[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: 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, Jennifer R***
Thank you again for your replyWith regards to the offered compensation Cruise America makes no guarantee of compensation unless a mechanical breakdown occursAs previously advised no mechanical breakdown was experienced by your party while traveling with Cruise AmericaThis 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 routeAs previously stated the only requirement that was made to go to a Cruise America location was for the removal of the tow hitchAny time services are needed Travelers Assistance does their best to locate service that can assistThis may be a Cruise America location but they also have access to thousands of 3rd party service locations across the United States and CanadaWhile this many locations are available they are at the mercy of their available services and service timesAs a note Cruise America always does it's best to pay for any services that are renderedOur 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 CustomersWith regards to the mention of the window lock and compartment lock being a safety issue I must politely disagreeThe compartment still contained a latch that was in proper working order and was able to secure the compartment during travelThe window lock did not inhibit the window from staying latched closed during your travels or while the vehicle was parkedWhile 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 vehicleConcerning the offer of compensation Cruise America has offered a gift certificate towards a future rental in the amount of $that can be used at any Cruise America/Cruise Canada of your choiceShould you not wish to utilize the certificate it is fully transferrable to another party of your choosingAs 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 orientatedOur Travelers Assistance Team and I do our best to assist all customers to the best of our ability and to find an amicable solutionWhile not all solutions are desirable we do act in good faith to resolve any issues that are presented on any levelThe offer of the gift certificate is the resolution that Cruise America is offering for the issues that are presentedWhile 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 [redacted] ***,By way of introductions my name is [redacted] and I am in the Customer Relations DepartmentI have assigned myself to your file through this processI 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 locationWe 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 encounteredWe do understand that taking time out of your vacation to repair a rental vehicle is not expected and can be very frustratingI do apologize that you had to take this time to repair the vehicleCruise 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 possibleWe do understand that your trip was not exactly as expected I would like to offer a refund of $(50% of the rental and refund for miles)This refund has been applied to [redacted] card ending in It is with this refund that I do sincerely hope that you will allow us to serve you again in the futureAgain please accept my sincerest apologies for the poor impression you received from Cruise America and our representativesSincerly, [redacted] Customer Relations
Tell us why hereThank you for your submission to the Revdex.com regarding your reservation.I am sorry to see that you were unable to travel due to the inclement weather in the areaAs a one-time policy exception and gesture of good will I have issued a gift certificate towards a future rental in the amount of the reservation deposit ($300.00)Please allow up to days for processing and shippingWe do look forward to having you travel with us in the futureKindest Regards,Customer Relations Manager
Thank you for the kindness in offering a 50% refund I would be satisfied to accept the 50% adjustment based on the total of the cost charged to me for the rental of the unitThe total including all taxes (prior to extra costs for refueling upon return) is $Therefore a fair reimbursement would be $1,The only complaint I have is strictly with the condition and safety of the particular unit that was rented to me by the Kissimmee locationThe unit license plate is included in the complaintHas the unit been repaired and inspected? The driver’s mirror would not stay in place and drifted down causing an impairment in my ability to see down the left side of the RV during drivingHas the engine or manifold been tested, or repair work been done to prevent the passenger floor from becoming so hot that it would burn skin if it came in contact with the floor? Was the generator replaced on the unit? The repair technician that was dispatched said that the onboard generator (which did have oil – I checked that) was in such bad condition, that he was shocked the unit was rented with the generator in that conditionPlease understand, when it came to the process of renting from the Cruise America program, I found it easy to doI was pleased with the overall process of the rental process of Cruise America in generalMy sole complaint is with the safety and condition of the specific unit that was rented to us by your Kissimmee locationA review of their maintenance process might be suggestedI do believe a reimbursement of 50% for the full rental price to be fairThank you
Dear MrJ [redacted] Thank you for your submission to the Revdex.com regarding the damage chargesAs per our phone conversation that occurred on or around 2/29/the Cruise America Subrogation Department is working diligently on your fileOnce Cruise America is able to recoup the costs for the damages to the vehicle from the other party involved in the incident you will be refunded the deductible that was collected at the time of returnWhile I understand that you wish the funds to be returned before Cruise America collects from the other party I must politely declineAs per the Additional Terms and Conditions of the Contract Section 5(b) states: "If the vehicle is used as permitted by the Terms and Conditions of this Contract, the following applies: You are responsible for any and all loss of or damage to the Vehicle from any cause regardless of fault to a maximum of $1,per occurrence." Additionally as we discussed you will receive an update as it is available on the status of the claim from our Subrogation DepartmentClaims of this nature can take up to year to complete due to the complexity f the situationHowever as stated Cruise America is working diligently on resolving the matter as quickly as possible with the other parties insurance carrier Sincerely, Heather M [redacted] Customer Relations Manager
Dear Ms [redacted] ,Thank you for contacting the Revdex.comWhile I do sincerely regret that you remain unsatisfied it appears we are at an impasse as our opinions regarding your rental and request for compensation differ significantlyAs a note with regards to compensation for the cleanliness of the vehicle and the location behavior 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 expensesLessor'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 VehicleRadio, automatic entry step, air conditioning, refrigerator, microwave or other appliances, cruise control or generator malfunctions are not considered to be mechanical breakdownsVehicle exchanges may only be considered in the event of a mechanical breakdownLessor 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 1,miles over your day rentalYour 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 rentalWe believe that we have acted more than reasonably in trying to resolve this matterSummarily without any contractual or financial obligation as a courtesy you have been provided with a gift certificate towards a future rentalAs previously stated and re iterated in your submission to the Revdex.com you have been advised that this resolution is commonly found in the travel industryCruise America feels that the record clearly shows that we have not only met but we have exceeded our financial and contractual obligations.Sincerely, [redacted] Customer Relations
Dear Ms [redacted] , Thank you for your e-mail to the Revdex.comTo our understanding this matter is being settled directly with our Dealer Manager [redacted] Unfortunately I am unable to offer a solution to this situation through the Revdex.com as this matter is being handled directly between yourself and *** [redacted] However I can assure you that this claim is being added to the file that Customer Relations is keepingSincerely, [redacted] Customer Relations Manager
Dear Ms [redacted] , Thank you for contacting the Revdex.com regarding the matter of the additional chargeHowever as advised through communication with Customer Relations this matter has been presented to your merchant bank and is currently in the process of a charge-backDue to the complicated nature of charge-backs I am unable to address this matter further and all communication with Cruise America must be completed through your merchant bank Sincerely, [redacted] Customer Relations Manager
Dear Mr [redacted] , Due to the character limit available in response I was unable to respond in this fieldHowever I have attached a PDF copy of my response to your Revdex.com submission Sincerely, Heather M [redacted] Customer Relations Manager
Dear Mr [redacted] , Thank you for contacting the Revdex.com regarding the matter surrounding your reservationWhile I do understand that you do not feel that Cruise Americas actions with regards to your file are correct I can only apologizeCruise America has issued a gift certificate that is fully transferable to another party of your choosing in the amount of your depositThis was mailed to you on 6/20/As previously advised through Customer Relations one way reservations are unfortunately non refundableHowever to circumvent that policy we have issued the previously mentioned gift certificateAgain I do apologize for any inconvenience but must politely decline a refund of the depositSincerely, [redacted]
Mr [redacted] , By way of introductions my name is Aiden B [redacted] and I am the Manager for the Customer Relations DepartmentI would like to touch base about the vehicle issues that you mentioned in regards to the roof top air conditioner and CD playerCruise America offers a 24/Travelers Assistance line to contact while you are traveling in case any such situations ariseI do regret that we were not provided an opportunity to try and resolve the issues so that you were able to continue your trip worry-freeThe vehicle was inspected and found that the shoreline was not properly plugged into the outlet located in its storage compartmentThis step is outlined in the orientation video and rental assistance guide provided with the vehicleAdditionally the CD player was inspected and no malfunction was able to be located with the systemConcerning the cleaning fee that was assessed the Vehicle Acceptance Form that is signed at the time of pickup outlines the additional feeThe rental agents at return found an excessive amount of hair through the vehicleOther members of the staff and management were consulted before applying the $fee.Cruise America makes an effort to resolve any issues with the vehicle (i.ecleanliness) before checking the vehicle into the systemAs such it was found that your party was offered to take the vehicle and have it detailed to ensure that no hair was left behindThis offer was declined and the staff was informed to apply the charge to the contractIn regards to the late fee that was placed on the contract I must also politely decline this requestCruise America return times are from 9am- 11amAs indicated on the Vehicle Acceptance From there is a $per hour charge should the vehicle be returned after 11amAs the vehicle was checked into the system at 1pm your party was subject to a hours late chargeThank you again for contacting the Revdex.com regarding this mater Aiden B***Customer Relations Manager
Dear Mr [redacted] , Thank you for your replyWith regards to a phone call I must politely declineAll communication with Customer Relations is done via writing to ensure proper review of any and all claimsAdditionally as your chosen course of action was to contact the Revdex.com all communication through this process is also done in writingAs stated in the previous reply the generator carries a charge of $3.50/hour for usageWhile 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 usageThis charge is outlined on the Cruise America website, the Reservation Confirmation, Vehicle Acceptance Form, and contract that is signed at the time of pickupWhile doing a charge back is your right as a consumer Cruise America is no longer able to communicate with you on this matter directlyDue to the complicated nature of charge backs all further communication must be completed through your merchant bankShould this continue to be your chosen course of action please ensure that all communication is completed through your financial institutionWhile 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]
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] locationWe 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 considerationI regret that we were not able to resolve your concerns to your satisfaction while on rentAlthough 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 day of the daily rate ($149.00)A total of $has been refunded to the Visa card used at the time of pickupAdditionally I would like to offer a gift certificate in the amount of $that is applicable towards a future rentalHowever should MsJohnston be unable to utilize the certificate it is fully transferable to another party of her choicePlease again accept my apologies for the poor impression you have received of Cruise AmericaWe do hope that you will provide us another opportunity to serve you in the futureSincerely, [redacted] Customer Relations Manager
I was told repeatedly that if the other party was at fault (they were) and they had insurance (they did) the $would be returned promptlyI have provided the documentation and months has passed without a refund
Ms [redacted] ,Thank you for your contact the the Revdex.comI am sorry to hear of the experience you had with Cruise America on your recent rentalThrough the initial review on the matter I found that your party advised our Travelers Assistance Department that you sought out your own tire service and possible paid out of pocket for the repairIf you could please supply the receipt for the service I will be happy to review it for consideration of refundOnce received and a full and comprehensive review is complete I will respond in full Sincerely, Aiden B***Customer Relations Manager
Revdex.com: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 belowThe offer of a hotel was only made after I called back a second timeAn offer if transportation was never madeFor you to claim you cannot help clients on weekends shows a lack of care for your consumerBut 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 ITYou 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 leastI want a full refund and will continue to fight until I get oneThe the point is it is your contractural obligation to provide safe and reliable vehicles, not whether I'm willing to get it fixedIn 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]
Due to the lack of direct communication I had no choice but to dispute the charge on my [redacted] Credit Card I have tried several times to contact [redacted] directly and am always sent back to email We had the Motor Home for nights and the charge per night was $ On the final bill we were charged a total per night of $ X $= $which was paid in full upon returning the Motor Home The additional charge of $is an overcharge I fail to see how Cruise America still wants to charge the extra amount when it is crystal clear that the bill was paid in full when the Motor Home was returned
Ms [redacted] Thank you for your submission to the Revdex.com regarding your recent rental experience with Cruise America and our Poughkeepsie locationI would like to touch base about the vehicle issues that you mentionedWe understand that taking time out of your vacation to go to a repair facility can be very frustrating and we never wish a customer to have to take this time away from their plansI do regret that we were unable to resolve the issues for you so that you were able to continue your trip worry-free in a timely mannerHowever I would like to assure you that we do take your comments about the vehicle deficiencies very seriouslyConcerning your comments about the apathetic behavior of our Travelers Assistance staff; I want to express my deepest apologiesCruise America knows that proper service is essential and prides itself on providing the best customer service possibleThe experience that occurred with our personnel is frankly inexplicableA copy of your comments has been forwarded to the proper management team for review and internal handling to avoid such situations in the futureAs we do understand that your trip was not exactly as expected I would like to offer a refund of $1,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 no later than September 28, Kindest Regards, Crystal N [redacted] Customer Relations Manager Cruise America/Cruise Canada RV Rental & Sales West Hampton Avenue Mesa, AZ www.cruiseamerica.com
Dear Ms***, 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 processI 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 locationWe 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 encounteredWe do understand that taking time out of your vacation to repair a rental vehicle is not expected and can be very frustratingIt is understandable that you did not want to interrupt your precious vacation timeI 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 encounteredHowever 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 essentialThe experience that you encountered with our personnel is frankly inexcusableA 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 to model yearsThe Cruise America website is correct that we do purchase new vehicles each yearThese vehicles are added to our fleet as we refurbish and sell the older model yearsCruise America makes no guarantee the year of the vehicle that will be provided to any customerI can only apologize for any misunderstandingConcerning the tire situation that occurred while you were traveling I can only apologize for this experienceI can assure you that Cruise America has policies in place to ensure that the vehicles are properly evaluated before they are sent out for rentalWhile 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 seriouslyAs 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 travelingWhile Travelers Assistance is available to speak with you hours a day they are limited to the services that are already in place in that areaThey do their best to locate service either at a Cruise America facility or a 3rd party service locationHowever there are times where the location you are traveling is so remote that services are very hard to findI 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 incorrectlyHowever the damage charge also included damage that occurred to the front bumper of the vehicle that was unrelated to the tire incidentI have checked multiple previous contracts for possible previous damage and there is no damage indicated on the front bumper of the vehicleDue to this damage a portion of the damage charge does standA total of this damage is $(plus taxes)A total of $has been refunded to [redacted] card ending in [redacted] for this damage cost differenceA copy of the repair order is attached here along with a copy of the photo of the bumper damage for your referenceHowever we do understand that your trip was not exactly as expected I would like to offer a refund of days of the daily rate ($+ 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] [redacted] Customer Relations Manager
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: 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, Jennifer R***
Thank you again for your replyWith regards to the offered compensation Cruise America makes no guarantee of compensation unless a mechanical breakdown occursAs previously advised no mechanical breakdown was experienced by your party while traveling with Cruise AmericaThis 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 routeAs previously stated the only requirement that was made to go to a Cruise America location was for the removal of the tow hitchAny time services are needed Travelers Assistance does their best to locate service that can assistThis may be a Cruise America location but they also have access to thousands of 3rd party service locations across the United States and CanadaWhile this many locations are available they are at the mercy of their available services and service timesAs a note Cruise America always does it's best to pay for any services that are renderedOur 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 CustomersWith regards to the mention of the window lock and compartment lock being a safety issue I must politely disagreeThe compartment still contained a latch that was in proper working order and was able to secure the compartment during travelThe window lock did not inhibit the window from staying latched closed during your travels or while the vehicle was parkedWhile 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 vehicleConcerning the offer of compensation Cruise America has offered a gift certificate towards a future rental in the amount of $that can be used at any Cruise America/Cruise Canada of your choiceShould you not wish to utilize the certificate it is fully transferrable to another party of your choosingAs 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 orientatedOur Travelers Assistance Team and I do our best to assist all customers to the best of our ability and to find an amicable solutionWhile not all solutions are desirable we do act in good faith to resolve any issues that are presented on any levelThe offer of the gift certificate is the resolution that Cruise America is offering for the issues that are presentedWhile 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 [redacted] ***,By way of introductions my name is [redacted] and I am in the Customer Relations DepartmentI have assigned myself to your file through this processI 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 locationWe 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 encounteredWe do understand that taking time out of your vacation to repair a rental vehicle is not expected and can be very frustratingI do apologize that you had to take this time to repair the vehicleCruise 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 possibleWe do understand that your trip was not exactly as expected I would like to offer a refund of $(50% of the rental and refund for miles)This refund has been applied to [redacted] card ending in It is with this refund that I do sincerely hope that you will allow us to serve you again in the futureAgain please accept my sincerest apologies for the poor impression you received from Cruise America and our representativesSincerly, [redacted] Customer Relations
Tell us why hereThank you for your submission to the Revdex.com regarding your reservation.I am sorry to see that you were unable to travel due to the inclement weather in the areaAs a one-time policy exception and gesture of good will I have issued a gift certificate towards a future rental in the amount of the reservation deposit ($300.00)Please allow up to days for processing and shippingWe do look forward to having you travel with us in the futureKindest Regards,Customer Relations Manager
Thank you for the kindness in offering a 50% refund I would be satisfied to accept the 50% adjustment based on the total of the cost charged to me for the rental of the unitThe total including all taxes (prior to extra costs for refueling upon return) is $Therefore a fair reimbursement would be $1,The only complaint I have is strictly with the condition and safety of the particular unit that was rented to me by the Kissimmee locationThe unit license plate is included in the complaintHas the unit been repaired and inspected? The driver’s mirror would not stay in place and drifted down causing an impairment in my ability to see down the left side of the RV during drivingHas the engine or manifold been tested, or repair work been done to prevent the passenger floor from becoming so hot that it would burn skin if it came in contact with the floor? Was the generator replaced on the unit? The repair technician that was dispatched said that the onboard generator (which did have oil – I checked that) was in such bad condition, that he was shocked the unit was rented with the generator in that conditionPlease understand, when it came to the process of renting from the Cruise America program, I found it easy to doI was pleased with the overall process of the rental process of Cruise America in generalMy sole complaint is with the safety and condition of the specific unit that was rented to us by your Kissimmee locationA review of their maintenance process might be suggestedI do believe a reimbursement of 50% for the full rental price to be fairThank you
Dear MrJ [redacted] Thank you for your submission to the Revdex.com regarding the damage chargesAs per our phone conversation that occurred on or around 2/29/the Cruise America Subrogation Department is working diligently on your fileOnce Cruise America is able to recoup the costs for the damages to the vehicle from the other party involved in the incident you will be refunded the deductible that was collected at the time of returnWhile I understand that you wish the funds to be returned before Cruise America collects from the other party I must politely declineAs per the Additional Terms and Conditions of the Contract Section 5(b) states: "If the vehicle is used as permitted by the Terms and Conditions of this Contract, the following applies: You are responsible for any and all loss of or damage to the Vehicle from any cause regardless of fault to a maximum of $1,per occurrence." Additionally as we discussed you will receive an update as it is available on the status of the claim from our Subrogation DepartmentClaims of this nature can take up to year to complete due to the complexity f the situationHowever as stated Cruise America is working diligently on resolving the matter as quickly as possible with the other parties insurance carrier Sincerely, Heather M [redacted] Customer Relations Manager
Dear Ms [redacted] ,Thank you for contacting the Revdex.comWhile I do sincerely regret that you remain unsatisfied it appears we are at an impasse as our opinions regarding your rental and request for compensation differ significantlyAs a note with regards to compensation for the cleanliness of the vehicle and the location behavior 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 expensesLessor'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 VehicleRadio, automatic entry step, air conditioning, refrigerator, microwave or other appliances, cruise control or generator malfunctions are not considered to be mechanical breakdownsVehicle exchanges may only be considered in the event of a mechanical breakdownLessor 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 1,miles over your day rentalYour 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 rentalWe believe that we have acted more than reasonably in trying to resolve this matterSummarily without any contractual or financial obligation as a courtesy you have been provided with a gift certificate towards a future rentalAs previously stated and re iterated in your submission to the Revdex.com you have been advised that this resolution is commonly found in the travel industryCruise America feels that the record clearly shows that we have not only met but we have exceeded our financial and contractual obligations.Sincerely, [redacted] Customer Relations
Dear Ms [redacted] , Thank you for your e-mail to the Revdex.comTo our understanding this matter is being settled directly with our Dealer Manager [redacted] Unfortunately I am unable to offer a solution to this situation through the Revdex.com as this matter is being handled directly between yourself and *** [redacted] However I can assure you that this claim is being added to the file that Customer Relations is keepingSincerely, [redacted] Customer Relations Manager
Dear Ms [redacted] , Thank you for contacting the Revdex.com regarding the matter of the additional chargeHowever as advised through communication with Customer Relations this matter has been presented to your merchant bank and is currently in the process of a charge-backDue to the complicated nature of charge-backs I am unable to address this matter further and all communication with Cruise America must be completed through your merchant bank Sincerely, [redacted] Customer Relations Manager
Dear Mr [redacted] , Due to the character limit available in response I was unable to respond in this fieldHowever I have attached a PDF copy of my response to your Revdex.com submission Sincerely, Heather M [redacted] Customer Relations Manager
Dear Mr [redacted] , Thank you for contacting the Revdex.com regarding the matter surrounding your reservationWhile I do understand that you do not feel that Cruise Americas actions with regards to your file are correct I can only apologizeCruise America has issued a gift certificate that is fully transferable to another party of your choosing in the amount of your depositThis was mailed to you on 6/20/As previously advised through Customer Relations one way reservations are unfortunately non refundableHowever to circumvent that policy we have issued the previously mentioned gift certificateAgain I do apologize for any inconvenience but must politely decline a refund of the depositSincerely, [redacted]
Mr [redacted] , By way of introductions my name is Aiden B [redacted] and I am the Manager for the Customer Relations DepartmentI would like to touch base about the vehicle issues that you mentioned in regards to the roof top air conditioner and CD playerCruise America offers a 24/Travelers Assistance line to contact while you are traveling in case any such situations ariseI do regret that we were not provided an opportunity to try and resolve the issues so that you were able to continue your trip worry-freeThe vehicle was inspected and found that the shoreline was not properly plugged into the outlet located in its storage compartmentThis step is outlined in the orientation video and rental assistance guide provided with the vehicleAdditionally the CD player was inspected and no malfunction was able to be located with the systemConcerning the cleaning fee that was assessed the Vehicle Acceptance Form that is signed at the time of pickup outlines the additional feeThe rental agents at return found an excessive amount of hair through the vehicleOther members of the staff and management were consulted before applying the $fee.Cruise America makes an effort to resolve any issues with the vehicle (i.ecleanliness) before checking the vehicle into the systemAs such it was found that your party was offered to take the vehicle and have it detailed to ensure that no hair was left behindThis offer was declined and the staff was informed to apply the charge to the contractIn regards to the late fee that was placed on the contract I must also politely decline this requestCruise America return times are from 9am- 11amAs indicated on the Vehicle Acceptance From there is a $per hour charge should the vehicle be returned after 11amAs the vehicle was checked into the system at 1pm your party was subject to a hours late chargeThank you again for contacting the Revdex.com regarding this mater Aiden B***Customer Relations Manager
Dear Mr [redacted] , Thank you for your replyWith regards to a phone call I must politely declineAll communication with Customer Relations is done via writing to ensure proper review of any and all claimsAdditionally as your chosen course of action was to contact the Revdex.com all communication through this process is also done in writingAs stated in the previous reply the generator carries a charge of $3.50/hour for usageWhile 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 usageThis charge is outlined on the Cruise America website, the Reservation Confirmation, Vehicle Acceptance Form, and contract that is signed at the time of pickupWhile doing a charge back is your right as a consumer Cruise America is no longer able to communicate with you on this matter directlyDue to the complicated nature of charge backs all further communication must be completed through your merchant bankShould this continue to be your chosen course of action please ensure that all communication is completed through your financial institutionWhile 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]
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] locationWe 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 considerationI regret that we were not able to resolve your concerns to your satisfaction while on rentAlthough 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 day of the daily rate ($149.00)A total of $has been refunded to the Visa card used at the time of pickupAdditionally I would like to offer a gift certificate in the amount of $that is applicable towards a future rentalHowever should MsJohnston be unable to utilize the certificate it is fully transferable to another party of her choicePlease again accept my apologies for the poor impression you have received of Cruise AmericaWe do hope that you will provide us another opportunity to serve you in the futureSincerely, [redacted] Customer Relations Manager
I was told repeatedly that if the other party was at fault (they were) and they had insurance (they did) the $would be returned promptlyI have provided the documentation and months has passed without a refund
Ms [redacted] ,Thank you for your contact the the Revdex.comI am sorry to hear of the experience you had with Cruise America on your recent rentalThrough the initial review on the matter I found that your party advised our Travelers Assistance Department that you sought out your own tire service and possible paid out of pocket for the repairIf you could please supply the receipt for the service I will be happy to review it for consideration of refundOnce received and a full and comprehensive review is complete I will respond in full Sincerely, Aiden B***Customer Relations Manager
Revdex.com: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 belowThe offer of a hotel was only made after I called back a second timeAn offer if transportation was never madeFor you to claim you cannot help clients on weekends shows a lack of care for your consumerBut 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 ITYou 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 leastI want a full refund and will continue to fight until I get oneThe the point is it is your contractural obligation to provide safe and reliable vehicles, not whether I'm willing to get it fixedIn 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]
Due to the lack of direct communication I had no choice but to dispute the charge on my [redacted] Credit Card I have tried several times to contact [redacted] directly and am always sent back to email We had the Motor Home for nights and the charge per night was $ On the final bill we were charged a total per night of $ X $= $which was paid in full upon returning the Motor Home The additional charge of $is an overcharge I fail to see how Cruise America still wants to charge the extra amount when it is crystal clear that the bill was paid in full when the Motor Home was returned
Ms [redacted] Thank you for your submission to the Revdex.com regarding your recent rental experience with Cruise America and our Poughkeepsie locationI would like to touch base about the vehicle issues that you mentionedWe understand that taking time out of your vacation to go to a repair facility can be very frustrating and we never wish a customer to have to take this time away from their plansI do regret that we were unable to resolve the issues for you so that you were able to continue your trip worry-free in a timely mannerHowever I would like to assure you that we do take your comments about the vehicle deficiencies very seriouslyConcerning your comments about the apathetic behavior of our Travelers Assistance staff; I want to express my deepest apologiesCruise America knows that proper service is essential and prides itself on providing the best customer service possibleThe experience that occurred with our personnel is frankly inexplicableA copy of your comments has been forwarded to the proper management team for review and internal handling to avoid such situations in the futureAs we do understand that your trip was not exactly as expected I would like to offer a refund of $1,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 no later than September 28, Kindest Regards, Crystal N [redacted] Customer Relations Manager Cruise America/Cruise Canada RV Rental & Sales West Hampton Avenue Mesa, AZ www.cruiseamerica.com
Dear Ms***, 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 processI 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 locationWe 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 encounteredWe do understand that taking time out of your vacation to repair a rental vehicle is not expected and can be very frustratingIt is understandable that you did not want to interrupt your precious vacation timeI 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 encounteredHowever 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 essentialThe experience that you encountered with our personnel is frankly inexcusableA 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 to model yearsThe Cruise America website is correct that we do purchase new vehicles each yearThese vehicles are added to our fleet as we refurbish and sell the older model yearsCruise America makes no guarantee the year of the vehicle that will be provided to any customerI can only apologize for any misunderstandingConcerning the tire situation that occurred while you were traveling I can only apologize for this experienceI can assure you that Cruise America has policies in place to ensure that the vehicles are properly evaluated before they are sent out for rentalWhile 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 seriouslyAs 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 travelingWhile Travelers Assistance is available to speak with you hours a day they are limited to the services that are already in place in that areaThey do their best to locate service either at a Cruise America facility or a 3rd party service locationHowever there are times where the location you are traveling is so remote that services are very hard to findI 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 incorrectlyHowever the damage charge also included damage that occurred to the front bumper of the vehicle that was unrelated to the tire incidentI have checked multiple previous contracts for possible previous damage and there is no damage indicated on the front bumper of the vehicleDue to this damage a portion of the damage charge does standA total of this damage is $(plus taxes)A total of $has been refunded to [redacted] card ending in [redacted] for this damage cost differenceA copy of the repair order is attached here along with a copy of the photo of the bumper damage for your referenceHowever we do understand that your trip was not exactly as expected I would like to offer a refund of days of the daily rate ($+ 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] [redacted] Customer Relations Manager