Cruise America Inc.

Dear Mr***, Thank you for contacting the Revdex.com about your experience with Cruise America thus farI can assure you that a copy of your e-mail that was submitted to our Customer Relations Department this morning has been forwarded to the proper management for reviewUnfortunately as
the reservation is still active this is a situation that must be handled with Cruise America Reservations Department directly. I do understand that thus far you have not experienced the level of customer service that is excepted as well as the resultsUnfortunately as stated the Reservation is still active and must be addressed by the Reservation DepartmentAt this time Customer Relations/Revdex.com is unable to resolve this matter. Please again accept my apologies for any inconvenienceThe Reservation Team can be contacted at ***Again I strongly recommend to contact them directly to resolve this situation. Sincerely, *** ***Customer Relations Manager

Reserved RV Rental with non-refundable $depositI was told that there would be a fee if I had to change the reservation, I was NOT told the fee was my $deposit! When I needed to change the reservation twice due to unforeseen medical accidents, Cruise America would not change the date for a fee, they instead took my deposit and was very nasty about it If they are going to not charge a fee for a reservation change they should state that, not just take the deposit with no discussion
They told me to complete their Customer Relations form online I completed it and never heard from them BUYER BEWARE!

Ms***,
I have attached Cruise America response to this matter
Sincerenly,
Aiden B***
Customer Relations Manager

Dear Ms***,Thank you for contacting the Revdex.comWhile I do sincerely regret that you remain unsatisfied it appears we are at an impasse as our opinions regarding your rental and request for compensation differ significantlyAs a note with regards to compensation for the
cleanliness of the vehicle and the location behavior please review section your additional terms and conditions section 9(c): "Lessor assumes no responsibility for any expenses incurred by reason of a breakdown of the Vehicle, whether or not causing a delay en route, including, but not limited to, subsistence, accommodation, and cellular phone expensesLessor's maximum liability shall be for refund of daily time rental charges as a result of mechanical breakdown which results in loss of use of the VehicleRadio, automatic entry step, air conditioning, refrigerator, microwave or other appliances, cruise control or generator malfunctions are not considered to be mechanical breakdownsVehicle exchanges may only be considered in the event of a mechanical breakdownLessor assumes no responsibility for Your delays as a result of Your decision to wait for third party Vehicle repairs or exchanges, in regard to non-mechanical breakdown repairs, as defined herein." You experienced no breakdown as defined by the contract.Please bear in mind that other than receiving a vehicle that was ill-prepared at worse, you were able to drive 1,miles over your day rentalYour letter contends that Cruise America rented you a substandard vehicle, and Cruise America has not acted reasonably in its dealing and negotiations with you over your rentalWe believe that we have acted more than reasonably in trying to resolve this matterSummarily without any contractual or financial obligation as a courtesy you have been provided with a gift certificate towards a future rentalAs previously stated and re iterated in your submission to the Revdex.com you have been advised that this resolution is commonly found in the travel industryCruise America feels that the record clearly shows that we have not only met but we have exceeded our financial and contractual obligations.Sincerely, *** ***Customer Relations

Dear Mr***,
Due to the character limit available in response I was unable to respond in this fieldHowever I have attached a PDF copy of my response to your Revdex.com submission
Sincerely,
Heather M***
Customer Relations Manager

Ms***,
After further review we will honor and credit back to the account you have indicated the amount of $as stated in your charge back through your Merchant bank I hope with this we can settle this issue
Sincerely,
*** ***
Customer Relations Manager
Cruise America Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Though I understand you all cannot give me a full refund, I do believe I am due the miles credit and the free night credit that was promised to me by corporate staffAlso the $deposit that I was suppose to get back upon return
Regards,
*** ***

We are in the process of buying a RV from the Cruise America in FL My experience has been positive bc everything the Sales Force has told us has been found in writting on their web sitesThey have not been pushy or over agressive So far their operations/process have been sweet, simple and straight-forward I like they are not focused on selling everything under the sun - but specific RV sizes and their options for warraties at a very reasonable price We head from Nashville, TN to Kissimmee, FL to complete this sales and prayerfully there will be kudos all around for this firm Will report back for my fellow future consumers looking to purchase an RV from Cruise America

Dear Mr***,
Thank you for contacting the Revdex.comHowever I am a bit confused regarding this matterTo my knowledge this was settled with me directly with the agreed refund of the total amount of the daily rate on the contractIf you are not in agreement with this please let me
know and we can proceed further through this communicationUntil I do have a response in regards to how you would like to proceed I will hold off on having our Accounting Department process the agreed to refundI have also attached the signed form for reference
Thank you for your time
*** ***
Customer Relations Manager

Awful, awful, awful
We went on vacation a few weeks ago from MA to FLWe rented from the Tyngsboro, MA location
The trip started off good but headed for the worstThis company was very adamant that if there was an emergency that we contact their emergency line before we contacted anyone else
We were in North Carolina on the outerbanks when a storm hitWe were heading on Rte to a KOA that Cruise America recommends in a book that is provided by themWe were miles away from KOA when the storm hit and let me remind you that Rte is the only road to get to that particular KOA
We were caught between dunes and the sand started to cover the road so much so that not only were we stuck in this sand storm but there was a huge excavator doing donuts around us so we wouldn't get buried aliveI'm not exaggerating
The first thing my husband and I did was call Cruise America's Emergency hotline
Instead of "I hope you, your husband, and 1-1/year old are ok," we were greeted with"You are going to be responsible for the tow and any damage caused to our RV." We weren't told this just once but multiple times through the conversation we had with this so called emergency hotlineAs we tried to explain where we were, the gentleman on the other line virtually told us he couldn't assist us b/c we didn't have a mile markerUm, we couldn't see feet in front of us, the winds were at least mph, and the sand literally was now covering the roadway approximately feetIt was like a really bad blizzard only with sand
Finally, we had to hang up with the emergency hotline b/c they virtually were of no help and our cell phone service was shotty at bestWe finally called and they were able to find us a tow companyThe tow company advised that it would cost $1,to tow us out b/c the storm was that bad, we had no choice to pay itOnce we agreed to this price, we then had to call back the Emergency Hotline to get permission for the RV to get towedWe were again reminded that we were responsible for the tow as well as any damages
We spent hours in this storm with a screaming toddler and fear that we were not going to get out of this messThis is something that we couldn't have avoided, the residents in NC said that they have never seen anything like this storm in their entire lives
I am not upset about the storm, things happenThe storm was not Cruise America's fault
However, I am appalled on how it was handledIf it had been handled better we would have probably been able to get towed out the first time the tow company had come out and it would have been cheaper and less stressful and scary
The way that they handled this situation only gets better
So hours, yes that's right, hours after we were in this storm the rep called us to see if we were okIt is almost laughable
We called Cruise America to put in a complaint (we weren't looking for anything we just wanted to let them know how we were treated) and Lisa our rep pretended to care and advised that she would discuss it with us upon return of the RV
When we returned the RV, Lisa was out but we were ensured that she would call usYeah it's been almost weeks since we returned the RV and still have not received that call
We have since then spoke to upper management in which we were told that our case would be looked at and we would receive a callthis was weeks agoI'm not going to hold my breath
All in all, I would never recommend this company to anyone
We have been asked by numerous people if we would do this again b/c they were also interested in renting a RVOur response to them is yes but not with this companyWe have family in FL and we had planned to use them every year if our experience was goodWe will be looking elsewhere to rent and we will tell everyone that is interested to do the same

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Cruise America, You should be ashamed of your service and product.Yes I did sign a contract to take the rental before seeing it and chose to drive off the lot but that does not change the fact that you rented two filthy, broken RV's to my family We took responsibility to clean them throughly for hours prior to our actual departureAlso we did keep driving while the rental RV continually broke down and chose to fix or deal with the imperfectionsThat is your only saving grace is an iron clad contract that protects you a million times over while quietly putting your customer at an unfair disadvantageMy only hope is that when I tell every person I know my story- my families, friends, social media- I save them from being taken advantage of, ripped off and treated unreasonably.The power of my purse, power of the customer.Lastly as I previously stated I do not accept your resolution of a gift certificateI will not use your company again nor will any of my family, friendsI do not agree a certificate is standard in the travel industry, when I've rented a dirty hotel room they moved me to another and refunded my stay 50%I think you need to drastically increase your customer service and cleanlinessA company on the defense shows I'm not alone in my disatisfaction
Regards,
*** ***

CRUISE ACROSS AMERICA NIGHTMARE!!
HORRIBLE COMPANY, HORRIBLE EQUIPMENT, HORRIBLE CUSTOMER SERVICE!
IF YOU DECIDE TO RENT AN RV GET A MECHANIC TO MAKE SURE IT WILL MAKE IT THERE AND WORK SO IT DOESN’T RUIN YOUR VACATION!
I was given a Truck with SEVERE Alignment Issues, Broken Generator, only working Charge Port, NO Electricity or Outlets, Non-Working Fridge that spoiled our food, No AC or HEAT (in mountains at night), and truck infested with ANTS!
READ BELOW TO SEE MY NIGHTMARE! I AM NO SUING THEM!
I have never in my life dealt with such an UNPROFESSIONAL company that had NO REGARD for the Safety of their CustomersI rented a Cruise America Truck for Days (5/to 6/18) I am a Disabled person that was really looking forward to spending time in a low stress environment out WEST away from the East Coast Our plan was to go to Yellowstone National Park for Days, and then Montana, Idaho, Seattle, San Francisco, Los Angeles, Lake Powell Utah, and then stop in Colorado for a couple days then back to NJ Little did I know that I was in for the worse time of my life! Due to the negligence of Employees failure to show the inside of the truck, and follow protocol, and failure to have them give us a SAFE Truck and truck that had a working Generator, charging portholes for cell phones and GPS (we had only one that worked), and failure to show that there was a HEATER that ran off of a BATTERY and not Generator, and because of this I had mild hypothermia waking up at 5am at degrees outside in Yellowstone National Park (due to my meds I take I didn't awaken from the extreme cold and could have died!) When this happened I tried to turn heat and Generator on, and got yelled at by other campers that had ZERO bags they were sleeping in! Due to the horrible COLD nights in the mountains we had to cut our stay at Yellowstone days short, re-route our trip, and cut it short and go South to Utah, and once in Utah (in the middle of nowhere) the Generator Broke, so we had NO Air Conditioning or Electricity! This is when I saw a thermostat by the bathroom door that said "use this thermostat for heat for up to hours off the battery!!!" I could not believe this because if we WERE SHOWN THIS by Cruise American Employees, this we would have never changed our plans! Then in Green River Utah in a Parking Lot RV Park we trouble shot for hours with the "Road side Assistance" of Cruise America with first *** and then *** They could not fix it and then had the nerve to try to get us to drive to ARIZONA to get it fixed! We told them NO WAY, and I told them about the issues with the Ants, Electrical Ports, Heater Off Battery, Alignment Issues, Refrigerator Broken spoiling food, and asked for Customer Service and they said they had no Customer Service! I was near I-and lived in Colorado for years and asked them the closest place in Colorado to exchange out the disgusting truck I told *** at Road Side Assistance that I could not drive due to the fact that my Disability and the Stress from Cruise America being so horribly RUDE, and showed NO Empathy for our situation So it took us a day that included one night in a Hotel to get to drop the truck off In addition, we got in traffic by Vail due to construction, so we detoured and once out of mountains we got caught in a horrible Storm with TWO Tornados in Berthoud Colorado, and due to evacuations we could not find a place to stay! We finally found a Marriot Residence in to Stay in (we called *** and told her we would not make it in time due to the storm and my health condition) and all she kept saying is that we would be charge, and then charged a fee for drop off! She showed no empathy!! By this time I was done with them! Due to the fact we had SO MUCH luggage for Camping for RV we had to get a TWO Bedroom Room It took over Trips to get the stuff to the room, because *** demanded that the truck be Cleaned and Wiped down! During the Storm we only got a few bags up, and we waited in our rooms until the raining started the next day, and finally took another hours bringing luggage and incidentals up to the room We called *** and told her we would get there as soon as we can By the time 4pm came the rain let up, and it was safe to DROP the truck off (I told them I was done with them and not exchanging) While driving there we got stuck in Traffic, so we called the *** *** location to let them know we were going to be minutes late, and to please stay open, because we were not comfortable driving this vehicle any longer Much to our surprise the woman working there said they would not stay open for us, and they would lock the gates, and if we left it there it would get towed!! When I found this out I told her I was going to sue her because I was so upset! She finally said to drop the vehicle off with the car storage lot with the Man named *** who owned the property Cruise America is on and we would have to pay $to leave with him I have a video of him saying he does it all the time, and because we were videotaping he said that he didn't like that! He then had his ROOSTER attack me and called me a ***!!! I Called the Police and have a police report on this entire situation with videos and photos to support everything! The police made him take the truck, and he drove us to a safe place and called a cab for us to go get a rental car We got the Rental car to drive us around for Days in Colorado, and then after a days to to the fact the Hotel was full we had to move ALL OF OUR LUGGAGE and Stuff again to the Omni Hotel in Broomfield(Two Rooms attached to fit everything) It took us Trips (minutes away) to get all of our stuff there Then once there after getting settled it was time to leave, and we had to rent a ONE WAY SUV for $1,back to NJ so it could fit all of our stuff This is where we hit another horrible storm in Nebraska, and Tornado AGAIN (We would have never been in Nebraska if we didn’t have to re-route our trip) Regardless, we somehow made it home ALIVE! We are both EXTREMELY exhausted from this EXTREMELY Stressful trip that was RUINED by Cruise America Employees, Services, Equipment, and “Customer Service”This trip was supposed to be a day Adventure of relaxation and Nature, and it was anything but that I have been going from Doctor to Doctor to get my Pain Condition under Control since being back, and I am still feeling the exhaustion I have filed a complaint with the Revdex.com ( complaint# *** )I am still waiting on an answer on what is getting done to compensate me for all the money I lost, and time lost, and vacation ruined I have more photos and videos, that I am still slowly finding and downloading
Again this is my minimum expectation so I do not forward this to attorney and get compensated for pain and suffering, time spent moving all of our stuff all around Colorado, flare up PAIN from my Disability due to no regard for my condition Loss of income due the loss of electricity and broken Generator, due to the fact we were stuck in the middle of now where with no powerTrauma from running running someone off the road in Minnesota (Police saw everything) due to the truckThen finally getting attacked by a ROOSTER and called a *** by the nasty man that I was told to go to by the Cruise America Representative at the *** *** location I have police reports for this as well(AND VIDEOS AND PHOTOS)

Dear Ms***,
Thank you for contacting the Revdex.com regarding the matter of the additional chargeHowever as advised through communication with Customer Relations this matter has been presented to your merchant bank and is currently in the process of a charge-backDue to the complicated
nature of charge-backs I am unable to address this matter further and all communication with Cruise America must be completed through your merchant bank
Sincerely,
*** ***
Customer Relations Manager

Mr***,
I was notified today that you have submitted a charge back with your merchant bankDue to the complicated nature of charge backs I am unable to issue further comment on the matters and must advised that further communication must be completed through your merchant bank
Sincerely,
Aiden B***
Customer Relations Manager

Thank you for your e-mail about this claimThere has been no further response as Cruise America has made it’s stance very clear with regards to Ms*** on multiple occasionsCruise America still feels that the gift certificate offered is adequateOut Travelers Assistance team did all that was possible to assist Ms*** and all efforts were declinedAt the time of return no issue with the vehicle could be found and on subsequent rentals no issues have been reported
While I understand she doesn’t agree with our stance Cruise America feels that no further response to Ms*** is warranted on this matter
Sincerely,
*** ***

Dear MS***, Thank you for contacting the Revdex.com in regards to resolving this matterWhile I do understand that you do not agree with Cruise Americas decision to decline a one way drop this decision would standCruise America makes no guarantee of a one way rental approvalUpon review I
do see that a one way drop was declined more than timesAt that point a round trip booking was made and a deposit of $was collected to confirm the bookingAs the location in *** does need that vehicle back for others who have booked their rentals I must politely decline again to approve the vehicle to be returned to any location other than the *** ** officeCruise America does understand that the situation you are in is unique and we are very sorry to hear about your father we simply can not displace other customers who have placed a deposit in good faith for their rental. Again I do apologize however Cruise America must again and continue to decline requests for a drop of the vehicle at any location other than the *** ** officeSincerely, *** ***Customer Relations Manager

Dear Ms./Mr*** *** (Cruise America Representative):
We are in receipt of your response to our experience with
your company, Cruise AmericaThese situations are difficult
for both sides of the issue, but more so for the customer who has
experienced a very difficult end to what should have been a wonderful
vacation.
Unfortunately, we will carry this unfortunate
circumstance whenever we think about Cruise America
In all of the negative that is to follow, we want to say
that the FIRST breakdown, which delayed us hours, was handled
well and we left on our way feeling CA had handled a bad situation in
the best way possibleIt was the second breakdown at the *** exit
on the Pennsylvania turnpike that quickly turned into a
nightmare, and left us with no confidence in the first RV
The "apathy" that you said was
"inexcusable," occurred in Corapolis (Pittsburgh), not by the Ottsville staff. But, we should say finding toenails on the dining area cushions was an oversight by
the Ottsville staff and we found that totally disgusting and also
inexcusable!
With that being said, we must take your monetary offer as
an apology for our holiday being cut short by four days and an
apology for Traveller's Assistance unsatisfactory ability to handle
the second breakdown, which, we might add, should be something you
should be an expert atI do hope that the threat of our breeching the
contract because we requested a car so we could cut our vacation
short and drive home was the result of one rude employee and not
CA's policy
Your offer of $and a $gift certificate appears
to be a fair one. However, as "foodies," our first stop was
Wisconsin, where we bought
year-old cheddars and homemade bratwurst (which we
froze). We also made stops at several farms in Ohio and Indiana to buy
fresh beef, which we also frozeWith no refrigeration for two days,
we not only lost all of our frozen finds, but we lost food that we
bought for lunch and dinnerWe ate out only two times on our entire
trip, the rest of the meals we ate in the RV, so you can see we had
an ample stock of food
We also had to stay at a reasonably priced hotel because
the vehicle was not only filthy, and we had no food we could eat, but
it was not safeThe emergency exit window was taped shut with duct
tape and the floor was so dirty we wouldn't be able to take our shoes
offWe have pictures to support all of these claims if you are
interested in seeing themAlso, though it was our choice, we tipped
both tow truck drivers and the mechanic who handled our first repair
$each ($total) for their efforts under pressing
circumstancesThe tow truck driver in Pennsylvania went above and beyond by
helping us transfer all of our belongings from our disabled RV to
the replacement RV, while the CA representative left immediately upon
getting the paperwork signed
Back to the offer:The $is barely acceptable to
recover our damages
We also have no use for the $gift certificate at this
time because we have no plans of taking another road trip vacation
anytime soon; we need to get this past experience behind us. If you would add another $onto the monetary settlement and keep the gift
certificate, our losses would be coveredWe would also consider that
what we experienced was not representative of a typical CA
experience
I thank you for your quick response, and I sincerely hope
that you take this as an opportunity to educate your Traveler
Assistance team on how to handle breakdowns
Best regards,
*** and *** ***

Ms***,
Thank you for your contact the the Revdex.comI am sorry to hear of the experience you had with Cruise America on your recent rentalThrough the initial review on the matter I found that your party advised our Travelers Assistance Department that you sought out your own tire service
and possible paid out of pocket for the repairIf you could please supply the receipt for the service I will be happy to review it for consideration of refundOnce received and a full and comprehensive review is complete I will respond in full
Sincerely,
Aiden B***
Customer Relations Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
My complaint with Cruise America is that they do not want to own up to what they did I do not expect anything from them as I know they would not repay me anyway I do want people to know that they are not a reputable company and there are better place to rent RV from then them They wrote back saying they offered me help that I did not take That is not true they did say I could go and buy a hose, which I did not I spoke with the man I rented the RV from everyday and he realized the problem I had They also said it was there busy season and had no RV's left on the lotThat was also not true...My problem is I had no way of changing out the RV's My driver was not coming back to the area until I was to return the RV and I was taking care of my ill sister They knew renting the RV was not for a Vacation but to have a place to stay until we could get into the house we rented as we were moving back to Florida from Michigan so my sister could go into the Hospital at *** *** I found them to be rude on the phone when I would callIn one of our conversations they wanted me to try and fix the problem which I could notThe air completely went out, It was hot I lost all the food and medicine I had bought When I frist got into the RV it was dirty and had to be cleaned I want them to know it was not acceptable and I do not want this to happen to anyone else that rent from themSending me $to rent again was telling me they felt they did nothing wrong and I should be happy to rent from them again...That will never happenI want people to know if they call the Revdex.com to find out about them they will know that what they say they will do and what happens once you rent is two different things I just want people to know they are not a good company to rent from If they were a decent company realizing that it was a different situation for us, renting was not for a vacation but to try and make my sister who is disable and needed to go into the hospital confortable for her while we waited to get into the houseIt turned out to be a nightmare and no help from themThey should of refunded my moneyor at least half of it But then I do not feel they have any regard for the people who rent from them I realize they do not care what I say but I will tell anyone I can what a bad experience we had with them and not to rent from them...
Regards,
*** ***

Thank you for contacting Cruise America through the Revdex.comI do apologize for the wait in responseI am more than happy to fully review this matter for consideration on the requested refund however I must request a copy of the receipts for the hotel and if possible for the fuelOnce
these have been supplied I will respond with a fully informed responseIf you are unable to attach them here please feel free to forward them to ***Sincerely,
*** ***Customer Relations Manager