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:08/11/2023

  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.

  I rented an ** from Cruise America from 6/22-7/1/23. The ** had several problems/issues with it during my trip; some were resolved, others were not. Upon returning the ** I asked for 2 days credit because of the hassles involved with this situation. The employees told me I would have to contact Cruise America corporate. This could only be done via email, not phone. I sent Corporate a detailed email describing the problems I had and ************, Customer Relations got back to me and ultimately offered me 2 days' refund, which amounted to $320. I had to respond to his email saying that settlement was sufficient and I would not have any further claims towards CA, which I did on 7/21/23. As of this date (8/11/23) I still have not received that credit. I emailed **** again on 8/9/23 asking where the credit was and have not heard back from him. Thus, Cruise America promised me a refund that I have yet to receive. It seems to me they had me submit the statement that my claim was satisfied and I would not take any further claims towards CA, then used that statement to indicate the claim was settled without actually refunding me the promised $320.00. I have uploaded the email chain pertaining to this situation (dated 8/9/23) that explains the entire conversation, along with an email I wrote 7/26/23 that somehow did not get included in the entire chain.

  

  Business Response

  Date: 08/22/2023

  Hello,

  I reviewed the claim, and it appears that ***** did not reply with the acknowledgement statement indicating she would be accepting the $320.00 credit, maybe it was overlooked, it stated: I do kindly ask that you copy and paste the below into a response to us so I can ask our billing department to issue the refund.

  "I acknowledge that the compensation provided under this agreement is sufficient as full and final compensation. I agree that no further claims will be taken against
  Cruise America / Cruise Canada or the Tour Operator / Travel Agent if applicable
  

  With kind regards,
  ****

  I will email ***** with the $320.00 credit offer and will await response with acknowledgement statement to process the credit. I will also include a $100.00 gift card for the inconvenience. This gift certificate would be good for 2 years and can be redeemed at any Cruise America or Cruise Canada location.

  thank you,

  *****

• Initial Complaint

  Date:08/02/2023

  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.

  I rented an ** from Cruise America in ******** ****** for a wedding 7/14/23. The ** was not rented in the condition promised by the company; the ** didn't work, the water tank was not full, and it was dirty. The local office said they would refund us $150, as stated in writing in a document that they provided, and we still have not received that refund. I tried calling the corporate office but they don't have a "call center" so they emailed me after 14 days with no resolution. I called the local office again to ask about the refund they promised and he *********** not call me back.

  

  Business Response

  Date: 08/04/2023

  Hello,

  I am sorry to hear about the trouble you encountered on your recent RV rental, this is not the norm for Cruise America. Regarding the dealer credit, I reviewed the rental agreement, when you returned the unit 7/17/23, the dealer issued the $150.00 credit as part of the total amount refunded to you.  Please let us know if you need a copy of your rental agreement for your review. On the freshwater tank while we strive to have the tank full it is not always the case and similar to a car rental, the gas tank might not always be full and will requires you to fill. I do apologize that the air conditioner was not working on the unit for the wedding. I looked for calls to our ***************************** but none found, they might have assisted with troubleshooting the unit or locate a service center. We currently have a representative assigned to your claim and will be reaching out to you to assist further. 
  

  Thank you,

  *****

  Customer Answer

  Date: 08/04/2023

  I assumed, mistakenly, that the refunded amount included the security deposit of $500 because it was just over that total. I do see now that the $150 is a line item but where is my security deposit refund? 

  

  Business Response

  Date: 10/17/2023

  Hello,

  Looking at the rental agreement at check-in (at return) which has the day charge adjustment of $150.00, ******************** estimated total refund would have been $654.18 however there were charges incurred at check-in. The RA has an hour late at $25.00, a day for Zero damage plan $19.95 & $66.50 for generator usage for a total of $111.45 + $542.73 previously refunded issued comes to a grand total of $654.18. I hope this explains the difference on the refund and please refer the rental agreement at check-in. If you do not have a copy, please let me know and I will email you a copy, 

  thank you,

  *****

• Initial Complaint

  Date:07/25/2023

  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.

  On 03/26/2021, I made a reservation and paid a $300.00 deposit using a credit card. The reservation had to be canceled on 04/18/2023, due to my wife having a stroke. I was told that the deposit would be returned via the credit card used at the time of deposit. I informed the reservation agent that the company that issued the credit card that had been used, was no longer in business. The agent said that it would not be an issue and that Cruise America would refund to the original card and that the transaction would fail to complete. The agent said that once the transaction fails that Cruise America will then mail me a check for the deposit and that the process will take approximately 30 days. The agent then also said that, If I do not receive the check in 30 days to call. After 40 days I called and an agent said that the process would have to go through the customer relations department via email through their website and that along with the reservation number that a transaction number would have to be provided for the email to execute and that they can not provide that number. The agent said that the transaction number can only be obtained be emailing their customer support via the same website and requesting the transaction number. I made countless attempts at this; however, the customer support email also required this transaction number in order to execute. A vicious loop in which Cruise America prevents any correspondence to take place. I sense called on several occasions and was told there is nothing they can do that all correspondence must go through the email. So, I next showed up at their office and the kind agent said the same but dialed an internal extension to what she called the controller and discussed the situation with him. The agent then told me that he would review the case that day (two weeks ago) and he would call me later that day and she also stated that, I would not have to bother with the email process any further. I have yet to be contacted.

  

  Business Response

  Date: 07/31/2023

  Hello,

  I am sorry to hear about the trouble you had with the delays and the trouble our customer went through, this was not our intention. Cruise America issued a check for the refund on 4/18/2023 however ******'s bank rejected the transaction, we will be issuing out a check in the next day or two. We have emailed ****** to verify his mailing address and should receive it in 5 -7 business days. 

  Once again, I do apologize for the issues ****** encountered.

  thank you,

  *****

  Customer Answer

  Date: 08/03/2023

  
  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:07/21/2023

  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.

  We had ** rental between Sat 7/15/2023 to Tue 7/18/2023 from Cruise America. We trusted them to provide a safe and fully functional ** for our trip, and their failure to do so has marred our vacation and caused unnecessary stress.On the first day going to the campground, we noticed a gasoline smell from the running water in the *** Given the vehicle's age and mileage, we assumed the issue might have been a result of wear and tear. Therefore, we continued with our plans and opted to use bottled water instead to ensure our safety. We did not call for help as it would not have been feasible for them to provide immediate assistance given the distance between us and their location.We decided to raise the concern upon returning the *** considering it more appropriate and efficient for them to address the matter promptly. Unfortunately, when we told the staff about the gasoline smell issue, instead of addressing our concerns, they falsely accused us of causing the damage and proceeded to charge us $3500 for the repairs. We did not cause any damage to the ** during our rental period and we firmly believe that the gasoline smell issue existed before we even took possession of the vehicle.Upon receiving the *** we were not provided with a demo of the water system in operation during the tour. While the service personnel might have verified that the water was flowing, there was no test to see if the water was safe for use. The smell of gasoline in the water was not readily noticeable until we got close enough to smell it. It is evident that they did not thoroughly inspect the water system for any issues, which could have prevented this unfortunate situation altogether.We provided them with valuable information about the issue and expected their appreciation for helping identify the problem. Instead, we received a damage charge bill that we firmly believe is unjustified. We strongly dispute Cruise America's claim that we caused the damage to the **'s water system.

  

  Business Response

  Date: 08/02/2023

  hello,

  Regarding the claim for *********************, we received his email on 7/18/23, A Customer Relations team member was assigned on to the claim on 7/28/23. We respond to our customers feedback as quickly as possible; most inquiries will be answered in a few days while some may take up 20 days for an adequate response. Currently the representative assigned is reviewing all the information related to the claim and will respond to the ************** in one to two days.

  thank you,

  *****

  Customer Answer

  Date: 08/02/2023

  We received a response from your customer relations department, but I do not agree with the suggested resolution. I appreciate your offer of a $250.00 gift certificate towards a future trip with Cruise America. While this gesture is indeed a sign of goodwill, I must express that the proposed resolution does not align with the gravity of the situation and the undue financial burden that the disputed charge has placed upon me. I firmly believe that the circumstances warrant a reconsideration of the charge itself rather than compensation for a future rental.

  I must respectfully emphasize that the situation I encountered with the gasoline smell in the running water system was beyond my control and was not a result of any willful misconduct on my part. In my original communication, I outlined the sequence of events that led to my decision not to contact roadside assistance or your office during the rental period. As a customer who has repeatedly chosen ******************** for ** rentals, I assure you that my intention was never to disregard proper procedure or to overlook the issue. Rather, it was due to a combination of factors, including the operational status of the ** and the feasibility of seeking assistance while on a tightly scheduled trip. I also want to reiterate that upon receiving the **, my family and I were not given a demonstration of the water system in operation during the tour. This lack of thorough orientation prevented us from identifying the issue at the outset. The gasoline smell only became noticeable upon close inspection of the water, making it difficult to detect without specific knowledge about the **'s systems.
  

  I kindly request that you reevaluate the situation in light of the information I have provided, and I remain open to a more reasonable resolution that takes into account the extenuating circumstances I encountered during my rental. I look forward to a response that reflects a comprehensive reconsideration of the disputed charge.

• Initial Complaint

  Date:07/17/2023

  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 am writing you to document a formal complaint, Cruise America has not responded to my email to Customer relations.I picked ** # ****** on 07-01-2023 for a week long vacation with my family from ******* to **********.The ** seemed to be old and not very well taken care of, I asked the sales rep if this was an old unit....he said it was a Medium?I took the ** off the lot and it had 1/4 gas...I immediately had to go to a gas station.When I got the ** home, we took a closer look at the inside of the ****** was absolutely filthy! It took us over an hour to clean it before we could load our luggage.After about 45 minutes into our trip, the Cab AC went out....we were in the desert @ 113 degrees!My children were very overheated, we called into Cruise America and were told to run the generator and use the roof AC, this did nothing.We continued, having no other options offered to us...it was unbearable! It was the same on our drive home, we had to leave at 3 am to avoid the desert heat!Upon reaching our destination in **********, we had multiple other issues and called again to Cruise America to get them documented.This ** should have NEVER been rented, would you take your family in an ** with these issues?Below are the long list of major issues:1. AC did not work 2. Water hose had a hole and I had to order a new one from Amazon.3. Water leaked inside the holding bay into the cargo, the campsite host called us to let us know the ** was leaking during our Museum tour...I had to return immediately! Tech at Cruise America said it was most likely a lose fitting?4. Kitchen Sink leaked water from base flooding the entire kitchen counter...we had to put a bath towel to soak the water each time we used the sink.5. Refrigerator did not work, we lost over 200 dollars in food. We had to use coolers the entire trip!This trip was planned over a year ago and again this should have never happened.Horrible experience!

  

  Business Response

  Date: 07/31/2023

  I am sorry to hear about the trouble **** had with the motorhome. We try diligently to provide a pristine motorhome for this is the last thing we want to hear from our customers. I can see how frustrating it must have been with no air conditioning, refrigerator not working and having to purchase a cooler and ice for new supply of food. After reviewing, the claim was settled on 7/20, customer accepted reimbursement for food and issued credit for daily usage. The credits were posted on 7/21 and **** would have seen the payment in 5 - 7 workdays from the posted date. Cruise America also issued a gift certificate on 7/21 and closed the claim.

  Can provide dollar and gift certificate amounts upon request.

  thank you.

  **********;

• Initial Complaint

  Date:07/02/2023

  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 write to express extreme dissatisfaction and disappointment with the service provided by Cruise America during my family's recent ** vacation. This once-in-a-lifetime trip was meant to be a memorable experience for my four children - ******** (18), ******* (16), ****** (13), and ***** (3.5, autistic). However, the problematic ** we rented from Cruise America transformed our dream vacation into a nightmare.The ** we rented from Cruise America on June 22nd, for a trip due back July 2nd, was riddled with issues from the onset. Problems ranged from a malfunctioning air conditioning system, making the in-cab temperatures rise up to 100 degrees, to structural noises, exhaust leaks and smells, and loose or unresponsive steering. Additional issues included faulty brakes, unstable side mirrors and windows, a falling skylight, and a malfunctioning blackwater tank that caused the ** to smell bad just two days into our trip.Despite reporting these issues to Cruise America on June 24th, I received no callback nor any real assistance. Even after multiple calls on my part and requests for escalation due to the severe safety concerns, the company continually gave incorrect information, suggested inconvenient and unfeasible solutions, and displayed an overall lack of urgency and customer service.This lack of support and resolution from Cruise America led to my family enduring extreme temperatures, loud noises, and exhaust smells throughout the entire trip. Moreover, the continual issues triggered significant distress in my autistic son *****, leading to sleepless nights for all.In conclusion, my family's experience with Cruise America was unsafe, distressing, and unacceptable. We feel let down and ignored, having received no assistance despite multiple attempts. I hope this complaint will lead to the necessary steps being taken by Cruise America to address their vehicle maintenance and customer service issues to prevent future clients from suffering the same ordeal.

  

  Business Response

  Date: 07/03/2023

  Good morning, ****,
  
  Thank you for taking the time to write in and make us aware of your last rental experience. We would love to have the opportunity to have an open dialogue pertaining to your last rental and the issues you and yours faced.We do have a customer relations email, please reach out so we can have an agent assigned to you as soon as possible. We look forward to hearing from you ****,we are here to help.
  

  Kindest regards,
  Cruise America 

• Initial Complaint

  Date:06/08/2023

  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.

  We rented a brand new rv from this company. On the 3rd day of the trip, while driving on the highway a side sliding window suddenly shattered sending pieces of glass all over the interior and nearly hitting our daughter.We pulled over, made sure everyone was ok and called cruising America customer service.The gentleman took our information and promised a call back from another department.We slowly creeped along the side of the highway to the nearest exit for safety in the meantime.The call came back from a women about 2 hours later. She again took all information, told us to buy duct tape and tape the window shut, then continue our trip!?!We are furious, they didnt offer any repairs or asked us if we need any assistance. The women on the phone also told us that we are responsible for paying the cost of replacing the window. This is a very obvious manufacturer defect. The window shattered without any contact as we were driving on the highway. This is not a windshield that can be hit by a rock, this is a side window, nothing could or did come in contact with it.We will be disputing any future charges that this company will attempt to make for this repair and ask for an immediate response from a manager or a person in charge either via email or phone!Thank you

  

  Business Response

  Date: 06/09/2023

  Hello *********, 

  We are terribly sorry to hear this, I can completely see this as being an inconvenience we notified the supervisor of our traveler's assistance department. She will reach out to you regarding the matter. Unfortunately, because you are still out on rent you will have to discuss the cost of the damages with your return location. We do offer our customers *** at the time of pick-up to avoid any damages happening to the unit while out on rent, so our customers don't absorb any damage cost. In this case you did not purchase the *** coverage which is why the agent may have mentioned this to you. in the meantime, the best thing to do is tape up the window to avoid any more glass breaking or falling to avoid any injury. We are glad no one was hurt in the process, thank you for being patient someone will be with you shortly. 

   

  -Cruise America 

• Initial Complaint

  Date:05/15/2023

  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 rented a Cruise America **, on 11/30/22, to move my pets from ***** to *******. I picked up the ** at Breeze ** at *********************************************************************** on Feb. 6, 2023. At the time of pickup, I noticed that that windshield was cracked and I pointed this out to the manager and she said that she would make a notation on my rental agreement. I then drove to my home in *****, and when I tried to turn on the refrigerator, to load it with food, it would not work. I called Cruise America and they tried to troubleshoot the problem with me and ultimately suggested that I bring the ** in for service. I explained that I was leaving for ******* the next morning with my pets and food, so stopping off in **, which was two hours away, for service wasnt going to work. They then suggested that I buy a cooler and stop along my trip to ******* to refill it with ice periodically. Clearly that wasnt the answer, when I rented an ** to be able to use a refrigerator AND freezer to transport food. On my drive to *******, I discovered that the unit was pulling terribly to the left and the terribly uneven tire pressure wasnt helping. The engine light remained on for most of my trip. Both side view mirrors were so loose that they were virtually useless. The muffler bracket was held by masking tape so it was rattling terribly for the entire trip. When I arrived in *******, I called them and told them about all these problems and asked if I could just return the unit locally bc I didnt feel that it was safe to drive back to ** from *******. I was told it would cost me $3000 to drop it locally. I asked for another ** and they said they would call me back and they never did. I lost a travel day (and had to pay for it) waiting for their return call and further instructions. I have tried to dispute this with my CC company, but Cruise America has denied any wrong doing, even though I have pictures, of the poor conditions and a text message concerning the refrigerator not working.

  

  Business Response

  Date: 05/16/2023

  Hello *****, 

  We are sorry to hear of the inconveniences you have encountered while on rent, we will have a customer relations agent reach out to you to discuss the matter. they can have a discussion about compensation. 

  Kindest regards, 

  Cruise America 

  Customer Answer

  Date: 05/16/2023

  
  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, IF Cruise America really does get in touch. We made multiple attempts to resolve this situation with them in February and got no where! We were always told that someone would call ** back and no one ever did! Hopefully, this time the outcome will be different.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  
  Regards,
  
  *******************************
  
   

  
  

  Customer Answer

  Date: 08/21/2023

  I would like this case to be reopened because Cruise America never got in touch with us, as they claimed they would on 5/16/23. We have been trying to get some resolution, for our complaints, from Cruise America for months, and that is always their answer someone will be in touch! And yet we never hear from anyone! It seems obvious that this company has no intention of doing what is right or honoring their word.
  

  
  

  

  Business Response

  Date: 08/28/2023

  Hello,
  
  I am sorry for the delay in responding to your request. Unfortunately,I reviewed our claims for 2023 and did not find an email requesting to open a claim with Cruise America. Please email us at ***************************** with the rental agreement number ******** so that we can assist you regarding your experience you had with our RV.
  
  Thank you,

  *****

  
  

• Initial Complaint

  Date:03/29/2023

  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.

  This dispute is regarding a RV rental that was picked up from the ****** Cruise America on 7/9/22 rented by my husband *************************** and myself. Multiple attempts have been made to resolve the issue both in person and subsequently through email. The company provided us with a substandard vehicle that put our family's lives at risk. The company is refusing to reimburse us for the costs of repairs and claims repairs were not approved. We gained approval, have phone records of the calls and also have a family friend who called on our behalf while we were stranded roadside. After months of dispute and continued time and effort on our part to resolve this issue, at the very least, we want all repairs reimbursed and expenses that resulted due to the deficiencies of the vehicle of $1949.99. We do not want a $900 credit that was offered. We will never do business with this company again. We request a $900 refund for the days the vehicle was inoperable. We of course would prefer a full refund of the rental $3997.34 and costs of repairs and costs $1949.99. However, are having no resolution at even the bare minimum requested. We were put in a hazardous situation for hours at the shoulder of the highway in the desert attempting to get help from Cruise America for a tire and exhaust pipe repair. We waited hours to get approval for this repair. The company is stating we did not get approval for the expense which is untrue. When the tires blew while driving on the freeway smoke entered the cabin requiring an immediate evacuation and created a traumatic situation for my children as initially it appeared as though the vehicle was on fire. This vehicle had many other issues including a sideview mirror that was in disrepair and also hazardous. Their company determined the vehicle was unsafe and in disrepair and provided us with another vehicle that required repair of a grey water pipe leak the following morning after pick up. I have included correspondence with the company

  

  Business Response

  Date: 03/30/2023

  Good morning, *********,
  

  I hope this email finds you well, I do apologize for your recent experience with Cruise America. After looking into this matter, I have seen that a customer relations agent has already had an open dialogue with you about compensation, unfortunately we won't be able to meet your requirements for reimbursement.
  
  Kindest regards,
  

  Cruise America  

• Initial Complaint

  Date:03/28/2023

  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.

  TO: Cruise America customer relations FROM: *************************** RE: Rental of defective ** (#******) plus horrible customer service Please review my account of this ** vacation and reply with a solution for my experience. 2-5-23: I spoke with ******* at Cruise America regarding a one-way rental from ****** to *******. I told him it sounded like a good deal, however I wondered if the ** rented would be in road-worthy condition and clean. ******* assured me the ** would be clean and should I have any mechanical problems, Cruise America has a 24/7 roadside assistance department to take care of any problems. I went ahead and reserved the vehicle.2-10-23: I picked up ** # ****** at the ****** (*********) location and drove home to ********, **. During the drive I noticed a foul odor emanating from the rear of the ** around the bathroom. Thinking that I would have to tolerate this odor for a week, I called the ********* location back and asked if I could exchange this ** for another one. I was told that I could not exchange it but they would reimburse me if I cleaned the bathroom/holding tank.2-11-23: We arrived at *********, **. And attempted to fill the freshwater tank. About 3 minutes of filling, we noticed water flooding the inside of the ** and pouring out from under the ** below the water heater. Turning on the water pump made it worse. I stopped putting water in the tank and cleaned up the mess.2-12-23: I phoned roadside assistance for help. After explaining the situation as well as where we were (*****) and where we were heading (***********, **) I was told by ****** that there was no repair option in ***** as well as no replacement option in *****. ****** further stated that the closest center was in *** and I could possibly swap out the ** there. Really? That would be approx. 900 mi round trip as we were headed to see my mother near *********. ****** indicated I may be able to get reimbursement in some form for the trip as no solution was available.2-13-21: I received a text from travelers assistance asking if the issue had been resolved? I replied with the story and they indicated they would locate a repair facility in ***********. I was instructed to head to ***************** for a diagnosis. Upon inspection, the technician found defective lines on the water heater, bad water pump and leaking *************** head. Technician said it appeared that the water heater was recently replaced yet never tested! The repair estimate was given to Cruise America (*******.) the repair estimate was DECLINED By Cruise America! Really? so a solution had been identified and Cruise America decided my vacation was not worth the cost of a repair? I was then texted that another solution would be identified and where was my next destination? I responded that next destination was **** for drop off on the 18th. I received a text from ***** with Cruise America travelers assistance who indicated I can continue looking for a shop with availability near *********** or I can make you an appointment at our **** location today and have you reimbursed for the day REALLY? Further, ***** indicated there IS a location in ********* ****** and we could go back there for service- REALLY? After I explained my situation and trip details ***** indicated I do apologize for the poor experience and you can review compensation with the team when you drop off on your return.2-17-23: We returned ** one day early. As we were done and needed a shower and a meal. I explained my trip details to the person checking us in and he replied sorry but I cant do any compensation here you will need to take that up with our customer relations department. REALLY?SO.I request some form of compensation. As indicated due to me multiple times by the Cruise America team.Below are just some of the expenses incurred: Six nights rental: .234.00 Two nights rental: ****** Four nights campground fees: .310.00 (Needed a source for water and showers) Kitchen kit ******** (unable to cook due to no way to wash dishes- did not use) Hotel stay ****** (our last night for rental- we were done and needed a bed and a shower) Misc. cleaning supplies and bottled water .100.00 Please review and provide me with a solution to this horrible experience with your company and ** ASAP. *************************** ************ ***************** Letter above was sent to Cruise America on 2-21-23 requesting consideration for rental of a defective **. As of 3-28-23 I have received NO response from the company customer relations department.

  

  Business Response

  Date: 03/29/2023

  Good afternoon, *******, 

   I'm sorry to hear of the recent experience with Cruise America, we look forward to having open an dialogue about the matter. I went ahead and assigned a customer relations agent to your claim. They will be reaching out to you shortly. 

   

  Kindest regards, 

  Cruise America 

  Customer Answer

  Date: 03/30/2023

  Consumer response to Cruise America customer relations regarding resolution of dispute:

  Interesting to hear in your response email that you take my claim "seriously" as i waited over thirty days and sent four emails with ZERO response- yet the inquiry from BBB was answered in less than 24 hours! I take this as Cruise America does NOT take customer service seriously! 

  The problem with my ** rental was not winterization nor de-winterization as The ** was inoperable when it was picked up. According to the ** technician that inspected the ** in ****************, **, the water system previously froze and the hot water heater had just been replaced. Further, the water pump did not function properly and the faucet at the kitchen sink as well as the shower head had cracks from previous freezing. The technician indicated the water system could never had been tested as there was a massive leak at the water heater connection lines. 

  I was told at pick up to not use the water system in colder climate locations and fill the water tank when it was above freezing temperatures- which I did, I waited till I got to *********, ****** and filled the water tank only to find a massive leak. At that point I called roadside assistance for direction. "******" at roadside assistance indicated there was no Cruise America location in ********* and I would need to get the ** to **** for repair or swap out- apologized and indicated I was eligible for some form of compensation due to the problem. 

  We then were told to take ** to repair facility in **. Upon inspection and estimate, Cruise America declined the estimate and forced me to finish my vacation with no water! 

  I need the original compensation requested and will consider this case not resolved until I receive that amount.  

  

  Business Response

  Date: 03/31/2023

  Good morning, ******,

   

  I hope this email finds you well, we have a customer relations agent already reaching out to you they would be able to discuss your claim there. If the email above is correct they have already attempted to reach out to you to discuss your claim. 

   

  Kindest regards, 

  Cruise America