Cruise America

Ortega D.
Rented a RV from the Denver location had rented before with no problems but this time was different .The RV was very dirty the drivers and passenger seats dirty and stained lots of crumbs under cushions ,rodent droppings in the cabinets .4 nights of HELL !! the mice were running around at night eating our dog food we weren't able to call for assistance as no phone service .
Requested to speak to the Division Manager upon return he wouldn't come out the clerk implied that we picked up the mice ,REALLY I'm 72 years old do you think I would make up this story !!!!

We rented a van from Cruise America in August and had issues during and after our rental which have still not been resolved.

We explained when we picked up the vehicle that we had purchased protection cover before arriving and would not need to purchase it again. We clarified with the colleague that we spoke with the policy covered to make sure we had bought the same type of coverage offered by Cruise America and it was confirmed that we had. The agent at the desk agreed and understood we wouldn't need to purchase directly from Cruise America. Upon signing the paperwork, we were told to initial to decline and waive the option to purchase insurance by the agent at the desk.

We have since been charged for the policy on our final invoice. We called and it was explained to us that we had agreed to the charge by signing the document which was not what we were told when picking up the vehicle. We were also told by the same agent that it would be possible for us to place a card on file and then pay any additional charges with a different card. We have since found out this is not the case and another staff member agreed we had been given bad information by that agent.

Upon picking up the vehicle, the fuel had been marked as full when we noticed driving out of the lot it was only three quarters full. We took a picture of this and called to explain and were assured that this would be amended on the documentation from check in. When we returned the vehicle, we found this had not been done and it was still marked as full. The manager mentioned this and I explained we had called to clarify, asking if he wished to see the photo evidence. He declined and said he would “believe me”.

There were also several defects in the vehicle which we noted during our trip and I tried to raise on check out but the staff seemed less than interested. The issues we had included:

The gas stove ignition switch was broken
The hot water heater had to be turned on and off many times before it would ignite and on one occasion a small flame shot out of the grate on the outside of the van.
No working battery in the smoke alarm (this one concerned us as surely a basic check of this between rentals would be a necessity).
Damaged curtains on the inside of the van
Floors in some cupboards broken
The floor was dirty upon pickup and there were marks in the cupboards above the table which required cleaning. We do not believe that this vehicle had been cleaned to 'exceed CDC guidelines' as you state on your website.
The hob and bathroom tap were loose and coming away from the countertop they were attached to.
Missing items from kits which we purchased from Cruise America
Upon check out, there was no apology for the issues with our vehicle. This disinterest seemed to be prevalent across all staff, with the colleague working at the desk remarking 'you can go' as we were waiting inside for our paperwork after being told to go in and finalize check out.

Since returning the vehicle, we spoke with the call center who explained the only way to get in touch with Cruise America was via a claims email to discuss any issues after the rental has ended. We have sent three emails to this and the customer service email with no response at all. Be aware that you are likely to encounter issues when renting from this company and the customer support is non-existent. From our experience, be cautious when believing staff as we have found what they say to not be accurate or honest.

I filed a complaint on July 1st. I sit here and type this complaint 51 days later and have ONLY received a generic email indicating CA received my email. There is a long list of complaints. Bugs, broken gauges, broken stove, O ring missing from the sewer pipe, and more.

This is completely unacceptable customer service. For a company that has been around for as long as they have. There is no one available to connect with on the phone at their corporate office. They should not be operating if they cannot maintain basic customer service. IT IS NOT SAFE.

Do not consider renting from them, you cannot be certain you will receive a safe vehicle, and you will not have someone from their customer service dept contact you.

Cruise America should shut down until they can restructure their business model, and serve their customers

My wife and I had a terrible time with the RV we rented from this location. Almost every major system in the RV broke in a way that inconvenienced or disgusted us, and often both. I emailed customer service with a detailed complaint almost a month ago asking for a refund and an explanation, and I haven’t heard a word from them. I’m livid at the quality of the vehicle we received and the way our complaint has been handled. If you’re curious as to just how horrible our experience was, I’ve copied my original email to customer service below, cut down to fit the review character limit. It’s pretty bad. Steer clear of this location, you have decent odds of having your vacation completely ruined.

When we picked up the RV, the employee who checked us out mentioned that the black tank sensor had been reading full even though the tank was empty. When we got the RV home that afternoon and packed to leave the next morning, water dripped steadily out the back left corner of the RV onto our driveway. At the time we thought it was condensate from the fridge, but we later came to realize that this was either black or grey water. The next morning we left on our trip, and at our first stop my wife found our fridge wide open with food all over the bed, and a broken egg soaking into our sheets. We were forced to use bungie cords to hold the fridge shut for the rest of the trip.

That evening, we pulled into our first campsite and got ready to make dinner. We removed the bungie cords and opened the fridge to find that everything inside was just barely below room temperature. We called tech support for advice, and all that the agent was able to tell us was to move the fridge sensor up as high as possible. The sensor was only 1/4” below the highest position, but I moved it anyways, hoping that would solve our problem.

We went to sleep, and when we woke up the next morning the fridge was cold, so we had breakfast and my wife got in the shower. In less than 5 minutes she was jumping out of the shower because water was backing up the drain. While I called tech support again, I walked out the back of the RV to see water absolutely streaming out of the back left corner. On a hunch, I went to empty the grey tank, despite the sensor showing 1/3 full, and the shower immediately cleared of water. It took many minutes to drain, and when the tank was empty, the grey sensor showed 2/3 full! The only thing we had done to fill the grey tank was wash our hands a couple times, wash dinner dishes, and shower for under 5 minutes. It’s obvious to me that the grey sensor was malfunctioning, and when the RV was processed after the last reservation, the tech didn’t bother to drain the tank after checking the sensor and seeing an empty reading. And that means my PREGNANT wife got to stand in somebody else’s grey water.

Over the course of the next day, every time we opened the fridge it would be a dramatically different temperature. Sometimes ice cold, sometimes room temperature, and sometimes a slightly cool middle ground. When we stopped for our second night, fridge now warm, we called tech support yet again to talk about the fridge. The rep on the line told me that they would have a specialist call me right back to discuss the fridge, and we could either troubleshoot it or go have repairs done. We never got a call back. On top of that, when we pulled into our tie-up for the night and got into the RV, there was a little black water in the shower, and it smelled like sewage. From that point forward, whenever we stopped, there was a 50/50 chance that there would be a little bit of black water lining the shower, and it always smelled.

The next day and half getting home were more of the same. The fridge didn’t work, the bathroom smelled like sewage, and water dripped out the back corner. I want all my money back for this reservation. This was not a vacation, this was a battle against an RV that refused to cooperate, and broke at every opportunity. We had a horrible time.

I rented the RV for the first time from Cruise Canada and picked it on July 24,2020 and the vehicle was fully noisy throughout the trip.To add to the misery the rooftop air conditioning was making a very huge noise and the other ppl in the campground lodged a compliant.We had to sleep without any A/C with 2 small kids aged 5 and 10 for 3 nights.I could not call the rental assistance immediately as we reached only at 12.30 am that night to the campground.I called the next day and they promised that they will assign someone to have it fixed but no one called me thereafter and I called them multiple times and someone received my call the second time and did not speak simply disconnected my call.I will never rent a RV from Cruise Canada ever the quality of the RV’s they have are really pathetic.

Terrible ending to a great trip. We had a great trip up until the end. We had a flat tire on the last Morning. While I understand these things happen, it was the way Cruise America handled it. I called at 7:15am to report the tire, I waited hours to get a call back. I ended up calling the anchorage office and they told me to call my own tow truck and they’d reimburse me. They didn’t have any tools for me to replace the tire so I had to wait for a tow truck!! I can only imaging had this happen in an area without cell service, this is Alaska, most of the state doesn’t have coverage!
Their customer service called me 2 hours later after I already called my own tow truck
I get back to return it and there’s no compensation for my lost time at all. In fact, the manager Brett told me”I’m not going to dicker with you” when I wanted compensation.
I will not be using them again and will be informing others of my terrible experience.

The worst customer service ever. Took 30-45 minutes to get an agent on the phone and then he did not follow through. Our air conditioning in the RV did not work and we were in 100 temperature. Would not return our phone calls and sent only text messages that were eligible. The tech was either on drugs or could not type.

Never, never rent from this company.

We booked a 30ft RV with CruiseAmerica 1 month in advance and found their website so easy for first time RV users like us.
Unfortunately once the booking was made, despite trying a dozen times over 3 weeks we never managed to get someone answering our phone calls to address one practical questions (sending them 2 emails did not prove to be better...).
We were picking up our RV in Albuquerque, NM and had the horrible experience to find out there (after driving 20+ hrs from GA) that they did not have a RV for us and after waiting 4hrs they could not come up with anything better than refund the deposit!
We were extremely lucky to be able to rent another (better) RV at the last minute with ***. It ended costing us more but at least it saved our vacation.
Once again we are yet to receive a response from CruiseAmerica on how this could possibly happen and why they could not even try to find a solution (any solution) for us.
Simply avoid CruiseAmerica: once you book they won’t care, they are not competitive and other players such as *** provide a much better customer experience!

My wife and I needed transportation across the country, but did not want to quarantine upon arrival so we made the mistake of renting an RV from cruise america.

The front tires were bald. This was an 8 hour delay in responding to assistance to rectify the hazard.
Additionally, We had to clean the microwave and the refrigerator which also needed repairs completed before we could utilize it. The range light did not work.

The first morning we attempted to take a shower, we discovered there was no hot water. We were told that it was a simple part that needed to be replaced. After numerous phone calls we were told we would not have hot water for the week of the entire rental.

We were given an RV to drive cross country with bald tires, no hot water, and numerous other problems that should have been corrected prior to handing over the keys.

We have utilized their customer relations site without a response.

Do NOT
make the same mistake.

I had an abysmal experience with this company. After my check engine light was on and flashing, and the entire hood to the microwave unit collapsed leaving exposed wires and the kitchen unusable, I called the 800 number. It took over an hour on hold only to have someone tell me it was ok to keep driving with the check engine light on.
I requested a call back to address the issue, and only after I called 3 more times did they assign an "agent" to the case.
This agent sent me to several repair shops, none of whom had a relationship with cruise america. Which meant I would have to pay out of pocket to have the mechanical issue diagnosed. I'm now out of 2 days of my 7 day rental because of this.
When none of the repair shops could help, they wanted me to keep going to other repair shops! Never once did they offer to replace/trade the vehicle.
I finally got so fed up with the dismissive attitude of the agent, I canceled the contract, meaning I had to spend $800 on flights home.
Furthermore, I had to continue to request to speak to a supervisor and only did so after 3 days. It is now 5 days later, no redund, no contact, nothing that shows this business has amy good faith in righting a wrong.
Do not spend your money on them.

Vehicle is the worst-nothing like the pictures, the vehicles are old and crappy. We have gotten 3 flats and it’s mostly because the tires are very old and bald so they just shred off the rv. The customer service is the absolute worst. The travelers assistance wait time is always an hour so in emergencies like we had this was insane. We were stranded with my 4 young kids on the side of a highway with a very narrow shoulder and I feared for our life. We waited on hold for 2 hours!!!!! Our RV has been falling apart since the get go-the sewer pipe bracket broke the first time we used it spilling sewage all over my shoes and the campground. The generator doesn’t stay on, it just shuts off on its own. The cabinets had nails sticking out of them on the inside and the cabinet above the back bed fell apart, thank goodness when my kids were not sleeping in it. The cabinet had 2 sharp screws that fell sharp end out and my daughter almost poked her eye out. The drive is very Shakey and so loud you can’t hear anyone in the vehicle. I would not recommend at all.

Within hours of renting the unit our bathroom sink and toilet began overflowing. We had to use 6 Beach towels and 1 case of paper towels to absorb the water. The company requested I drive the unit 8 hours away from my vacation destination to have the unit inspected. That's a minimum of 16 hours I would loose out on with my family. The compensated me $50 for my towels, paper towels and inconvenience. That is just enough to replace the towels and the costco paper towel case. I was not able to use the shower, sinks or toilet during my 5 day vacation. Aside from that the generator kept turning off every few hours and the RV was falling apart. I have pictures that I sent to them via email and Instagram that they have not responded to.

Cruise America’s customer service is atrocious. Their customer service reps made multiple commitments to help us but never followed thru. The result was that we had a rooftop air conditioner and spare tire inside the RV for days. Traveling thru a windy area we were hit by cross winds and were scared to death as the air conditioner moved back and forth in the rear, causing the RV to rock back and forth. We thought we were going to tip over.

Beyond these problems, the RV had multiple things that did not work from the CD player to the lock on the door.

With each problem, we were faced with solving them on our own.

One rep told us he was the only customer service rep taking ALL calls in US and Canada. No wonder every time I called I was on hold over an hour. Being repeatedly stressed out is not how we wanted to spend our vacation.

The RV was DIRTY!!!!! Noodles on the floor, drink rings on the table, dust everywhere, filthy floor. They brag about how it sits out in the heat for two weeks and has a thorough cleaning and sanitizing. I noticed it was dirty upon pick up and asked them to fix it. We waited while they “cleaned” the RV. They may have run a rag over a few spots. It came back and we checked again. The microwave had a spill over that was never cleaned and dog hair all over the top bunk bed. We sent it back again for another cleaning. After waiting over two hours, I decided to accept the RV and get started on our trip. When we went to make up the beds, the top bunk was only partially vacuumed and there was confetti behind the cushions. Obviously not vacuumed well! The sales guy kept repeating a memorized statement but none of it was true or actual to our experience. He could have cared or checked himself if the job was well done but he just said that was not his department. Especially during COVID-19, I was thoroughly disappointed with the service and cleanliness they promised. We also ordered a kitchen kit. We did not get all the parts promised in the kit including the broom! The RV itself worked fine. The levels were off so we were concerned abt full tanks and not enough fresh water. We had to empty and fill halfway through our 6 day trip. Also when sleeping, whenever someone rolled over, the whole RV would shake. They did try to correct the problem by giving me some money back upon return but I will never rent from them again and will not recommend them to anyone! Mesa, AZ

I have a hard time even giving a 1 star to Cruise America located in Anchorage, Ak. My husband and I have planned a 6 night camping trip with our 3 girls back in April and we were super ready for this relaxing trip since we haven't been on vacation in 6 years. The RV itself was pretty great there was a few minor things I was willing to overlook and not throw into my review but after what happened this morning I cant ignore the little things. We returned the RV on Monday June 1st and on the evening of June 3rd we realized all of the shoes we packed were left in a compartment outside of the RV. 11 pairs of shoes were left and we didn't remember them because we were busy putting camping stuff away and deep cleaning the RV out so that the company would have little to do for the next guest. This morning June 4th my Husband went to go let them know and to pick them up since we knew they would be there or so we thought. As he parked he decided to park next to their dumpster by chance and looked over to find all 11 pairs of our shoes, boots, and sandals in their dumpster. We couldn't believe it. I am still shocked hours later that a company wouldn't even call the guest and inform them that they had forgotten so much. We did them a favor and did a deeper clean on the rv unit and they couldn't go out of their way to call me. I live about 6 minutes away and would have come down to grab them. My husband went in to confront them about this situation and he was told by possible the manager " If people leave their stinky smelly shoes in our RV's then we assume they don't need them". I am embarrassed for this company and need to go to a class that teaches way better customer service.

I was given $20.00 discount on the total price of the RV (eyeroll) since 2 of the 3 burners didn't work the whole camping trip. What a joke. The drain pump to drain the gray and black water had a slit in it and the black water leaked out before you could even get drain hose on to drain it. It was disgusting and clearly should have been addressed before we ever picked the RV up. I can and will never rent from them regardless of the price being reasonably good and the RV itself was better than tent camping. The Lack thereof with customer service and not wanting to treat customers with respect and have them back is appalling.Customer Service is key and they don't have. Enjoyed the RV minus the few minor problems. Hate their outlook on customer service

This is a SCAM. We rented an RV for dirt cheap prices only to know that there are a lot of additional charges they levy once you return the RV.
1. The generator Charges are per hour basis.
2. If you decide to return the RV at a different facility they charge you upto $650
3. The discounts are not applicable if you are not able to return the RV on time
4. The traveller's assistance is useless. Also there is noone to give you a breakup for the charges incured

Don't rent an RV from Cruise America, last week they rented me and my husband an unsafe RV that broke down and left us stranded on our honeymoon. Their customer service is unresponsive and we are out a lot of money, they have not yet responded to our request for a refund.

We just returned our RV rental to the Goodyear, AZ location. I’m reaching out to customer relations due to the condition of the unit and confrontational non-existent customer services received at the Goodyear location at return.

When I went to pick up the RV from Goodyear on Thursday, I asked if they had bike racks for rent and the guy helping me (Joey?) said yes, a ONE TIME $25 fee. After going over the mechanics of the unit he said I was good to go, but we didn’t install the bike rack yet. I asked about it again and he said, ‘oh we do not rent them here, I thought you meant can they be attached’. I informed him then, before taking possession of the vehicle I no longer need the tow hook unlocked and to remove the change. He told me we could do that when I returned it. I said fine and noted to remind them about removing that $25 fee when I returned it.

Friday our family drove this to Flagstaff, AZ to drop our daughter off at college and to camp with the rest of the family over the weekend. Both side mirrors were unusable. They both rattled and wobbled so bad it would give you motion sickness to keep looking at them and you couldn't see cars. While dropping her off, we noticed a cable dangling on the ground under the RV with electrical wires hanging out. Instead of going to our planned camp spot, we drove to the Cruise America location in Flagstaff for them to look. They saw it and quickly asked how we got this unit because it had a previous tire blow out on the back-driver tire that was never repaired properly. They (Flagstaff) provided excellent customer service and got us back on the road, but delayed us from being able to reach our campground in time so we had to stay at another location. I asked about the mirrors being fixed, but given the time they were not able to help.

During our trip we had many issues with this unit which ultimately ruined our experience. These are items that have been clearly identified before and never property fixed based on the band-aid style repairs seen. By the end we were nitpicking this unit to death as things fell apart.

Maintenance issues:

- Tire blow out never properly fixed was a safety issue for our family.

- Fuse tripped with no running lights

- Vent above rear bed not properly sealed and allowed bugs to enter the vehicle.

- Drawer below fridge upon first opening would never fully shut again.

- The fridge never property cooled below 40 degrees and ruin all of our meats purchased for the trip. We waited a full day before adding food and by the next day when we went to eat it was clear everything was spoiled.

- Side mirrors rattled the entire ride. I could only rely on the curved mirrors causing a safety issue.

- Shower head mount fell off while driving and clearly had been a previous issue as it was completely stripped when trying to put back

- Privacy shade in the front fell out of the wall on first use. With three different holes in the wall, this clearly is a reoccurring issue.

- The whole thing rattled so bad it was not pleasant to ride in.

- Many items clearly have just been taped back together.

Customer Service Issues

When returning this unit another man assisted me. This was not the first guy, Joey I think, that had initially helped when picking it up. Joey was helpful and seemed to want to do right by the customer. The other guy, it was clear was on an authority trip and no interest how our family experience went. He was condescending & passive aggressive when I raised my hand about issues. Once he made it clear he had no interest in my satisfaction, I stopped trying to work with him and knew I needed to reach out to corporate.

Here are the highlights of that experience:

- When I explained the bike rack refund I was supposed to get, he immediately started talking over me and wouldn’t allow me to explain the situation. He just kept trying to talk over me. He said I was 20 seconds too late and he already charged it. He said I could ‘talk to the other guy all I want’ after going over my charged. He went on about how they don’t rent bike rack, don’t rent boats, etc. No idea why he mentioned not renting boats beyond trying to be passive aggressive. He didn’t care that the other rep told me it was $25 total and not per day and didn’t care that there was a miscommunication.

- He charged my card BEFORE presenting me with all the charges.

- We emptied out the grey/black water twice and had it completely empty before return. When I returned it, he took off with the vehicle and then claimed I had 10 gallons of grey water. As soon as I started to dispute this, he whipped out his phone out to show me some video of it all coming out. He then said, he goes through this ever Monday when people return it with the same old story.

o Basically, he indicated all customers, including myself, are liars.

o There is either a leak in the shower or sink OR this guy doctors up charges to every customer.

o He easily could have made a video by driving off as he did, running the sink and then draining the grey water to claim I never drained it.

o I’d be highly interested in seeing how often people are charged for grey water from this location compared to the national average along with how often people claim it was drained.

Our entire cost should be refunded for this dangerous RV and horrible customer service.

We traveled across country with my husband my 2 babies (2 mo old and a 2 yo), and my nephew and parents. First night we thought mosquitos were coming in from somewhere because my husband and I had hives everywhere. We had only stopped at a trucks rest area and we didn’t not got out of the RV so that was already “weird”Second night my 2 yo, 2 MONTH OLD and my parents had hives and we thought we were having an allergic reaction to something. 3 night my husband and I were worst When we woke up. Hives EVERYWHERE. My husband had “mosquito bites” on his nose and forehead and his back looked as per him like he was “diseased”. My infant had hives on her forehead and my 2 year old had hives on her shoulders and legs. After extensive research and finally admitting that it was looking like bedbugs we decided to check out our bed. We had read that these things left tiny blood stains and also little black oval shells to which we found both of. I also saw tiny blood stains on my pillow and my husbands pillow. It was official! We had lived with bedbugs. We cut our trip short 3 days and attempted to get some sort of reimbursement but the early return or everything we had to throw away including a bunch of baby stuff. They told us they would give us the money for the days we didn’t use. WE HAD TO RENT A TRUCK to bring us to Oregon. We got rid of so many things. We ended up in URGENT CARE with a sever allergic reaction. We want our money back because we were hurt. My babies were hurt and what we thought would be a great trip ended up in a very expensive nightmare.

DO NOT RENT FROM THEM

Horrible co. Was broken down for 7hrs on the hwy with my kids with no help from reserve america! In fact 2 times I called operators were bery rude unprofessional and hung up on me! Please dont waste your time or money on the co.