Cruise America Inc.

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, You should be ashamed of your service and product.Yes I did sign a contract to take the rental before seeing it and chose to drive off the lot but that does not change the fact that you rented two filthy, broken RV's to my family.  We took responsibility to clean them throughly for hours prior to our actual departure. Also we did keep driving while the rental RV continually broke down and chose to fix or deal with the imperfections. That is your only saving grace is an iron clad contract that protects you a million times over while quietly putting your customer at an unfair disadvantage. My only hope is that when I tell every person I know my story- my families, friends, social media- I save them from being taken advantage of, ripped off and treated unreasonably.The power of my purse, power of the customer.Lastly as I previously stated I do not accept your resolution of a gift certificate. I will not use your company again nor will any of my family, friends. I do not agree a certificate is standard in the travel industry, when I've rented a dirty hotel room they moved me to another and refunded my stay 50%. I think you need to drastically increase your customer service and cleanliness. A company on the defense shows I'm not alone in my disatisfaction.

Regards,

Dear MS. [redacted], Thank you for contacting the Revdex.com in regards to resolving this matter. While I do understand that you do not agree with Cruise Americas decision to decline a one way drop this decision would stand. Cruise America makes no guarantee of a one way rental approval. Upon review I...

do see that a one way drop was declined more than 7 times. At that point a round trip booking was made and a deposit of $300.00 was collected to confirm the booking. As the location in [redacted] does need that vehicle back for others who have booked their rentals I must politely decline again to approve the vehicle to be returned to any location other than the [redacted] office. Cruise America does understand that the situation you are in is unique and we are very sorry to hear about your father we simply can not displace other customers who have placed a deposit in good faith for their rental. Again I do apologize however Cruise America must again and continue to decline requests for a drop of the vehicle at any location other than the [redacted] office. Sincerely, [redacted]Customer Relations Manager

Dear Mr. [redacted], 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 $300.00 gift certificate that is applicable towards a future rental. While 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 rental. However I would like to offer the gift certificate towards a future rental. Please accept my sincerest apologies for the situation faced while renting with Cruise America. If 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 certificate. Sincerely, [redacted]

Dear Ms. [redacted], Thank you for your reply. I want to assure you that I do understand that reasons why you are not happy with the resolution provided. We do understand that your vacation time is precious and hard to come by. While we must also take into account our records during the review process we are happy to completed a secondary review to ensure that all information was properly reviewed. Upon completion of this review it was found that all information was properly included. Cruise America feels that the compensation agreed to at the time of return is adequate and must politely decline further compensation. As previously advised the refund applied at return was noted as satisfactory and final for the matter at hand. However as a gesture of good will an additional gift certificate was offered. As I understand you do not feel that you would be able to utilize the certificate I can assure you that it is fully transferable to another party of your choosing. Sincerely, [redacted]Customer Relations Manager

Dear Mr.[redacted],

 

Thank you for your e-mail regarding your recent experience with Cruise America. I do sincerely apologize that the proper information wasn’t provided to you at the time of booking the reservation. While 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 $300.00 deposit. Please again accept my apologies for any inconvenience. Please allow 5-10 business days for the processing of the refund to your account.

 

Sincerely,

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.
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,

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.While I do appreciate a response, the offer of a gift certificate does not make up for the vacation that we paid for and lost.  Why would I want a gift certificate for a company that I never intend to use again? Further, it will take us years to be able to save up for another vacation, and you are just asking us to spend more money, because $200 would not fully pay for a trip.Regards,[redacted]

I was interested in using Cruise America to move my son and I across the country. He's six and I thought it would be a great experience for him to see the country from that perspective. I originally inquired about a small (19 feet) RV and was told only the standard(25 feet) size was available for travel across the country. I agreed and set up a request for 7 nights, which was offered. When the company came back to me suddenly only 30 footers or large RV's were available for that trip and the trip could only be reserved for 9 nights, all at an additional costs...huh? So a couple days ago when the request was entered 7 nights and a 25 footer was good, but now that I've made my deposit the situation changed. There was absolutely no effort to work with me as I didn't need or want a 30 foot RV, nor did I need it for the required 9 nights. I'm previous military and have made the drive across the country 3 times, I'm familiar with the time and needs. I was directed by sales to customer relations to try to resolve this problem, I emailed them to either get my deposit back, which isn't an option on a one way trip regardless of how soon you cancel, or to work with me for a small RV for 7 nights...still waiting to hear back.

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, let me state I am fully aware of Ms. [redacted]'s name and title, as I attempted to speak with her prior to our trip to resolve this matter without involving Revdex.com. I was told that Ms. [redacted] would only deal with complaints after the file was closed (meaning I had either cancelled or completed my reservation). Apparently this policy only applies to customers, as she responded to the Revdex.com quite timely. The reason I do not accept the response made by Ms. [redacted] on behalf of Cruise America is that it is not factual. Ms. [redacted] states Cruise America reduced our rate from $240 per night to $169 per night rather than honoring our initial agreement of $139 per night. I have attached our receipt showing we were charged $199 per night.  Since, by way of this response, I have made the Revdex.com and Cruise America aware of this latest error on the part of Cruise America in a timely manner. I will assume Cruise America will be refunding me $90 (plus taxes incurred on that amount) immediately. Secondly, Ms. [redacted] states "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" yet she failed to provide any proof this occurred in our specific instance. My husband does not recall being given this information and it does not appear ion the text of the initial reservation confirmation email. Further, I don't see how there can be an "expiration date" on catching errors made by a company you're doing business with. The error was caught prior to our picking-up the RV and the original rate should be honored.In addition, I would like to add that after filing the initial complaint with the Revdex.com, I received a call from the initial reservation agent who had made the data entry error. He told me the $139 rate was not a California rate, and I would never have gotten that rate on a reservation for an RV in California. While we were on the phone, I checked the Cruise America web site and informed the agent that if I were to make a reservation for next July, for the Clovis, CA pick-up/drop-off site, I would indeed be given a rate of $139. He then tried to back-pedal and say that rate was available because I was looking at twelve months ahead.I find the amount of "errors" made by Cruise America a bit surprising (first my initial reservation, then the statement about the rental rates in California, and finally the rental amount given to the Revdex.com as resolution for this complaint. It would seem this company is unable to keep it's facts straight. I am still requesting Cruise America honor its' original agreement with us. Should they refuse to do so, I will expect an immediate refund of the difference in the rate we paid and the rate Ms. [redacted] stated we were given in her response to my complaint to the Revdex.com.Regards, [redacted]

Dear Mr. [redacted], Thank you for your e-mail regarding your recent experience with Cruise America. I am sorry to hear of the poor customer service experience that you had. I can assure you that Cruise America is looking into this matter internally to ensure that no such situation occurs in the...

future. Please again accept my apologies for the poor impression you received.With regards to the deposit I do see that a full $300.00 refund was issued yesterday (1/19/2015) to [redacted] ending in [redacted]. The refund may take 5-10 business days to process to your account. Should this not process to the account in this time please contact your merchant bank to inquire about their refund policies. As a note Cruise America releases all applicable funds within 24 hours of the application of the refund, from that point it is then up to your merchant bank to post it to your personal account. Thank you for contacting us regarding this matter. I do hope that you will provide Cruise America another opportunity in the future to serve you and gain back your trust. Sincerely, [redacted]Customer Relations Manager

Reserved RV Rental with non-refundable $300 deposit. I was told that there would be a fee if I had to change the reservation, I was NOT told the fee was my $300 deposit! When I needed to change the reservation twice due to unforeseen medical accidents, Cruise America would not change the date for a fee, they instead took my deposit and was very nasty about it. If they are going to not charge a fee for a reservation change they should state that, not just take the deposit with no discussion.

They told me to complete their Customer Relations form online. I completed it and never heard from them. BUYER BEWARE!

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 Ms. [redacted],  Thank you for your reply. I have fully reviewed your response and I am sorry to hear that you are not satisfied with our response. However while doing a charge back with your merchant bank if well within your right as a consumer the charge back process is complicated. We will abide by your chosen action but must also advise that due to the complicated nature of charge backs we are no longer able to negotiate with you directly on this matter. If this remains your chosen course of action please make all requests through your merchant bank. While you may not be in agreement with our position I do trust that you understand the necessity of this letter and our stance on the matter. Sincerely, [redacted]Customer Relations Manager

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

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.

We were supposed to be credited a free nights rental in the amount of $139 and 800 miles. This was told to us by a "corporate" staff member.

Regards,

The money has been returned as a result of your inquiry.  Thank you for your assistance!

Thank you for your e-mail about this claim. There has been no further response as Cruise America has made it’s stance very clear with regards to Ms. [redacted] on multiple occasions. Cruise America still feels that the gift certificate offered is adequate. Out Travelers Assistance team did all that was possible to assist Ms. [redacted] and all efforts were declined. At the time of return no issue with the vehicle could be found and on subsequent rentals no issues have been reported.

 

While I understand she doesn’t agree with our stance Cruise America feels that no further response to Ms. [redacted] is warranted on this matter.

 

Sincerely,

 

Dear Mr. [redacted],

Thank you for your response. While I do understand that you feel the offer made by Cruise America is not fitting I must decline further requests for compensation. Additionally I do apologize if the previous commination seemed in genuine in trying to resolve this matter.

We include portions of the contract to illustrate certain points, this is not done to be rude or unhelpful. When signing the contract at pickup you agree to all of the additional terms and conditions. This applies to the previously mentioned portion of the contract. While Cruise America does value your comments and concerns we must decline compensation above and beyond the offer of the $750.00 gift certificate. I do understand that you do not wish to rent again from Cruise America. Our gift certificates are fully transferrable to a party of your choosing. Again please accept my sincerest apologies for the issued faced.

Sincerely,

Customer Relations Manager

Dear Mr. [redacted],

Thank you for the submission. As stated in previous communication Cruise America is fully investigating this matter. Once the investigation is final and a resolution on our end comes to light we will inform you. When you initially submitted to Cruise...

America you should have received an auto response stating that claims may take up to 30 days to look into. In this matter this amount of time may be necessary, however we will respond as soon as information becomes available.

Thank you for your patience.

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,

Cruise America,

Unfortunately, this is not good enough.  As stated in an additional email to Cruise America, "We paid good money for not being able to use an RV unit.  We could not sleep in it, or use any of its facilities."  Yet, we still had to pay full price for the rental.

Yes, we drove it to our camp location.  We had no other option at that time.  According to the Cruise America Representative, we were obligated.  Cruise America representative stated that we could not get our deposit back and that we were going to be charged full price of the rental, even if we chose to not to rent it.  Had Cruise America afforded us the opportunity to refund our deposit and was upfront with us, then we would have never accepted the unit, and we would not be in this predicament.  In addition, had Cruise America stated to us at any time during all the other prior communications that the RV unit could be less than 100% usable, then we have never place a deposit on a unit in the first place. 

 

Cruise America's idea of "just compensation" is sending us a gift certificate for use with another RV rental?  No, thank you.

Just compensation would be refunding all of our monies and charging them to the [redacted].