Cruise America is correct that we put over **** miles on the ** and we are not asking for reimbursement for the mileage fee or insurance. We were far from home and had prepaid reservations in multiple locations so did not feel like leaving the **, renting a car and hotels was a feasible option. 
  
    Compensation for 6 night rental rather than 7 because while we did not have hot water the first night forward, we did have a restroom . We will not consider a gift certificate for future rental as any portion of compensation especially with numerous complaints of similar issues on social media 
  
  See public ******** page Cruise America ** reviews  
  

  

  Business Response

  Date: 11/07/2023

  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 9/8,we have made an offer to *************************** and is our full and final offer. This offer will remain open indefinitely, so that in the event you choose to redeem it in the future it will still be available.

  With respect,

  *****

  Customer Answer

  Date: 11/27/2023

  We will accept the credit for the nights but are still dissatisfied with Cruise America .
  
  Credit for future rental is rejected - we stand with our opinion that ***** America has a history of sending poorly maintained vehicles on the road and will not utilize them again ( and provide free advertising by taking a unit out on the roadtrip)
  
  The email is with the final offer mentioned in Marcos ******** of 9/8 was never received on my end .

• Initial Complaint

  Date:08/26/2023

  Type:Customer Service 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.

  Date of transaction: 5/13/23 Amount paid: $2786.02 What the business committed to provide: Recreational vehicle in good working order Nature of the dispute: Multiple mechanical and customer service issues (see attached document for greater detail)Whether or not the business had tried to resolve the problem: The business has offered an insufficient remedy Contract #LA021439 Does the issue involve advertising: No advertising component

  

  Business Response

  Date: 10/04/2023

  Hello

  I hope this email finds you well, I empathize in the issues you encountered in your trip and apologize that our offer is a small amount compared to what youre seeking. You stated on your 7/23rd email you would start a chargeback with your credit card company if no reply by 8/7/23, our representative replied back on 7/25th with a 2nd offer, but no further emails were received from *************** 

  If he started a dispute with his credit card company which is well within his right to do so, we will not be able to have any discussion with him about potential reimbursement until that is settled. Once your claim is settled with his credit card company, we can continue our conversations regarding compensation on this claim.

  thank you,

  *****

   

  
  

  Customer Answer

  Date: 10/06/2023

  *****,

  The second offer from Domain ********** is little different from the first offer and is unacceptable.  There is no current dispute with my credit card company regarding this transaction.  I look forward to continuing this conversation as you make a good faith effort at resolution.

  

  Business Response

  Date: 10/10/2023

  Hello,

  
  I understand your frustration and apologize for the issues you had with the motorhome and any trauma that it might have caused your family.
  
  I took this conversation to my team to discuss your request of half of the $2786.02 rental cost to be refund, and I wanted to provide insight into that discussion. Please see the following questions we consider whilst discussing this type of request:
  
      1.           Was there full loss in utilization of the product, and/or services?
  
      2.           Was there measurable utilization of the product, and/or services?
         a.            If so,what was the measurable utilization?
  
      3.           What would the Rental Agreement (the governing document over this transaction) prescribe for the inconveniences listed?
  
  Based on the above reasoning, the refund would not be due. Looking at your rental information, you drove the vehicle from 05/13/23 - 5/22/23. During that time, the vehicle you were provided had been driven for **** miles. This depicts measurable utilization of the product, which does mean we have to charge for the services rendered. It is our ******* goal to reach an amicable resolution in this matter, we are able to increase the monetary compensation we are offering to the amount of $375.00 back to your credit card on file and No gift certificate. This would be our full and final offer.

  I will also email ************** with this offer.
  

  *****

  Customer Answer

  Date: 10/15/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:08/26/2023

  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.

  8/14-8/19 rental of class C Rv was **** plus 500 security deposit picked up RV at 12 and tansmission went out 60 miles later. Travel assist wanted my family to stay on side of road til morning. Smoke and smell of burnt fluid in cab and 105 degrees near ***** **************** CS said she knew what hot was and we would be fine. No ability to tow or replace til next day. I refused to stay in desert. Ended up at motel connected to gas station. 24 hours later a new RV arrived. Lost deposits on bikes and campsite at Zion. Lost day of vacation drove to ********* had a flat. CS could not find a repair shop. Asked me to locate. ************ provided a name. Tire repair was 4 hours. Another lost day. Nervous so we drove back to Zion. 2nd RV transmission went out. CS called and asked if I would terminate contract and I would have to find my own way back to Vegas. I called the CA manager who was outstanding. He stated I should just file to get all money back due to the egregious circumstances. He said dont terminate and ask TA ffor shuttle to vegas reimbursement. Contact TA and got alignment. I worked out a spot for cruise America to pick up the vehicle with the campground manager. I called to tell them and they told me I had terminated the contract. 30 mins later they agreed I didnt. I sent an email 8/21 asking for rental monies back and reimbursements. I received my security deposit and reimbursements. So again, The rv was not used Monday Tuesday we wasted most of the day waiting on tow. Wed was okand in my original email I said I would pay for Wednesday. Thursday was a flat and and 3-4 hour wait. Tire repair person said he was instructed to only change to spare. Said it was dangerous to drive back through desert without spare. Nervous so we drove6 hours so we could drive in daylight-wasted day. Arrived at Zion and 2nd ************* goes out Final straw our 2nd rv was #8 of ten new rv with bad trans. Sent us through desert in a known problem with trans refund **** pls

  

  Business Response

  Date: 09/08/2023

  Hello,

  We received ************************** email on 8/21 and opened a claim, Customer Relations works claims in the order the come in. We are a small department and do all we can to get to the claims within 22 - 30 days. I will assign this claim to myself and email ********************** by 9/12 after I have pulled all the information and done an investigation to his claim.

  thank you,

  *****

   

  Customer Answer

  Date: 09/11/2023

  I will reject until the claim is officially dispositioned on 9/12. Thank you 

  

  Business Response

  Date: 11/18/2023

  Hello,

  on 9/15 customer accepted offer emailed to him on 9/14, claim is now closed on our system.

  thank you

  *****

  Customer Answer

  Date: 11/20/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  Date:08/21/2023

  Type:Billing 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.

  On August 1st, 2023, I was charged $25.50 from CRUISE AMERICA - CEN. Not knowing what this charge was for because I never received a bill. I called Cruise America and was notified I had to contact the billing department. Unfortunately, the billing department only has email contact only. And I sent them an email. The email was suggesting a charge to my account and to its nature. It was May 2023 when I used their service. Why would they charge me so late. Apparently, it was the toll fees. After the phone call, I told them I would pay the charge, but please put it on a different card. Fast forward a few days later, I was now charged $25.50 on both credit cards. Cruise America did not reverse the charge. After some more emails (remember they dont have a direct line) it was reversed 8 days later. (Complaint #1)Thinking that was all the tolls, I was shocked to find another $6.00 charge on my other card on August 18th. Emails were sent and no response was received. I waited and waited, and nothing came.I asked them to take my card off file and immediately remove my card. Asked them to please provide a bill/invoice and I would pay the difference (like most companies). I asked to be contacted via phone and to this day have never had a response. (Complaint #2)

  

  Business Response

  Date: 08/28/2023

  Hello,
  
  I am sorry to hear that ************ was billed $25.50 twice in two different credit cards, having to send several emails to receive a credit for one of the charges then to be bill $6.00.  I understand how frustrating it can be having delays for a credit and then no explanation for the $6.00 charge. I spoke with Billing and the $6.00 charge was for an additional toll charge, they are a bit behind regarding tickets and toll charges, they mailed an invoice on Friday 8/24 for the $6.00 charge and should receive it in 7 to 9 business days . I do apologize for the delay and inconvenience this has caused *************
  
  Thank you,
  
  *****

  Customer Answer

  Date: 08/28/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  I have contacted them directly.  They are charging customers without prior knowledge or authorization.  No bill or invoice is given.  The customer may get confused about the charges.  I request that ***** America provide better explanation of future charges to customers.  And send in a bill or invoice for payment.  
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:08/13/2023

  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.

  Rented an RV from this company to drive from ***** to ***** and back. The first unit was so bad off when we finally made it to ***** the branch there took it from us. We are then given a brand new unit. Mind you we have a 3 month old baby with us. This new unit the generator that powers the a/c fails to operate properly. I was instructed to deal with it or if I dropped it off and did not drive to ***** I would be charged $3,000. So now I am stuck riding in an r/v for two days without any capabilities of running the air.

  

  Business Response

  Date: 08/28/2023

  Hello,
  
  I am sorry hear about the issues encountered by ********************,while we strive to always have our **s in go working order things do occasionally happen to the ** on the road. I am glad we were able to do an exchange in ********* **. But ****** encountered generator issues on the new unit.I can see how frustrating this must have been and wanting to drop off the unit at a different location and walk away. I reviewed calls made to our ******************************** last call was 8/3. Our ************* attempted to reach to ****** on 8/4 & 8/7 calls routing to voicemail, but the voicemail box was full and were unable to leave a message. ****** did drop off the unit at the pickup location *********** ** so there was no $3000.00 unauthorized charge incurred.Cruise America is willing to work with ****** to make things right but there is an outstanding balance, we are unable to do any billing adjustments at this time. Please email us at ***************************** and open a claim once the balance is paid in full.
  
  Thank you,

  *****

  Customer Answer

  Date: 08/28/2023

  I have tried multiple times to contact customer service, even started a claim and was advised someone would be in touch with me asap. There is zero balance due as I am awaiting a refund as advised I will be getting. 

   

  This needs to be addressed asap

  

  Business Response

  Date: 10/17/2023

  Hello,

  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. At times the quickest turnaround is to the repair the unit and when that is not an option, we try to get a ***********. I am sorry you encountered issues with the new unit and can discuss them once the balance is paid. With that said in an attempt to ameliorate matters if you pay $150.00 of the outstanding balance, I will zero the remain balance so we can start working on your claim this offer will remain open in the event you choose to redeem it at a later date.

  thank you,

  *****

  Customer Answer

  Date: 10/26/2023

  We do not accept this matter as there was charges billed to us that should have not  been billed from the start. For instance we were billed for generator usage however the generator NEVER worked. 

   

  Futhermore, WE had to purchase items for the ** such as OIL, Windshield Wiper Fluid, just to start, which should not be on our dollar. 

   

  We have yet to even see a full and true break down of your claimed fees, nor should we be charge anything since we were told we would be refunded based on the issues we had been delt. Why would we pay more money, when we are expecting a Refund. 

   

  Look forward to hearing from you.