Cruiser R V, LLC

Initial Business Response /* (1000, 5, 2016/08/17) */
I have located 1 warranty request in the system for repair on this unit. The claim has 4 items in question. The awning was denied warranty as the claim is for pin holes in the awning; however, none of the provided information/photographs in...

the claim shows a pin hole in the awning. The linoleum has been denied as the photos submitted appear to be damage. We have requested a check in sheet from the delivery of the unit to the dealership and the check in sheet does not note this damage to the linoleum. This is not a defect in material or workmanship, but is considered damage. The other two items have been approved for repair. A malfunctioning black tank flush and the exterior lighting have been approved for repair/replacement.
Thank you
Initial Consumer Rebuttal /* (3000, 7, 2016/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I HAVE PHOTOS OF THE AWNING SEPERATING. I HAVE ASLO CONTACTED THE AWNING MANUFACTOR TO GET THEIR TAKE ON IT ALSO. REGUARDLESS AN AWNING NO OLDER THAN THIS SHOULD NOT BE SEPERATING AND LEAKING WHICH IS WHAT THE WARRANTY CLAIM IS FOR. ON THE FLOORING I HAVE ALL THE COMMUNICATIONS FROM CRUISER AND FROM THE DEALSHIP ON THE DELIVERY DATE AND THE DAY AFTER LETTING BOTH KNOW THE DAMAGE ON THE FLOOR.
ITS SOMETHING NEW WITH THIS CAMPER EVERYDAY. THE WINDOW SEAL NOW IS COMING OFF AND THE COVERING ON THE CEILING IS BUBBLING UP.
THEY MAKE IT SOUND GOOD THEY APPROVED 2 ITEMS. WHAT A JOKE.
Final Business Response /* (4000, 9, 2016/08/25) */
Unfortunately, in this case the customer has provided no new information. This information is the exact information that was originally submitted in the complaint. We have made a determination that the damage to the linoleum is not a manufacturing or material defect and that the awning issue cannot be properly reviewed as the photos do not show the "pin holes" as the complaint suggests. The exterior lights and the tank flush are the items that we have approved for warranty repairs.

Initial Business Response /* (1000, 18, 2017/02/24) */
In this case, we were able to locate one warranty request for the trailer in question. The claim was submitted to Cruiser RV on 2/15/2016 and Cruiser RV responded to the claim on 2/16/2016. The majority of the items on the warranty claim were...

adjustments and cosmetic items that are not covered under the warranty policy after 90 days of customer ownership. This trailer was purchased in August of 2015 and the claim submitted in February 2016, which is the reason for the denial of many of the items on the claim. There were items that were approved for repair under the same claim and our assumption is that they have been repaired as we have paid the dealership to perform them.

Initial Business Response /* (1000, 6, 2017/04/05) */
Unfortunately, we have tried to work with Mr. [redacted] in a reasonable manner and he chooses not to accept what we are telling him. The trailer does not have any defects and the trailer does not pose any safety threat to the consumer. There is...

nothing that Cruiser RV will do at this time to rectify the situation as the trailer is not defective in any way.
Initial Consumer Rebuttal /* (3000, 8, 2017/04/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Cruiser is correct, I have not accepted what they are telling me, because they have not even accepted their own explanations. Cruiser has told me in emails that my trailer has 30 gallon tanks and that it has 36 gallon tanks. This is an impossibility. When we are speaking about safety, the tanks are 30 gallons. When we are speaking about not delivering what was promised, my tanks are suddenly 36 gallons. There has been no "reasonable" work to assist me. They have offered no help except to say essentially "we are sorry we misled you, deal with it".
Please look carefully at their response above. Notice that they are not stating what size tanks I have. They just make a vague statement about the trailer not having defects (I've never once claimed that it had defects) and does not pose a safety threat (only true of my tanks are 30 gallons). They do not address the fact that I was misled about the size of my tanks (I have 5 separate emails in which they have admitted this).
They can't say specifics because they can't say they are 36 gallons on this website, as that would mean they are breaking the law and subject to fines from the NHTSA. They are not saying my tanks are 30 gallons because they know that implicates them for committing sales fraud according to the Arizona Consumer Fraud Act.
My trailer either has:
-30 gallon tanks and Cruiser did not deliver me what was promised (I have not claimed the trailer is defective, but instead that it is not what I was promised- hence the sales practice issues complaint)
Email from Cruiser sales rep 2/21/17: "I finally received some definitive answers from Corporate; your trailer in fact has 44 gallons of fresh, 30 gallons of gray and 30 gallons of black. It is my sincere apology for the misinformation the first time. When we switched over to our new Fun Finder X-Lite offering (from Fun Finder Xtreme Lite), the gray and black were affected (from 36 gallons to 30 gallons each).
Or,
- 36 gallon tanks and Cruiser is breaking the law by not updating my stickers to reflect the change in CCC of 100 pounds.
Email from Cruiser customer service "You asked for 36 gallons of capacity in your tanks. You are arguing that you don't have that. I am telling you that you do, despite the fact that the tank is labeled and published as a 30 gallon tank."

These following facts are not in dispute and are documented in emails between myself and Cruiser:
I informed Cruiser and my dealer that I would not purchase a trailer that had 30 gallon waste water tanks. This would not work for us because the trailer we were trading in had 32 gallon tanks and it filled up on our typical trips. I would not even consider a trailer with smaller tanks than what we were trading in. I even made a spreadsheet of all the brands available in our floor plan and what their tank capacities were.
When we ordered the trailer in August 2016, the marketing material said the tanks were 38 gallons. Cruiser changed their marketing online in September 2016 to say the tanks were 30 gallons. At that time, I questioned the Cruiser sales rep about that. Cruiser informed me that my tanks were in fact 36 gallons (this was less than one week after my trailer had been manufactured and when it was on the way to my dealership).
Email from me to Cruiser 9/16/16 "Our old trailer was 32 gallons and we were always filling that up and so we needed the extra 6 gallons. Going down 2 gallons is not a very good option for us."
Email from Cruiser sales rep 9/16/16 "As far as the holding tanks, the gray and black are 36 gallons, not 30 or 38. We are working to get this changed on our website. Please let me know of should have any other questions.(sic)"

Email from me to my dealer 9/16/16 "[redacted] just sent me an e-mail saying that the tanks are 36 gallons. If that is the case then we should be good. I can deal with losing 2 gallons each (compared to the 38 gallons originally promised) because they are still bigger than our old trailer by 4 gallons. I just wasn't going to be OK losing 8 gallons each because we almost exclusively boondock and we needed to go up in size from our old trailer. Sorry to cause you stress on a Friday."
When our trailer arrived the stickers showed that the tanks were 30 gallons. I questioned my dealer and Cruiser again.
10/5/16 "I hate to keep coming back to this, but this sticker shows that the tanks aren't 36/36 grey/black. I just need to get this cleared up before we purchase this trailer."
Trusting that the Cruiser sales rep would not misinform me when I asked such a direct question, I took delivery of the trailer assuming that the stickers were incorrect and that they would send me out new ones as promised.
On February 21st, 2017 Cruiser finally admitted that the trailer did not have 36 gallon tanks, but in fact had 30 gallon tanks:
Email from Cruiser sales rep "I finally received some definitive answers from Corporate; your trailer in fact has 44 gallons of fresh, 30 gallons of gray and 30 gallons of black. It is my sincere apology for the misinformation the first time. When we switched over to our new Fun Finder X-Lite offering (from Fun Finder Xtreme Lite), the gray and black were affected (from 36 gallons to 30 gallons each).

The 30 gallon tanks are 20% less than what was promised and 27% less than what I originally ordered. 6 gallons of water is the size of the water heater tank and is enough for at least 1-2 showers in an RV. How is it "reasonable" that Cruiser can deliver me a trailer with 30 gallon tanks, when I was promised 36 gallon tanks, even after saying I would not accept 30 gallon tanks? Should all consumers assume that Cruiser is OK with misinforming their customers before a sale and are not willing to fix mistakes that are made by sales staff? That is exactly what happened in this case. Our family of 4 now has to choose which 2 get to shower on each trip so we don't overflow our tanks.

Cruiser's most recent "reasonable" explanation is that even though my tanks are certified as 30 gallons and the manufacturer of the tanks requires Cruiser to market them as 30 gallons, they actually are 36 gallon tanks (see above email). This can't be accurate and must be more misinformation. If it is accurate, then my stickers are incorrect by 100 pounds and Cruiser is breaking the law by not changing them. The law is not vague on this. See this link: Federal Motor Vehicle Safety Standards; Cargo Carrying Capacity
Federal Motor Vehicle Safety Standards; Cargo Carrying Capacity
This document denies petitions for reconsideration of a final rule published December 4, 2007 which amended the ...

Plus, why would they purposely under report their tank capacities (they still label and market these as 30 gallon tanks)? There would be nothing to be gained from that. That would be "unreasonable".
The fact that they won't change my stickers or their marketing proves that they know my tanks are not 36 gallons. They can't say "the trailer does not pose a safety threat to the consumer" if my tanks are 36 gallons. That would be against the law.
If Cruiser is unwilling to come on this website and claim my tanks are 36 gallons, then they should have to make up for the fact that they delivered a trailer to me that had tanks that were 27% smaller than I ordered (38 gallons was listed on the original marketing) and 20% smaller than promised (36 gallons). This mistake is made even worse in that I specifically told them I would not purchase the trailer if it had 30 gallon tanks. Now my family is stuck with a trailer that does not allow all of us to shower on our typical 3 night boondocking trip. We have taken the trailer out and it filled up before we all got to shower (just as you would expect since the tanks are smaller than our previous trailer).
Cruiser needs to do what is necessary to make up for the mistake their sales person made.
Final Business Response /* (4000, 12, 2017/04/17) */
Thank you for providing this information. This information is the exact information that we have been given for the duration of this disagreement and we can only answer with the same information that we have provided in previous conversations with the customer. In no way has Cruiser RV placed anyone in danger in this situation nor has the intended use of the camper been compromised in any way due to the disagreement on the size of water tanks provided for the trailer. There is no manufacturing defect in this case and the fact remains that Cruiser RV has one size of tank that we use for this product line, which is the tank that the customer received. The customer has received a fit and functional trailer that is within our standard specification therefore we cannot compensate the customer to trade his unit for another trailer.

Initial Business Response /* (1000, 5, 2017/07/25) */
After reviewing warranty information on this trailer, we have found that all warranty claims have been responded to and the majority of the issues were authorized for repair within 2 business days of the claim being submitted. At this time, it...

appears that the dealership has not ordered any parts through our parts department for the repairs to take place. We will contact the dealership to see if we can assist in this matter.
Initial Consumer Rebuttal /* (3000, 7, 2017/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In their response they said that the majority of the issues was authorized for repair,I would like to know what's being covered and what isn't being covered on a brand new trailer and why.
Final Business Response /* (4000, 10, 2017/08/08) */
The only things that we are not covering as warranty repairs would be scratches which were claimed on the claim. Generally speaking, once the trailer has left our control and been accepted by the dealer, most scratches are the responsibility of the dealer at that point since it is beyond our control. There was one scratch that was claimed that we denied and two others that we have requested more feed back from the dealer and have not yet received it.
Thank You
Final Consumer Response /* (3000, 21, 2017/08/31) */
I would like to know why this complaint was closed, I certainly did not close it, in fact I still have not yet received my trailer back that makes three months today.