Cruise America Inc.

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

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

Dear Mr. [redacted],

Thank you for your response. While Cruise America does understand your position on this matter as stated our opinion regarding compensation do differ significantly. I understand that you remain unsatisfied with the offer of the gift certificate, however Cruise America feels that it has made a good faith effort to resolve this claim.

As stated you experienced no breakdown as defined by the contract. Cruise America was not given the opportunity to resolve any issues as presented in regards to the furnace. While on rent Cruise America offers a 24 hour Travelers Assistance line. These agents can assist with troubleshooting any vehicle issues and locating services if necessary.

Again while Cruise America does understand that you wish to have a refund in full or in part of the contract I must politely decline the request for the reasons as mentioned above and in previous communication.

Sincerely,

Dear Ms. [redacted], Thank you for your correspondence. I have looked into the matter concerning the refrigerator and have found that it is experiences technical issues. For this I do sincerely apologize. I have spoke with the location regarding sending out a vehicle in this condition to ensure...

that a situation such as this does not occur again. Due to the inconvenience of the refrigerator not working properly I have had our  Accounting Department issue a credit of 25% of the daily rate ($295.75) and the requested $75.00 for the ice and food. A total of $370.75 has been refunded to [redacted] card ending in [redacted]. With regards to the mileage I must decline the requested refund. As previously advised you were not double charged for the mileage. At the time of pickup the contract that is signed is an estimated amount.  When the vehicle is returned all charges are finalized, the amounts on the contract are updated and the appropriate amount of additional funds is collected. When the booking is made an estimate of mileage is figured into the total cost, however this is broken down in your reservation confirmation that is supplied when the booking is made. Had you traveled less than the estimated mileage you would have beenrefunded the unused mileage. However as you traveled over the estimated amount the difference of $29.92 was collected. I do understand that the total on the mileage shows $262.92. This is just the finalized mileage total for the contract. Again you were only charged once for the mileage traveled. I do apologize for any confusion with regards to the billing. Please accept my apologies for the issues faced with the vehicle. It is with the supplied refund that I do hope you will afford us an opportunity to serve you in the future. Sincerely, [redacted]

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. The offer of a hotel was only made after I called back a second time. An offer if transportation was never made. For you to claim you cannot help clients on weekends shows a lack of care for your consumer. But it DOES NOT ANSWER MY ORIGINAL COMPLAINT THAT YOU SENT US OUT IN A VEHICLE THAT WAS NOT FIT FOR THE TRIP DUE TO YOUR NEGLIGENCE IN MAINTAINING IT. You claim I should be happy with wasting my weekend in a service shop and my contention is YOUR CLIENTS SHOULD NOT HAVE TO DO THIS, because you should maintain your vehicles or provide a [redacted] type roadside assistance at the very least. I want a full refund and will continue to fight until I get one. The the point is it is your contractural obligation to provide safe and reliable vehicles, not whether I'm willing to get it fixed. In what world should that be a clients responsibility?  And in who's mind would a coupon to more if your "service" be a positive thing?  Why don't you tender me the overdue apology you owe me and the refund that is appropriate? We really don't want attorneys and the media do we? Because I am prepared to do this as a public service.Regards,[redacted]

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,

Customer Relations Manager

Thank you for your correspondence. While I do understand that you have previously contacted Cruise America on multiple occasions seeking a refund for the noted amount I must further decline this refund. As previously explained all monies that Cruise America collected have been refunded. We are...

unfortunately unable to refund more than what was collected. Additionally as a gesture of good will a gift certificate in the amount of $500.00 that is applicable towards a future rental has been issued. I do apologize that you do not feel that Cruise America has acted reasonably in resolving this matter. However we must politely decline any further requests for refund.Sincerely, [redacted]

Dear Mr. [redacted], Thank you for contacting the Revdex.com regarding the issues as presented. While we do understand that you do not feel that the amount offered is sufficient Cruise America stands behind the offer that was made of the following: 1/2 refund on kitchen kit cost, $25.00 refund of late...

fee and 1 day refund and additional $150.00 gift certificate for the inconveniences as faced with the vehicle. While we do understand that you do not feel that is offer is adequate we must decline further compensation. Additionally the offered gift certificate is not transferable to a monetary refund. Gift certificates are offered so that we do hope you will allow us another opportunity to assist you in the future. As previously stated with regards to compensation 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. [redacted] 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. Additionally when a call was placed to our Travelers Assistance line the offer of service to repair any issues with the vehicle was declined. Our Travelers Assistance Department is authorized to compensate for time spent in services. Had the vehicle been serviced on the road the service time would have taken less than approximately 2 hours to have the water system operating properly for usage. While this was declined our Travelers Assistance Department was able to note the problem as it was indicated that it was preferred to discuss the issue with the return location. However because there was an issue with how the vehicle was prepared for the rental we are able to offer the previously mentioned amount. As indicated in prior communication we simply request that you sign the attached form agreeing to the compensation and it will be applied to the contract. However we must decline further requests for compensation above the offered amount and changing the gift certificate to monetary value. Sincerely, [redacted]Customer Relations

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

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]

Dear Ms. [redacted],
 
Thank you for your response. However as directed on previous occasions all communication must be completed through your merchant bank.
 
Sincerely,
 

Customer Relations Manager

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 winterization 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 141 miles

over your 4 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 commonly 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 find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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]

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.

My complaint with Cruise America is that they do not want to own up to what they did.  I do not expect anything from them as I know they would not repay me anyway.  I do want people to know that they are not a reputable company and there are better place to rent RV from then them.  They wrote back saying they offered me help that  I did not take.  That is not true they did say I could go and buy a hose, which I did not.  I spoke with the man I rented the RV from everyday and he  realized the problem I had.  They also said it was there busy season and had no RV's left on the lot... That was also not true...My problem is I had no way of changing out the RV's.  My driver was not coming back to the area until I was to return the RV and I was taking care of my ill sister.  They knew renting the RV was not for a Vacation but to have a place to stay until we could get into the house we rented as we were moving back to Florida from Michigan so my sister could go into the Hospital at [redacted].  I found them to be rude on the phone when I would call. In one of our conversations they wanted me to try and fix the problem which I could not... The air completely went out, It was hot I lost all the food and medicine I had bought.  When I frist got into the RV it was dirty and had to be cleaned.  I want them to know it was not acceptable and I do not want this to happen to anyone else that rent from them... Sending me $100.00 to  rent again was telling me they felt they did nothing wrong and I should be happy to rent from them again...That will never happen. I want people to know if they call the Revdex.com to find out about them they will know that what they say they will do and what happens once you rent is two different things.  I just want people to know they are not a good company to rent from.   If they were a decent company realizing that it was a different situation for us,  renting was not for a vacation but to try and make my sister who is disable and needed to go into the hospital confortable for her while we waited to get into the house. It turned out to be a nightmare and no help from them.... They should of refunded my money... or at least half of it.  But then I do not feel they have any regard for the people who rent from them.   I realize they do not care what I say but I will tell anyone I can what a bad experience we had with them and not to rent from them... 

Regards,