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Cruise America Inc.

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Cruise America Inc. Reviews (174)

Dear Mr. J[redacted]
Thank you for your submission to the Revdex.com regarding the damage charges. As per our phone conversation that occurred on or around 2/29/2016 the Cruise America Subrogation Department is working diligently on your file. Once 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 return. While I understand that you wish the funds to be returned before Cruise America collects from the other party I must politely decline. As 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 $1,000.00 per occurrence." Additionally as we discussed you will receive an update as it is available on the status of the claim from our Subrogation Department. Claims of this nature can take up to 1 year to complete due to the complexity f the situation. However as stated Cruise America is working diligently on resolving the matter as quickly as possible with the other parties insurance carrier.
 
Sincerely,
Heather M[redacted]
Customer Relations Manager

Dear Mr. [redacted],

Thank you for your reply. While I understand that you do not agree with Cruise America's stance on this matter I must further decline a refund of the KOA discount. As previously stated the membership was not activated until 9 days after the reservation was made with Cruise America. The policy of applying the KOA discount is strictly adhered to by Cruise America. I do apologize if there was any mis information, however the KOA discount can only be applied at the time of the reservation. I must politely continue to decline requests for the application of this discount.

Sincerely,

Customer Relations

Dear Mr. [redacted],

Thank you for your reply. While I do sincerely regret that you remain unsatisfied with the compensation received it appears we are at an impasse as our opinions regarding your rental and request for compensation differ significantly.

As a note...

with regards to compensation for the condition of the vehicle 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 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." 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 913 miles over your 3 day rental. Your 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 rental. We believe that we have acted more than reasonably in trying to resolve this matter.

Summarily without any contractual or financial obligation as a courtesy you have been provided with a $750.00 gift certificate towards a future rental. As common found in the travel industry our policy is to offer gift certificates for future travel dates in order to compensate for an unpleasant travel experience. Cruise America feels that the record clearly shows that we have not only met but we have exceeded our financial and contractual obligations and considers this matter resolved.

Sincerely,

Customer Relations

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.

 

Regards,

 

Dear Mr. [redacted], Thank you for your patience while Cruise America does a full investigation into this matter. After the full investigation it has been found that the damage charge as applied at return is valid and will remain as charged on the contract. Attached you will find a repair estimate from a third party repair location showing a total of $1,245.76 in repair costs. A third party evaluation was done to exclude any possible bias that may be in question on Cruise Americas part. Regarding the additional charges for housekeeping, Cruise America units are to be returned in the same condition they left. Levels of gas, propane all the same as well as cleaned inside and out and the waste emptied from the system. All charges including gas fees as well as cleaning, dumping, generator time, propane and cleaning are outlined on your vehicle acceptance form which is signed during pick up. I do apologize for the inconvenience however the charge for cleaning would also stand. Again I thank you for your patience in this matter. Please respond directly to this e-mail if there are any further questions. Sincerely, [redacted]Cruise AmericaCustomer Relations[redacted], AZ 85210

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 Schererville location. We know that thorough, friendly, and professional service is essential.I would like to address the issues with 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. I do apologize that you had to take this time to repair the vehicle. Cruise America appreciates your willingness to work with us in resolving this matter for you so that we could get you back to your vacation as soon as possible. Concerning your comments about the apathetic behavior of our staff; 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.  While I do understand that you feel that the compensation issued and agreed upon is no longer satisfactory we must politely decline further compensation on this matter. For you reference I have attached a copy of the form signed at return outlining "I waive all further rights and claims against the parties named above and agree to this settlement as full and final compensation. I am not under any obligation to sign this form and do so of my own free will."  However we do understand that your trip was not exactly as expected I would like to offer a gift certificate in the amount of $200.00. This gift certificate is offered in conjunction if the refund that was agreed to as satisfactory at the time of refund in the amount of $396.00.Sincerely, [redacted]Customer Relations Manager

Rented me a broken down piece of trash and then had a bad attitude when I turned it back in. The toilet shot water out the front, the roof leaked, the frig was broken, the grey water tanks leaked and a bench seat was broken. Their response was that it had been winterized. I will not be recommending them.

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

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

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

Thank you for the information. I do sincerely apologize for the delay in my response. I have attempted to locate your rental information however I am unable to do so. I have exhausted all availbale avenues with the information provided. If you could please supply a contract or reservation number and...

I will look into this promptly and respond accordingly. Sincerely,

[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]

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 sites. They 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 2 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.

This company is absolutely horrible. The worse costomer service I have ever experienced! First call they were nice enough, but failed to send the email confirmation, second call again pleasant enough but when they finally sent the confirmation it was not as expected. Third call, to a third person named [redacted] who was absolutely terrible! Rude from the very beginning. Unwilling to listen. Did not care what I had to say and was only interested in lecturing me. Then argued what I had and had not said. Absolutely mind blowingly unneccasry! I've never heard anything like it. When I asked to speak to a manager she barked "No" I strongly encourage any would be RV renters to avoid this arizona company.

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

Dear Ms. [redacted], Thank you for your reply. I do apologize for the delay in response. I have concluded another review on your file. After the conclusion of this review it was found that the initial gift certificate offer is satisfactory in the eyes of Cruise America. While I do understand that you do not feel this is an adequate resolution to the matter I must politely decline monetary compensation requests.As previously stated gift certificates are offered for an unpleasant experience. Additionally we do provide a 24 hour hotline for customers to call should any issues be present while traveling. Unfortunately we were not advise of any vehicle deficiencies while traveling and since the return of the vehicle it has been rented multiple times with no noted deficiencies/repairs on the vehicle. Again while I do understand that you feel the resolution offered is not adequate Cruise America must continue to decline monetary compensation. Sincerely, [redacted]Customer Relations Manager

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,

Awful, awful, awful....

We went on vacation a few weeks ago from MA to FL. We rented from the Tyngsboro, MA location.

The trip started off good but headed for the worst. This 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 hit. We were heading on Rte 12 to a KOA that Cruise America recommends in a book that is provided by them. We were 12 miles away from KOA when the storm hit and let me remind you that Rte 12 is the only road to get to that particular KOA.

We were caught between 2 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 alive. I'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 1-1/2 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 hotline. As 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 marker... Um, we couldn't see 2 feet in front of us, the winds were at least 60 mph, and the sand literally was now covering the roadway approximately 2 feet. It 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 best. We finally called 911 and they were able to find us a tow company. The tow company advised that it would cost $1,000 to tow us out b/c the storm was that bad, we had no choice to pay it. Once we agreed to this price, we then had to call back the Emergency Hotline to get permission for the RV to get towed. We were again reminded that we were responsible for the tow as well as any damages.

We spent 3 hours in this storm with a screaming toddler and fear that we were not going to get out of this mess. This 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 happen. The storm was not Cruise America's fault.

However, I am appalled on how it was handled. If 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 18 hours, yes that's right, 18 hours after we were in this storm the rep called us to see if we were ok. It 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 us. Yeah it's been almost 3 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 call... this was 2 weeks ago. I'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 RV. Our response to them is yes but not with this company. We have family in FL and we had planned to use them every year if our experience was good. We will be looking elsewhere to rent and we will tell everyone that is interested to do the same.

Dear Ms. [redacted],Thank you for contacting the Revdex.com. While 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 significantly. As 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 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." 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 1,119 miles over your 6 day rental. Your 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 rental. We believe that we have acted more than reasonably in trying to resolve this matter. Summarily without any contractual or financial obligation as a courtesy you have been provided with a gift certificate towards a future rental. As 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 industry. Cruise America feels that the record clearly shows that we have not only met but we have exceeded our financial and contractual obligations.Sincerely, [redacted]Customer Relations

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]

Anyone thinking about renting an RV from Cruise America don't. I have driven a tractor that drives better, gas mileage about 8 mpg, heater that only works when the RV is on, batteries that don't last more than 5 hours, etc. worst vacation me and [redacted] have every had. We spent two nights in a barn with a space heater. Returned the RV and left some belongings in it. Called the Carrollton location and they refused to return the items, Cruise America refuses to address this problem, worst customer service ever.

Never rent from Cruise America. The RV's are extremely uncomfortable, eat gas, and the batteries do not last long enough for the heater to work all night. I had to start the RV during the night to keep form freezing. Even with incoming power, the batteries must be fully charged for the heater to work. Had to spend two days in a barn to keep from freezing. Returned RV and forgot some belongings, called site and they refused to return items to me. All in all very bad rental for a 71 year old veteran and his wife. It is a shame that they can treat a person like this.

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Address: 11 W Hampton Ave, Mesa, Arizona, United States, 85210-5258

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