Cruise America Inc.

Thank you again for your reply. With regards to the offered compensation Cruise America makes no guarantee of compensation unless a mechanical breakdown occurs. As previously advised no mechanical breakdown was experienced by your party while traveling with Cruise America. This was the relevance for the portions of the contract that were included in previous correspondence (Sections 9(c) and 13). With regards to the calls to Travelers Assistance I can assure you that I did review each call with the team and service was offered along route. As previously stated the only requirement that was made to go to a Cruise America location was for the removal of the tow hitch. Any time services are needed Travelers Assistance does their best to locate service that can assist. This may be a Cruise America location but they also have access to thousands of 3rd party service locations across the United States and Canada. While this many locations are available they are at the mercy of their available services and service times. As a note Cruise America always does it's best to pay for any services that are rendered. Our Travelers Assistance team verifies with any service location that Cruise America is able to handle the payment with them directly to avoid any further burden on our Customers. With regards to the mention of the window lock and compartment lock being a safety issue I must politely disagree. The compartment still contained a latch that was in proper working order and was able to secure the compartment during travel. The window lock did not inhibit the window from staying latched closed during your travels or while the vehicle was parked. While we do understand that the additional lock feature of both may be been in operable this did not inhibit the overall function of either portion of the vehicle, the vehicle as a whole, or present a safety hazard to any passengers traveling in the vehicle. Concerning the offer of compensation Cruise America has offered a gift certificate towards a future rental in the amount of $200.00 that can be used at any Cruise America/Cruise Canada of your choice. Should you not wish to utilize the certificate it is fully transferrable to another party of your choosing. As a standard in the travel industry Cruise America issues gift certificate towards future rentals to show that the experience you encountered is the exception and not the rule with Cruise America.  I am sorry if any behavior of our Travelers Assistance team or my responses to you have been in any way unprofessional or not customer orientated. Our Travelers Assistance Team and I do our best to assist all customers to the best of our ability and to find an amicable solution. While not all solutions are desirable we do act in good faith to resolve any issues that are presented on any level. The offer of the gift certificate is the resolution that Cruise America is offering for the issues that are presented. While we do understand that this is not the desired resolution we must once again decline further compensation or reimbursement on the contract citing the previously provided information for the decline of compensation.  Sincerely, [redacted]

Dear Mr. [redacted],

Thank you for contacting the Revdex.com. However I am a bit confused regarding this matter. To my knowledge this was settled with me directly with the agreed refund of the total amount of the daily rate on the contract. If you are not in agreement with this please let me...

know and we can proceed further through this communication. Until 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 refund. I have also attached the signed form for reference.

Thank you for your time.

Customer Relations Manager

Thank you for contacting Cruise America through the Revdex.com. I do apologize  for the wait in response. I 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 fuel. Once...

these have been supplied I will respond with a fully informed response. If you are unable to attach them here please feel free to forward them to [redacted]. Sincerely,

[redacted]Customer Relations Manager

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]

Thank you for contacting the Revdex.com regarding the charges. Cruise America has completed another review of the contract and must further decline your request for reimbursement of the cleaning and winterization charges.  attached you will find copies of the vehicle acceptance form that...

outlines the charges for cleaning among other additional charges, your signed rental contract agreeing to the additional charges as applied at the time of return and a copy of the reservation confirmation that is sent to each customer whenever a booking is made. Under the section "Possible additional charges" this outlines the possible additional charge for winterization. As a note winterization (WTR on the contract) is only charged if the vehicle is not returned in the same state that it left. In example if the vehicle left with a completely dry water system and returned with water in the vehicle.While Cruise America does understand you stance on this matter we must politely decline the reimbursement of the charges. Again I do apologize if there was any misunderstanding regarding these charges however the charges do stand.Sincerely,[redacted]Customer Relations

when I returned the vehicle, I showed my concerns to the lady on site. She immediately called her maintenance team on her radio to work on the vehicle. She also stated it was good that we returned it early because they were two vehicles down. I have six other witnesses that were in the vehicle that can attest to the vehicle issues.  One of my sons were with when I picked up the problem vehicle and when I returned it.

I was told repeatedly that if the other party was at fault (they were) and they had insurance (they did) the $1000 would be returned promptly. I have provided the documentation and months has passed without a refund.

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,

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.

Though I understand you all cannot give me a full refund, I do believe I am due the 800 miles credit and the free night credit that was promised to me by corporate staff. Also the $500 deposit that I was suppose to get back upon return

Regards,

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.

CruiseAmerica is offering a gift certificate for use against the future rental with them.  This is crazy because I have no desire to deal with them ever again. They are aware of this.  It is an idle and useless offer as they know I will never use it.

They have acknowledged that my experience should not have occurred and they do not intend to offer deficient equipment.  However, they did in my case give me this equipment.  The rambling on in legalese is an annoying tactic and demonstrates the lack of desire to address a customer issue directly. 

The experience is consistent with many other people's experience.  I would rather pursue the matter in Small Claims court if I have no other avenues.

Regards,

[redacted], this is exactly what I am speaking about with the tone your company projects to customers.  Rude, obtuse and unhelpful.  Read about companies like [redacted].  They are customer focused companies.  You folks are not.

This was handled directly with the customer. However it does remain unresolved. At this time Cruise America is not issuing a further response as it has made our stance clear with the customer on multiple points and provided further information to the customer to validate the damage charge that customer is disputing.

 

Cruise America

Customer Relations

Mesa, AZ 85210

Dear Mr. [redacted], Thank you for contacting the Revdex.com about your experience with Cruise America thus far. I 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 review. Unfortunately 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 results. Unfortunately as stated the Reservation is still active and must be addressed by the Reservation Department. At this time Customer Relations/Revdex.com is unable to resolve this matter. Please again accept my apologies for any inconvenience. The Reservation Team can be contacted at [redacted]. Again I strongly recommend to contact them directly to resolve this situation. Sincerely, [redacted]Customer Relations Manager

Ms. [redacted],

After further review we will honor and credit back to the account you have indicated the amount of $209.51 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.

Dear [redacted],By way of introductions my name is [redacted] and I am in the Customer Relations Department. 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 Coraopolis 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. I do apologize that you had to take this time to repair the vehicle. Cruise 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 $294.25 (50% of the rental and refund for 50 miles). This refund has been applied to [redacted] card ending in 2018. It is with this refund that I do sincerely hope that you will allow us to serve you again in the future. Again please accept my sincerest apologies for the poor impression you received from Cruise America and our representatives. Sincerly,[redacted]Customer Relations

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

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,

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,

 Our children had to bunk in another family member's camper, which could not accommodate all of us. So half of our family did not even spend time in your RV. My husband and I had to sleep in the broken RV, and we only slept there because we had no other choice, meaning 1/2 of my family only spent 1/4 of the time in the "meat locker." Cruise America's idea of a resolution is unacceptable. We did receive the 30% discount, but we didn't even spend 30% of the time in the RV.  The $150 gift certificate is a joke, as it can only be used by spending an additional $300+, since they require a minimum of 3 night rental (according to their web site). After what we experienced, why on earth would I want to incur an additional expense with Cruise America, when I don't think they were worth the original $409?

Dear Ms. [redacted],

I am extremely appreciative of the time you spent contacting me regarding your rental experience from our Bohemia office.  I cannot offer any excuse for the circumstances you experienced with one of our vehicles. 

You have every right to expect a vehicle that has been thoroughly inspected and prepared for the rigors of camping.  We also realize that a helpful and caring attitude in any experience will leave a positive impression of our company.  I’m sorry this was not your experience.  We are taking the necessary internal action to fully investigate your comments and I have asked our district manager to pay close attention to our operations in Bohemia.

Again, I can’t overstate how sorry that we failed to meet your expectations.  No doubt this was not the ideal situation for us as well.  We gain nothing by disappointing any of our customers and we don’t believe there was any intent to do so here.

After a full review we must politely decline the additional compensation that you are requesting. As stated in previous communication gift certificates are issued for an unpleasant travel experience. However as Cruise America does understand that the services available to rectify the issues faced were limited, we issued a credit of 30% of the daily rate and an additional gift certificate. This refund was issued in good faith, and was above and beyond the contract. Cruise America feels that we have taken all appropriate steps to try and rectify this matter and must decline further requests for compensation. As a note if you wish to not use the gift certificate it is fully transferrable to another party of your choosing.

Thank you for writing and for allowing me the opportunity to assist you in this matter. As a note the gift certificate as offered will be processed and sent to the address as listed on the contract. 

Sincerely,

Customer Relations

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 Vacaville 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. I regret that we were not given the opportunity to resolve your concerns to your satisfaction while on rent. Cruise America does offer a 24 hour Travelers Assistance line to assist with any questions or concerns, such as the issue with the alignment that was mentioned in the claim. 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. With regards to the request for a change of drop location upon signing the contract at pickup you also agree to the understanding that there are no refunds for unused days and per section 7 (k) “After vehicle checkout, a change in drop off location, date of return, or apparent abandonment may require additional charges at Lessor’s sole discretion.” In order to change the drop off location as requested it would have been a $300.00 fee that would be applied. As a note during these conversations there was no mention of suspension or alignment issues. Cruise America tries to assist with any issues to make the trip as pleasurable as possible. However this can only take place if the issues are brought to light with our Travelers Assistance team when the issue is noticed.  However, Cruise America is dedicated to your satisfaction and we appreciate your loyal business. In that spirit, I am sending to you a gift certificate in the amount of $100.00 towards a future rental that is valid at ANY Cruise America or Cruise Canada location in North America and is fully transferable. Again please accept my deepest apologizes for the situations faced. I do hope that you will give Cruise America another chance to show your family a wonderful vacation. Sincerely,[redacted]Customer Relations

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