Cruise America Inc.

Ms. [redacted],
In order to properly reply to your claim I exceeded the allowed character count as permitted by the Revdex.com system. As such I have attached a copy of the intended response.
 
Best Regards,
Aiden B[redacted]
Customer Relations Manager

Dear Mr. [redacted], I would like to thank you for taking the time to write the Revdex.com about your recent experience with Cruise America and the situations you mentioned regarding your rental from our [redacted] location. We  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 attention.Concerning the interior issues you encountered, I understand that vehicle service issues during your vacation can be quite frustrating and warrants our attention and consideration. I regret that we were not able to resolve your concerns to your satisfaction while on rent. Although 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 America.After a full review of the contract and the situations surrounding your rental I have advised our Accounting Department to issue a refund of all generator usage ($91.00) and 1 day of the daily rate ($149.00). A total of $259.20 has been refunded to the Visa card used at the time of pickup. Additionally I would like to offer a gift certificate in the amount of $200.00 that is applicable towards a future rental. However should Ms. Johnston be unable to utilize the certificate it is fully transferable to another party of her choice. Please again accept my apologies for the poor impression you have received of Cruise America. We do hope that you will provide us another opportunity to serve you in the future. Sincerely, [redacted]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.
Cruise America continues to offer $0.00, which is less than the $50 their operator offered me, but advised me not to accept because it was too low and corporate should provide more.
Cruise America's representative has gone from simply refusing to do the right thing to now communicating completely false information.We absolutely were told that CA would not pay for repair of the locks unless we drove to Portland, OR (a 4 hour round trip).
This was on the same call as the discussion regarding trailers. [redacted] either didn't listen to the whole call or she is choosing to be...misleading.
We were told that we would still be charged for the extra miles to drive to and from Portland, as well as the daily charges for missing our return deadline. We simply could not afford that.
We absolutely did return many of the voice mails we received. Why [redacted] thinks we didn't return any, or why it is relevant that we didn't return every single one, is beyond me.
CA never said "it would be difficult to get service on the weekend." They said "we will not pay for service on the weekend."
We had already indicated that we knew of available service locations we could go to. We were told that we were not allowed to get repairs on the weekend.
We just did a quick [redacted] search and the first result showed an RV repair shop only 15 miles away that has regular hours on Saturday: [redacted]
The clauses CA is citing have no relevance to this issue.
The mechanical breakdown clause says nothing regarding locks.
Whether or not this was a mechanical breakdown has nothing to do with this complaint.
We have not requested credit for lodging, so the $30 limit per person for lodging has nothing to do with this complaint.
CA's obligation to fix the locks is not at question, and all evidence shows they failed to help us fix the locks.
CA's own documents state that it is not safe to use the vehicle with unlocked storage compartments and windows.
See pages 8 and 18 of the "Renters Assistance Guide."
Despite written documentation in CA's own materials that these broken locks presented an unsafe situation, their representatives forced us to use the RV under these unsafe conditions.Even if it were true that CA hadn't denied our request to get repair at a 3rd party (it isn't), they still refused to repair the RV on the weekend. They gave us explicit instructions to continue using the RV for multiple days knowing that it was unsafe by their own definition.
Etc., etc., etc.
Ultimately what we have here is a large corporation that has unquestionably done my family wrong and put our lives at risk but, instead of making things right, they choose to hide behind the legalese of their contract (even though the clauses cited do not pertain to the situation at hand and even though other CA documents that make up the total agreement support our claims).
We are not asking for a full refund. We are not even asking for a large refund. We have only asked that CA give us some amount of a refund to make up for the fact that they put our lives at risk, refused to help us, and failed to provide even the minimum amount of support that we were promised we would get. We believe that CA violated both the letter and spirit of our contract, and that they gave us substantially less value than we paid for, and we simply desire a small token of apology.
If CA continues on this wrongheaded path of aggressive anti-consumer behavior, we will continue to file complaints with every government and private advocacy group that will listen. Also, we have already convinced a family member not to rent with CA for a month-long trip that they just started. CA's actions here are not just wrong, they have already lost the company business that would have brought in more revenue than our entire trip did. We will continue making every effort to steer other consumers away from CA until we have an apology and partial refund.
Regards,
[redacted]

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.
Cruise America states that they could have fixed the water problem in 2 hours. The nearest service center was in [redacted] which was a 2 1/2 hour drive from our location in Canyonlands National Park. We were not prepared or able to drive 5 hours round trip plus 2 hours service time to have the water changed out. We already had driven many over 150 additional miles to purchase bottled water for use in the vehicle to drink, wash dishes, and wash ourselves at considerable additional cost of time, mileage  and gas. Not to mention the stress we suffered from worry that the water we used that night for washing dishes and glasses as well as showering ,had anti freeze in it. They ruined our vacation due to incompetence and are only willing to reimburse this small amount with a gift certificate of $150 which is worthless as I could never use their services again with confidence of safety.
Regards,
[redacted]

Dear Mr. [redacted],
Thank you for your reply. With regards to a phone call I must politely decline. All communication with Customer Relations is done via writing to ensure proper review of any and all claims. Additionally as your chosen course of action was to contact the Revdex.com all communication through this process is also done in writing.
As stated in the previous reply the generator carries a charge of $3.50/hour for usage. While each Cruise America vehicle is equipped with a generator they are no promoted as the main source of power for the vehicle and as such the associated charge is collected for the usage. This charge is outlined on the Cruise America website, the Reservation Confirmation, Vehicle Acceptance Form, and contract that is signed at the time of pickup.
While doing a charge back is your right as a consumer Cruise America is no longer able to communicate with you on this matter directly. Due to the complicated nature of charge backs all further communication must be completed through your merchant bank. Should this continue to be your chosen course of action please ensure that all communication is completed through your financial institution. While I do understand that you do not agree with the stance Cruise America has taken on this matter, I do trust that you understand the necessity of this position.
Sincerely,
Heather M[redacted]

Dear Ms. [redacted], Thank you for contacting the Revdex.com. By way of introduction my name is [redacted] and I am the Customer Relations Manager. I have spoken with our Reservation Department Management regarding the situation and reviewed the file myself and must politely decline the requested...

rate change. While I do understand that you do not feel that ensuring all information is correct is your responsibility, I can only agree with this statement partially. The reasoning for this is because the Reservations Agents recommend for you to double check the confirmation once it arrives to ensure that all information is indeed correct and to advise them if anything is found that was not booked properly. As stated in your submission to the Revdex.com you did receive the confirmation e-mail on the date that the reservation was made. As this process did not occur Cruise America had no knowledge that there was an issue with the booking until they were contacted approximately 4 1/2 months later.When Cruise America was advised of the booking error it was corrected. However when changing a location the rate that the location is currently set at automatically applies to the reservation. We understood the booking error that occurred and the Reservations Agents Management was able to reduce the daily rate from $240.00/night down to $169.00/night. While I do understand that this resolution is not acceptable to you we must politely decline further concessions on this matter. Sincerely, [redacted]Customer Relations Manager

Ms. [redacted],
Thank you for your submission tot he Revdex.com. Due to the limited characters allowed in the response field I have attached Cruise Americas full response to your claim.
 
Sincerely,
Aiden B[redacted]
Customer Relations Manager

On 12/19/2016, Called the Cruise America, Arizona office at ###-###-#### reference a charge from my RV rental in Miami 10/19-24/2016. Customer service female representative was rude, quick to disconnect and not answer questions. And after several calls (5) refused to put a supervisor on the line. When we turned on the stove and open the drawers and cabinet doors 100's of baby roach scattered all over the place. We reported the unsanitary conditions and purchased two cans of roach spray.

Mr. [redacted],
By way of introductions my name is Aiden B[redacted] and I am the Manager for the Customer Relations Department. I would like to touch base about the vehicle issues that you mentioned in regards to the roof top air conditioner and CD player. Cruise America offers a 24/7...

Travelers Assistance line to contact while you are traveling in case any such situations arise. I do regret that we were not provided an opportunity to try and resolve the issues so that you were able to continue your trip worry-free. The vehicle was inspected and found that the shoreline was not properly plugged into the outlet located in its storage compartment. This step is outlined in the orientation video and rental assistance guide provided with the vehicle. Additionally the CD player was inspected and no malfunction was able to be located with the system.
Concerning the cleaning fee that was assessed the Vehicle Acceptance Form that is signed at the time of pickup outlines the additional fee. The rental agents at return found an excessive amount of hair through the vehicle. Other members of the staff and management were consulted before applying the $200.00 fee.
Cruise America makes an effort to resolve any issues with the vehicle (i.e. cleanliness) before checking the vehicle into the system. As such it was found that your party was offered to take the vehicle and have it detailed to ensure that no hair was left behind. This offer was declined and the staff was informed to apply the charge to the contract.
In regards to the late fee that was placed on the contract I must also politely decline this request. Cruise America return times are from 9am- 11am. As indicated on the Vehicle Acceptance From there is a $25.00 per hour charge should the vehicle be returned after 11am. As the vehicle was checked into the system at 1pm your party was subject to a 2 hours late charge.
Thank you again for contacting the Revdex.com regarding this mater.
 
Aiden B[redacted]
Customer Relations Manager

Ms. O[redacted],
Thank you for your contact to the Revdex.com. I do see that you are still currently traveling in the vehicle and are due to return on 7/25/16 to our Cedar Hill, TX location. As the contract is still currently open and you are utilizing the vehicle Travelers Assistance is the best area...

to assist you with any matters. From a review of the current records I do see that they were able to work with a local repair company and get the cab A/C repaired for your party. Cruise America is happy to issue compensation for this time down and inconvenience however, as you are still traveling this will need to be discussed with the location at the time of return. I do apologize for any inconvenience that you have experienced while traveling and I do hope that the remaining time in the vehicle is enjoyable and worry-free.
 
Sincerely,
Aiden B[redacted]
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.Here are the attached receipts you had asked for, A copy from my bank statement of 2 receipts for gas on 5/11/2014, we filled the tank with a total of 165.00 in the broken down RV. Also here is (2) receipts from 2 rooms on 5/11/2014 with 7 people. We were told we would receive a refund. Also (2) receipts for 2 rooms on 5/12/2014 for 7 people, and also told we would receive a refund. Regards,[redacted]

Mr. [redacted], I have reviewed the claim made through the Revdex.com and have found that on approximately August 8th an identical claim that was...

submitted to the Southern Colorado Revdex.com under case number [redacted]. As our headquarters are not based in Colorado I was unable to reply directly to Southern Colorado claim however; our Colorado Springs location did provide me with a copy of the claim. On August 17th I replied to you and indicated that I had received a copy of the claim but was unable to reply due to the aforementioned reason however; I did address the points made in the claim. At the conclusion of my response I indicated that since your return of the vehicle no reported matters have been able to be verified and that the vehicle has been through multiple rentals since that time. To date this information still stands and a decline of your request for the unused days still stands. For reference I have attached a copy of the August 17th response that is mentioned above along with a copy of the noted Southern Colorado Revdex.com complaint.   Sincerely, Aiden B[redacted] Customer Relations Manager

Dear Ms. [redacted],
Thank you for your contact with the Revdex.com. Looking over your claim I would like to apologize for any misunderstanding that may have taken place. I would like to take the opportunity to clear up any misunderstandings that occurred while you were on rent or contacting...

Customer Relations after the return of the vehicle.
Cruise America Travelers Assistance does the very best the can to locate service when needed. While Travelers Assistance is 24 hours per day they are limited by the local services repair hours. These hours are generally normal business hours of 8-5 Monday through Friday, generally 8am-12pm on Saturday and closed on Sundays. These hours are for non emergency services such as the issue that you encountered with the roof top air conditioner. The after hour services that are available to the Travelers Assistance team is tire and towing services. Looking through the Travelers Assistance log the initial call was placed at approximately 10pm eastern time on Saturday evening. Due to the time of night during the weekend this allowed our Travelers Assistance team no opportunity to locate a service to evaluate the vehicle until services re-opened on Monday. However to ease the heat inside the vehicle you were offered to purchase fans, which Cruise America would reimburse your for upon return. As a note service was offered to resolve this issue and was declined. This offer took place on Monday 6/9/2014 at approximately 8am. Travelers Assistance made multiple attempts to offer locate service to resolve the issue but the offer was repeatedly declined.
While I do understand that you did request another vehicle and were declined I would like to explain why. During the peak rental season most locations are 100% booked on vehicles and at times an exchange is unfortunately not available within the area. Additionally per the Additional Terms and Conditions of the contract exchanges are reserved for a mechanical breakdown. Unfortunately the roof top air conditioner is not considered a mechanical breakdown of the vehicle. Had an exchange been approved this would have only been in the basis that the vehicle was evaluated in a service location and deemed non-repairable. Had any services on trip occurred our Travelers Assistance team would have been able to compensate for any time that was spent for a repair.
Additionally the vehicle was evaluated upon return and no issue with the roof top air conditioner or any operating system in the vehicle was able to be located. While Cruise America does understand that you did not have the experience that you expected while renting with us we did offer the mentioned $100.00 gift certificate towards a future rental. This was issued so that we may show you a vacation that you expect in the future.
I can only apologize if you feel that Cruise America has any time made you feel that an issue with the vehicle or the poor experience that you mentioned is not our problem. We do take all customer comments seriously and evaluate each case fully before a response is provided. The compensation offered in each case is the compensation that Cruise America feels is warranted after the investigation is done.
Again I do apologize if you feel that Cruise America did not live up to your expectations. We would like you to use the gift certificate for another rental so that we may have the opportunity to show you the vacation that you were expecting.
Sincerely,
[redacted]
Customer Relations Manager

Dear Mr. J[redacted],
I do understand your frustration on the matter and I can only apologize and continue to advised that Cruise America is working diligently on recouping the funds from the other party for the damages so that we may refund the deductible that was collected. However as previously advised you are responsible for the $1,000.00 deductible regardless of fault. Until Cruise America is able to recoup the monies from the other party for the damages to the vehicle the deductible that was collected will remain being held by Cruise America.
 
Sincerely,
Heather M[redacted]
Customer Relations Manager

Dear Mr [redacted], Thank you for contacting the Revdex.com regarding the matter of the daily rate. I 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 size. By...

changing the pickup dates this altered the availability for the location and therefore the rate increased. I do sincerely apologize if this was not properly explained to you during the booking process. I must unfortunately decline your request for changing the daily rate to the original rate. With regards to the behavior of the Reservations staff I do sincerely apologize. I can assure you that this matter is being investigated internally to prevent such situations from occuring in the future. We never wish our customers to receive less than the best customer service we can provide. With 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 issues. They are available 24 hours per day and will do their very best to assist you with any matters regarding the vehicle. Again please accept my sincerest apologies for the situations that you have faced thus far regarding the rental. Sincerely, [redacted]

Thank you for contacting the Revdex.com. After another review I have had our Accounting Department refund the $25.00 dump charge as a gesture of good will. As you state they were able to get further waste to come out of the tank. As per the contract this would result in the dump charge. However in order to...

resolve this amicably the charge has been refunded. Please accept my apologies. Sincerely, [redacted]

Dear Ms. [redacted], Thank you for contacting the Revdex.com regarding your recent experience with Cruise America. We know that friendly and professional service is essential and your comments are one of the best way we have of knowing which areas may need additional attention. With regards to...

our Travelers Assistance team I do apologize for any perceived apathy and that the reason for no available service at the time of your call was not explained properly. Our Travelers Assistance team is limited as to the services available after hours and on weekends. While our team is available to speak with you 24 hours a day services are limited to towing. As I see it in our records and your letter you were able to reach your destination. Had something occurred and you were not in a safe area our team would have located a tow to take you, your party and the vehicle to a safe location for the night until services opened again in the morning. Again while Travelers Assistance is available 24 hours per day they are at the mercy of service locations in the area and the hours they keep. With regards to mobile services on the vehicle Cruise America does not allow this in a possible breakdown situation. Simply because we want to ensure that you are back to your vacation as soon as possible and the best way that we have found to do this is to have the vehicle go to a fully equipped shop so that it can be properly evaluated and repaired. As an additional note I do see that our initial agent who assisted you did call to a local hotel and got the price for one night for yourself and your party and found transportation from the RV to the hotel, which was advised we would reimburse you with the presentation of the receipts upon the return of the vehicle. This was offered as the agent understood that you did not feel safe at your destination however when this was offered as a solution for the night this offer was declined. In regards to an exchange request these are reserved for a mechanical breakdown of the vehicle and the vehicle can not be repaired in an appropriate amount of time. Had the vehicle been evaluated and found non-repairable an exchange would have been attempted to be located and supplied to you. As Cruise America was not able to get the vehicle to a repair facility for an evaluation and see what it would take to get you and your party back to your planned vacation an exchange was unable to be approved. I can assure you that Cruise America does not avoid providing exchange vehicles to avoid paperwork. We do what is possible to ensure the fastest resolution to your problems. This includes getting, at minimum, an initial diagnosis on the vehicle issue. However as all attempts to assist you were declined and the issue with the vehicle was not able to be duplicated I must politely decline a refund of the rental cost. However as I do understand that you feel that you were not treated fairly by our Travelers Assistance team, or Cruise America as a whole I would like to offer a gift certificate in the amount of $300.00. The certificate is fully transferrable to another party of your choosing should you not wish to utilize it. However it is my sincere hope that you will allow Cruise America another opportunity to show you that we are dedicated to customer service and ensuring you a wonderful vacation. Sincerely, [redacted]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 inquired and I have no idea whos credit card was credited MY amount as indicated on my invoice.  I asked the other parties and it was no one I know.  So I am not doing your job again.  Unless you can provide me the other parties information, I want this resolved!
Regards,
[redacted]

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.
First of all, two of the documents attached did not download. Second, while Cruise America conceded that the $851 charge should never have been made, they swapped one charge for another, saying that the RV suffered damage to the front bumper. When we returned the vehicle, they did not do any kind of inspection with us or note any damage. Since we were never in a situation that would explain that damage (other than the tire failure, which they concede resulted in damage that we should not pay for), we assume this is an attempt by Cruise America to extract money from us. I have pasted my response to Cruise America below.Please let me know if I can provide any further information.Regards,
[redacted] Thank you for your response of 7/16/15. I am glad that the charge for damage to the wheel well has been removed and that you confirmed that it never should have been charged in the first place. We also appreciate your offer to refund a portion of our rental. I am, however, shocked that instead of considering the matter closed, a new charge is invented to replace the old. At no point did staff at the Federal Heights location do a walk through with us upon our returning the vehicle and note any dent. They only seemed interested in blaming us for the renting the “wrong” vehicle and charging us extra money for our rental. We spent our time there contesting the charge that you agree shouldn’t have been made in the first place. As at no time did any incident occur that would explain a dent in the front bumper, I can only assume that this is a vindictive act on the part of the Federal Heights staff or a dent caused by the tire failure, which you agree is not our responsibility. I am also alarmed that you would demand payment to fix a vehicle that clearly should be taken off the road. As I’ve stated, no one should be renting this vehicle and I am still shocked that Cruise America is renting unsafe vehicles to consumers with limited RV experience.I am terribly disappointed in your reply. Our experience with Cruise America only becomes more disappointing. On our way to return the vehicle, we assumed that we would be met with concern and an offer to refund a portion of our trip. Boy, were we wrong. As we did not receive the service and safety promised by Cruise America on your website, I am contesting the entire cost of our rental through our credit card company.

I want a call...

from customer service. I have left 3 message for a call back.  at this time my Credit card has reviewed my call logs and determined that cruise america did not provided the starndard of service for discover custiner and is reversing all charges.  i suggest you contact the last renter and ask them how much generator time they used.  because the genertor never worked I called in the first day of the rental and everyday there after.  i was also advised the the generator was part of the rental I asked 3 times in the first 2 phone calls. 
also how was the passangers to stay cool while driving since the AC did not work on the invertor. 
I have also called in monday tuesday and wendseday they have taken my name and number and said a customer service rep would call me back when they had time and I cant talk with amanager 
 
please call me [redacted]