Cruise America Inc.

Dear Mr***, I would like to thank you for taking the time to write us about your recent experience with Cruise America and the situations you mentioned regarding your rental from our Ottsville locationWe know that thorough, accurate, friendly and professional service is essential
Your comments are appreciated since this is one of the best ways we have of knowing which areas need additional attentionConcerning the chassis issues you encountered, I understand that vehicle service issues during your vacation can be quite frustrating and warrants our attention and considerationI regret that we were not able to resolve your concerns to your satisfaction while on rentAlthough I cannot go back in time to correct the problems you encountered, I can say with the utmost confidence that the problems that you experienced are the exception and not the rule with Cruise AmericaThe behavior of the Travelers Assistance and Ottsville staff I am troubled byThe apathy they exhibited towards providing a vehicle that was prepared for the rigors of camping and assisting you in a professional manner is frankly inexcusableI can only apologize for all of this again, and hope that this did not completely inhibit you from enjoying your holidayWe will investigate this internally so that hopefully we can prevent situations such as this from occurring in the futureHowever, Cruise America is dedicated to your satisfaction and we appreciate your loyal businessIn that spirit, I would like to offer you a $gift certificate and a refund of 50% of the daily rate ($521.50)If you would like to accept this offer please sign the attached formPlease again accept my sincerest apologies regarding this situation. Sincerely,*** ***

Dear Ms***,
Thank you for contacting the Revdex.com and allowing them to assist us in resolving this matterAfter a full review I do see that the contract (*** card used at pickup) was refunded and additional $on 5/29/Additionaly I have found that this was issued due to the
need to move the pickup and drop off location due to unforeseen circumstancesIf there are other credits you feel that you are due can you please provide all available information so that I may research further
Sincerely,
*** ***
Customer Relations Manager

Dear Mr ***, Thank you for contacting the Revdex.com regarding the matter of the daily rateI do sincerely apologize for any misunderstanding however all Cruise America vehicles are rented on a per night basis and the daily rate is determined by the availability for the unit sizeBy changing the pickup dates this altered the availability for the location and therefore the rate increasedI do sincerely apologize if this was not properly explained to you during the booking processI must unfortunately decline your request for changing the daily rate to the original rateWith regards to the behavior of the Reservations staff I do sincerely apologizeI can assure you that this matter is being investigated internally to prevent such situations from occuring in the futureWe never wish our customers to receive less than the best customer service we can provideWith regards to any issues with the vehicle, as I do see that you are still currently traveling in the unit I can only recommend to contact our Travelers Assistance team at ###-###-#### for any vehicle issuesThey are available hours per day and will do their very best to assist you with any matters regarding the vehicleAgain please accept my sincerest apologies for the situations that you have faced thus far regarding the rentalSincerely, *** ***

Dear ** ***,By way of introductions my name is *** *** and I am in the Customer Relations DepartmentI have assigned myself to your file through this processI want to thank you for taking your time to contact us about your recent experience with Cruise America and more
specifically your rental from our Coraopolis locationWe know that thorough, friendly, and professional service is essential.I would like to address the issues with the interior systems of the vehicle that you encounteredWe do understand that taking time out of your vacation to repair a rental vehicle is not expected and can be very frustratingI do apologize that you had to take this time to repair the vehicleCruise America appreciates your willingness to work with us in attempting to resolving this matter for you so that we could get you back to your vacation as soon as possible. We do understand that your trip was not exactly as expected I would like to offer a refund of $(50% of the rental and refund for miles)This refund has been applied to *** *** card ending in It is with this refund that I do sincerely hope that you will allow us to serve you again in the futureAgain please accept my sincerest apologies for the poor impression you received from Cruise America and our representatives. Sincerly,*** ***Customer Relations

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
We were supposed to be credited a free nights rental in the amount of $and milesThis was told to us by a "corporate" staff member
Regards,
*** ***

Dear Ms***, Thank you for your correspondenceI have looked into the matter concerning the refrigerator and have found that it is experiences technical issuesFor this I do sincerely apologizeI have spoke with the location regarding sending out a vehicle in this condition to ensure
that a situation such as this does not occur againDue to the inconvenience of the refrigerator not working properly I have had our Accounting Department issue a credit of 25% of the daily rate ($295.75) and the requested $for the ice and foodA total of $has been refunded to *** card ending in ***With regards to the mileage I must decline the requested refundAs previously advised you were not double charged for the mileageAt the time of pickup the contract that is signed is an estimated amount. When the vehicle is returned all charges are finalized, the amounts on the contract are updated and the appropriate amount of additional funds is collectedWhen the booking is made an estimate of mileage is figured into the total cost, however this is broken down in your reservation confirmation that is supplied when the booking is madeHad you traveled less than the estimated mileage you would have beenrefunded the unused mileageHowever as you traveled over the estimated amount the difference of $was collectedI do understand that the total on the mileage shows $This is just the finalized mileage total for the contractAgain you were only charged once for the mileage traveledI do apologize for any confusion with regards to the billingPlease accept my apologies for the issues faced with the vehicleIt is with the supplied refund that I do hope you will afford us an opportunity to serve you in the futureSincerely, *** ***

Thank you for your correspondenceWhile I do understand that you have previously contacted Cruise America on multiple occasions seeking a refund for the noted amount I must further decline this refundAs previously explained all monies that Cruise America collected have been refundedWe are
unfortunately unable to refund more than what was collectedAdditionally as a gesture of good will a gift certificate in the amount of $that is applicable towards a future rental has been issuedI do apologize that you do not feel that Cruise America has acted reasonably in resolving this matterHowever we must politely decline any further requests for refund.Sincerely, *** ***

Dear Mr***, After a full review of all receipts and the contract I would like to offer a full refund of the remaining contract charges ($149.98) and an additional $gift certificate that is applicable towards a future rentalWhile I do understand that this does not fully cover the fuel and hotel costs we are unfortunately unable to refund more than what Cruise America collected for the rentalHowever I would like to offer the gift certificate towards a future rentalPlease accept my sincerest apologies for the situation faced while renting with Cruise AmericaIf you would like to accept this offer please sign the attached form and send it back and I will have our Accounting Department apply the refund and mail the gift certificateSincerely, *** ***

Warning do not rent from cruise American poor customer service they give u a unit that is completely broken and then expect u to pack up and bring the unit back to wait for the repairs you take the unit back and show them what is wrong with the unit for the inspectors to say oh there's nothing wrong with it!!! Completely none livable for a week rental do not waste your time or money in this business Randall Smalley (CEO) doesn't want to help out his customers in any way to better his company help put him in debt do no rent from cruise America!
Headquarters hangs up on you what kind of business is it? Nothing gets resolved! Cruise America only care about the money not their customers!
Watch out if u make a complaint on their web page it get forward to that location they then "pretend" they are the correct rep you need to be talking with about your concern but it's all a lie!!!! Once you catch them in their own lie they completely stop responding! That's ok though since everything is done in "writing only" I have all our copies of conversation that will get looked by lawyers and be taken to the next step Cruise America wants to try to pull one over on me we see about that!

Dear MrJ***
Thank you for your submission to the Revdex.com regarding the damage chargesAs per our phone conversation that occurred on or around 2/29/the Cruise America Subrogation Department is working diligently on your fileOnce Cruise America is able to recoup the costs for the
damages to the vehicle from the other party involved in the incident you will be refunded the deductible that was collected at the time of returnWhile I understand that you wish the funds to be returned before Cruise America collects from the other party I must politely declineAs per the Additional Terms and Conditions of the Contract Section 5(b) states: "If the vehicle is used as permitted by the Terms and Conditions of this Contract, the following applies: You are responsible for any and all loss of or damage to the Vehicle from any cause regardless of fault to a maximum of $1,per occurrence." Additionally as we discussed you will receive an update as it is available on the status of the claim from our Subrogation DepartmentClaims of this nature can take up to year to complete due to the complexity f the situationHowever as stated Cruise America is working diligently on resolving the matter as quickly as possible with the other parties insurance carrier
Sincerely,
Heather M***
Customer Relations Manager

Dear Mr.***,
Thank you for your e-mail regarding your recent experience with Cruise AmericaI do sincerely apologize that the proper information wasn’t provided to you at the time of booking the reservationWhile the information about towing is listed on the Cruise
America website I will forward a copy of your comments to management for consideration for a policy change
With regards to the reservation cost I have had our Accounting department issue a refund of the $depositPlease again accept my apologies for any inconveniencePlease allow 5-business days for the processing of the refund to your account
Sincerely,
*** ***
Customer Relations Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I was instructed by the Cruise America reservation agent that I could receive the discount if I presented the KOA Value Card at time of pick-up. She did not inform me that I needed the card prior to booking reservation. I followed the instructions provided by a Cruise America employee and the copmpany should honor the discount. If I had been provided the correct information by the Cruise America reservation agent I would have obtained the KOA Value Card and then booked the RV. The agent didn't know the Crusie America policy but I should not have to suffer the financial penalty because of a mistake by a Cruise America employee.
Regards,
[redacted]

Dear Ms. [redacted], By way of introductions my name is [redacted] and I am the Manager for the Customer Relations Department and I have assigned myself to your file through this process. I want to thank you for taking your time to contact us about your recent experience with...

Cruise America and more specifically your rental from our Federal Heights location. We know that thorough, friendly, and professional service is essential.I would like to address the issues with the interior systems of the vehicle that you encountered. We do understand that taking time out of your vacation to repair a rental vehicle is not expected and can be very frustrating. It is understandable that you did not want to interrupt your precious vacation time. I am sorry to see that our Travelers Assistance team was not provided the opportunity to assist you in possible troubleshooting to help alleviate some of the issues encountered. However I would like to assure you that we do take your comments about the deficiencies of the vehicle seriously.Concerning your comments about the apathetic behavior of our Federal Heights staff and Management; I want to express my deepest apologies.  As stated in the opening portion of this e-mail Cruise America knows that proper service is essential. The experience that you encountered with our personnel is frankly inexcusable. A copy of your comments has been forwarded to the proper management team for review and internal handling to avoid such situations in the future.  The year of the vehicles that Cruise America rents they can range currently from 2009 to 2016 model years. The Cruise America website is correct that we do purchase new vehicles each year. These vehicles are added to our fleet as we refurbish and sell the older model years. Cruise America makes no guarantee the year of the vehicle that will be provided to any customer. I can only apologize for any misunderstanding. Concerning the tire situation that occurred while you were traveling I can only apologize for this experience. I can assure you that Cruise America has policies in place to ensure that the vehicles are properly evaluated before they are sent out for rental. While I cannot comment as to the ultimate cause of failure of the tire on the vehicle I can assure you that we take a situation such as this seriously. As stated above your comments have been forwarded for review and internal action to ensure that such a situation does not occur in the future.  As a note to the reference of services our Travelers Assistance team is limited as to the services available in the areas you are traveling. While Travelers Assistance is available to speak with you 24 hours a day they are limited to the services that are already in place in that area. They do their best to locate service either at a Cruise America facility or a 3rd party service location. However there are times where the location you are traveling is so remote that services are very hard to find. I can assure you that this is as frustrating to the agents of Travelers Assistance as it is to you when services cannot be located in your area.With regards to the damage charge I have completed a full review and have found that the location did charge the damage for the tire incorrectly. However the damage charge also included damage that occurred to the front bumper of the vehicle that was unrelated to the tire incident. I have checked multiple previous contracts for possible previous damage and there is no damage indicated on the front bumper of the vehicle. Due to this damage a portion of the damage charge does stand. A total of this damage is $643.38 (plus taxes). A total of $287.45 has been refunded to [redacted] card ending in [redacted] for this damage cost difference. A copy of the repair order is attached here along with a copy of the photo of the bumper damage for your reference. However we do understand that your trip was not exactly as expected I would like to offer a refund of 2 days of the daily rate ($338.00 + taxes) . In accordance with Cruise America policies I must politely request that if you would like to accept this offer to please sign and return the attached form at your earliest convenience.Sincerely, [redacted] Customer Relations Manager

Dear Ms. [redacted], Thank you for your e-mail to the Revdex.com. To our understanding this matter is being settled directly with our Dealer Manager [redacted]. Unfortunately I am unable to offer a solution to this situation through the Revdex.com as this matter is being handled directly between yourself...

and [redacted]. However I can assure you that this claim is being added to the file that Customer Relations is keeping. Sincerely, [redacted]Customer Relations Manager

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Ms. C[redacted], I have worked directly with the Global Manager for the Reservations Department regarding the situation and after review and discussion on the matter it was found that you were correct about the language on the website regarding the travel agent discount. We are currently...

in the process of working to update the website to reflect the correct information and to remove any ambiguity. I do sincerely apologize for the inconvenience and frustration this has caused. I also want to assure you that our Reservation Agent [redacted] has been re-trained on the Travel Agent policy to ensure that no further miscommunication occurs with any other Travel Agents. Concerning your comments on [redacted] behavior this has also been addressed. Further coaching and monitoring are being set in place to ensure that she is providing the proper customer service in line with Cruise America standards. Unfortunately during the discussion regarding this matter the reservation was cancelled and the deposit was refunded in full (see attached). I am unable to speak to a reason why this occurred however; I have ensured that the reservation was re-opened under the same reservation number ([redacted] and that it does hold the original rate for your reservation and now includes the 20% Travel Agent Discount. Unfortunately due to the closing and refund of the reservation a new deposit will need to be placed. Should you wish to keep the reservation please contact our Reservations Department Agent Ray C[redacted] directly at ###-###-####. For your convenience he is available on the following dates and times: June 27th-8:30am-5pm; June 28th-1:30pm-10pm; July 1st-12:30pm-9pm; July 2nd-11:30am-7:30pm. Should you not wish to keep the reservation please let me know and I will ensure that it is closed. Again please accept my sincerest apologies for the issues that have occurred with the situation. Sincerely, Aiden B[redacted] Customer Relations Manager

Mr. H[redacted], Cruise America does not handle insurance claims directly and does not make determinations on coverage or liability; as such he matter was...

turned over to our insurance carrier [redacted]. A claim was set up through [redacted] and an adjuster was assigned to the matter for handling. I have personally contacted the adjuster on the matter to inquire as to why the matter was turned over to your personal insurance. I was advised that while the incident occurred in South Carolina the determination of the insurance company who is responsible for primary coverage and who is responsible for the excess coverage is determined on the originating state of the rental. Cruise America, Inc. and [redacted] Insurance do not make the determination of what insurance is primary or excess. This is based on the individual states regulations that [redacted] must abide by. As your rental was based out of Texas this caused your personal insurance, USAA, to be the primary insurance on the matter and [redacted] to be excess liability carrier. Any claim made by the other party for damages would be handled by your personal insurance first and should your insurance not fully cover the damages claimed by the other party [redacted] would then cover the remaining damage costs up to the coverage limits. Please note that this is not in regards to the damage to the Cruise America vehicle. This applies solely to any damages that occurred to the other parties’ property. I was also advised that a letter explaining why [redacted] would not be primary was faxed to USAA and mailed to you at the address listed on the contract. While I understand that this matter is frustrating Cruise America and/or [redacted] is unable to withdraw the information sent to USAA on the matter for the reasons stated above. Sincerely, Aiden B[redacted] Customer Relations Manager

Thank you for the reply. Cruise America has been informed that you are pursuing a chargeback with your merchant bank. Doing a chargeback with your merchant bank is well within your right as a consumer, Cruise America will abide with your chosen course of action. However, due to the complicated nature of “chargebacks” and the express contract disclaimers set forth in the rental agreement once a claim has been placed in the chargeback process, we cannot negotiate directly with you. If this remains your chosen course of action,please make all your requests using your credit card financial institution. While you may not be in agreement with our position, I trust you understand the necessity of this letter and our stance on this matter. Sincerely,[redacted]Customer Relations

Dear Ms. [redacted],
Thank you again for your response. However I must again decline your requested for a refund of 800 miles. As previously stated when a location is moved compensation is offered. You were offered 350 miles and 1 day compensation. This amount that was agreed to has been applied to the contract. Generally when compensating mileage it is the mileage that is traveled to and from the location and your home address. This is approximately 250 miles round trip. You have been compensated an additional 100 miles to assist with the inconvenience that has occurred with the move of the location.
While I do understand that you feel a refund of approximately 1/2 the mileage traveled in the RV should be compensated I must politely decline any further compensation than has already been applied.
Sincerely,
[redacted]
Customer Relations

Dear Ms. [redacted],
Thank you for your reply. While I do understand that you wish to recieve a full refund for the rental I must politely decline. After the review of the case Cruise America has found that the offered compensation for the pick up location move is satisfactory. If this was not acceptable Cruise America did offer to refund your initial $300.00 deposit and cancel the reservation. While I do understand that neither resolution would be ideal Cruise America does it's best to provide the booked vehicles. However situations that are out of our control do happen and we do our best to provide compensation for the inconvenience of having to move your pickup location.
Additionally I do see that there were no reported issues with the vehicle while renting. This can only lead me to believe that Cruise America provided the product that was rented and was fully functional for the purposes of your trip.Please see 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 expenses. Lessor'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 Vehicle. Radio, automatic entry step, air conditioning, refrigerator, microwave or other appliances, cruise control or generator malfunctions are not considered to be mechanical breakdowns. Vehicle exchanges may only be considered in the event of a mechanical breakdown. Lessor 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." Per the additional terms and conditions you experienced no breakdown as defined by the contract.
Again while I do understand that you feel the applied compensation is not adequate I must politely decline further reimbursement for the move of the pickup location.
Sincerely,
[redacted]