MsC [redacted] , I have worked directly with the Global Manager for the Reservations Department regarding the situation and after review and discussion on the matter it was found that you were correct about the language on the website regarding the travel agent discountWe are currently in the process of working to update the website to reflect the correct information and to remove any ambiguityI do sincerely apologize for the inconvenience and frustration this has causedI also want to assure you that our Reservation Agent [redacted] has been re-trained on the Travel Agent policy to ensure that no further miscommunication occurs with any other Travel AgentsConcerning your comments on [redacted] behavior this has also been addressedFurther coaching and monitoring are being set in place to ensure that she is providing the proper customer service in line with Cruise America standardsUnfortunately during the discussion regarding this matter the reservation was cancelled and the deposit was refunded in full (see attached)I am unable to speak to a reason why this occurred however; I have ensured that the reservation was re-opened under the same reservation number ( [redacted] and that it does hold the original rate for your reservation and now includes the 20% Travel Agent DiscountUnfortunately due to the closing and refund of the reservation a new deposit will need to be placedShould you wish to keep the reservation please contact our Reservations Department Agent Ray C [redacted] directly at ###-###-####For your convenience he is available on the following dates and times: June 27th-8:30am-5pm; June 28th-1:30pm-10pm; July 1st-12:30pm-9pm; July 2nd-11:30am-7:30pmShould you not wish to keep the reservation please let me know and I will ensure that it is closedAgain please accept my sincerest apologies for the issues that have occurred with the situationSincerely, Aiden B [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] Even though I don't think that the compensation offered is appropriate for the level of danger Cruise America RV Rental put my family into I will accept it, since I don't want to deal with this company anymore and don't want to be reminded of this horrible Vacation experience anymoreI truly hope that CA RV Rental will change their vehicle maintenance procedures so that they can eventually provide safe RVs to their customers in the future and no customer has to go through the same nightmare-like experience as we didI will wait until for the business to perform this action and, if it does, will consider this complaint [email protected]: Thank you for this great service - I believe that without Revdex.com Cruise America would have kept on ignoring my complaint Attached the signed Waiver from Cruise America Regards, [redacted] ***
By way of introductions my name is [redacted] and I am the Manager for the Customer Relations DepartmentI want to thank you for taking your time to contact my department about your recent experience with Cruise America and our Kissimmee locationAt the time of booking a reservation a $deposit it taken to hold the RV out of the total $refundable depositUpon pick up there is an additional $collected to equal the total $That was not including your rental rate which leads to the total $of which once the vehicle is returned in the same condition it was rented the $is returnedI do apologize for any misunderstanding and would like to advise you that on September 9, we refunded your $depositThis refund was applied to Master card ending in I do apologize for any misunderstanding that took place and hope you are able to travel with us in the futureKindest Regards, [redacted] Customer Relations Manager Cruise America/Cruise Canada RV Rental & Sales West Hampton Avenue Mesa, AZ www.cruiseamerica.com
Dear Ms [redacted] , Thank you for your responseHowever as directed on previous occasions all communication must be completed through your merchant bank Sincerely, [redacted] Customer Relations Manager
Thank you for contacting the Revdex.com regarding this matterAs Cruise America has made multiple points of contact with you previously we will continue this response from the most recent e-mail that was received on April 6th, by Customer Relations.Reference was made in your e-mail that our Travelers Assistance team was rude and played games with offering service for resolving the issues with the vehicle, only to rescind the offer when it was acceptedHowever, through the records and recorded calls a total of un-returned voicemails were left by our Travelers Assistance team in the effort to resolve the vehicle issues that were reportedThis included multiple follow up calls after each e-mail was receivedUnfortunately our Agents in Travelers Assistance were not contacted back and provided the opportunity to set up a service location to repair any shortcomings that you reported with the vehicle.However on 3/10/(Tuesday) at 9:56am (Arizona time) when an agent was able to have contact with your party the offer to locate service by our Travelers Assistance Agent was declinedAs previously advised services after hours are almost nonexistentRegular repair shops hold standard business hours of approximately 8am to pmUnfortunately Cruise Americas Travelers Assistance Agents are at the mercy of the service location hours Concerning the reference of the Travelers Assistance Agents insisting on specific locations for repairs I must politely disagreeThrough every review that has been done the only location that would have been a requirement was a Cruise America location in order to add the towing package and unlock the hitch pin for your usageOther than the requirement of that our Travelers Assistance Agents made two separate offers to locate service along your route to resolve any issuesAs stated multiple reviews of this file has been completed and Cruise America has determined that the Travelers Assistance agents attempted to assist you to the best of their abilityWe must again decline compensation on this matter citing the previously mentioned Additional Terms and Conditions Section (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."I would also like to add another provision in the Additional Terms and Conditions Section 13: “: “Necessary and reasonable expenses for transportation and lodging only are covered in the event of a mechanical breakdown requiring the Vehicle to be in repair for more than hoursRadio, automatic entry step, air conditioning, refrigerator, microwave or other appliances, cruise control or generator malfunctions are not considered to be mechanical breakdownsIncurred expenses to a maximum of $per person per day for lodging and other expenses (to the maximum capacity set on Page A) and $per group per day for transportation will be reimbursed subject to a limit of $3,per tourThe provisions of this paragraph are not valid in case of a collision or accidentYou must present all receipts for refund of expenses.” However as previously stated you experience no mechanical breakdown as outlined in the contract that was agreed to at the time of pickup.However as Cruise America does understand that the trip as planned was not what you had expected we have offered a gift certificate towards a future rental in the amount of $as a gesture of good willThis is standard practice in the travel industry when an unpleasant travel experience occursHowever as we do understand that you do not wish to utilize the certificate it is fully transferrable to another party of your choosingThis meaning that you may give away or sell the certificate to any party you choose should you wish to not utilize itSincerely, [redacted] Customer Relations ManagerF: ###-###-####
[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, Kristina C [redacted]
I want a call from customer servicei have left message for a call back at this time my Credit card has reviewed my call logs and determined that cruise america did not provided the starndard of service for discover custiner and is reversing all charges I suggest you contact the last renter and ask them how much generator time they used because the genertor never worked I called in the first day of the rental and everyday there after I was also advised the the generator was part of the rental I asked times in the first phone callsalso how was the passangers to stay cool while driving since the AC did not work on the invertori have also called in monday tuesday and wendseday they have taken my name and number and said a customer service rep would call me back when they had time and I cant talk with amanager please call me [redacted]
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 below No, this does not resolve my complaint I want to stress to you, and to Ms [redacted] , that CruiseAmerica’s representative misstated their policy, and I have it in writing from their representative! The mistake is theirs, not mine, and I cancelled the reservation as soon as they notified me of the actual policy The transaction was made based on incorrect information passed to me by CruiseAmerica, and there is no legal or moral reason why my deposit should not be refunded in full immediately Regards, [redacted]
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 below First of all, two of the documents attached did not downloadSecond, while Cruise America conceded that the $charge should never have been made, they swapped one charge for another, saying that the RV suffered damage to the front bumperWhen we returned the vehicle, they did not do any kind of inspection with us or note any damageSince we were never in a situation that would explain that damage (other than the tire failure, which they concede resulted in damage that we should not pay for), we assume this is an attempt by Cruise America to extract money from usI have pasted my response to Cruise America below Please let me know if I can provide any further information.Regards, [redacted] Thank you for your response of 7/16/I am glad that the charge for damage to the wheel well has been removed and that you confirmed that it never should have been charged in the first placeWe also appreciate your offer to refund a portion of our rentalI am, however, shocked that instead of considering the matter closed, a new charge is invented to replace the oldAt no point did staff at the Federal Heights location do a walk through with us upon our returning the vehicle and note any dentThey only seemed interested in blaming us for the renting the “wrong” vehicle and charging us extra money for our rentalWe spent our time there contesting the charge that you agree shouldn’t have been made in the first placeAs at no time did any incident occur that would explain a dent in the front bumper, I can only assume that this is a vindictive act on the part of the Federal Heights staff or a dent caused by the tire failure, which you agree is not our responsibilityI am also alarmed that you would demand payment to fix a vehicle that clearly should be taken off the roadAs I’ve stated, no one should be renting this vehicle and I am still shocked that Cruise America is renting unsafe vehicles to consumers with limited RV experience.I am terribly disappointed in your replyOur experience with Cruise America only becomes more disappointingOn our way to return the vehicle, we assumed that we would be met with concern and an offer to refund a portion of our tripBoy, were we wrongAs we did not receive the service and safety promised by Cruise America on your website, I am contesting the entire cost of our rental through our credit card company
Ms [redacted] ,I would like to thank you for your replyI do understand the reasons for which you are not happy with the compensation that has been provided and are seeking moreHowever a full review was completed on the matter and Cruise America feels that the compensation issued is adequate for the matter at handI do apologize but I must politely decline your request for further compensation on the matterThe refund offered of 50% off the rental rate is what is being offered which is strictly what was payed for the use of the unitThe offer you requested included your mileage, your extra kits you ordered, fees for dumping etcOur offer standsI would also like to verify that the unit that is in question has had the necessary repairs to ensure customer satisfactionTo start the process of the refund I must politely request that you sign the release formKindest Regards,
Dear Ms. [redacted] , Thank you for your reply. After a secondary review it was found that the initial offer of the $300.00 gift certificate is satisfactory. As a note to the questions of maintenance of the vehicle our records indicate that all proper maintenance steps were taken to ensure that the vehicle was fully operational. Each time the vehicle returns and is rented the vehicle is inspected to ensure that all components are operating properly. These steps were taken on your rental, as you indicate in your correspondence everything was operating properly at the time of pickup. Unfortunately while traveling situations do occur that are out of your control as well as ours. Cruise America does it's best to assist you and ensure that you are back to your vacation as soon as possible. As stated this includes getting at minimum a diagnosis on the vehicle and with regards to after hours services our Travelers Assistance service is limited to towing services and tire services. Our team ensures that you are in a safe location for the night until they can locate the proper service to ensure we are getting you back to your vacation as soon as possible. While I understand that you do not agree with how our Travelers Assistance limitations/options after hours I can only apologize. Our team offered assistance that was available and this was declined. Again while I do understand that you do not agree with the findings and offered resolution to this matter I must decline compensation for this matter. We have issued a gift certificate in the amount of $300.00 as a gesture of good will. Should you not wish to utilize the certificate it is fully transferable to another party of your choosing. Sincerely, [redacted] Customer Relations Manager
MsO***, Thank you for your contact to the Revdex.comI do see that you are still currently traveling in the vehicle and are due to return on 7/25/to our Cedar Hill, TX locationAs the contract is still currently open and you are utilizing the vehicle Travelers Assistance is the best area to assist you with any mattersFrom a review of the current records I do see that they were able to work with a local repair company and get the cab A/C repaired for your partyCruise America is happy to issue compensation for this time down and inconvenience however, as you are still traveling this will need to be discussed with the location at the time of returnI do apologize for any inconvenience that you have experienced while traveling and I do hope that the remaining time in the vehicle is enjoyable and worry-freeSincerely, Aiden B***Customer Relations Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Thank you for your response and looking into this matterWe have received the refund of $ and $for the tiresThanks you very much. The reason why I had asked the refund of the extra travel expenses i.e car services etc., was because we were not *** to accept the RV from Bohemia due to the issues we already had mentioned and discussed with your team. Obviously I would have not ask for any travel expenses to and from the CA Bohemia location, as we organized the transportation ourselvesBut, since the Bohemia location did not provide us with a RV motorhome which was rent*** because of luck of cleanliness and unsafe conditions, we had to accept a much further location at Mount Laurel , NJ for pick up and drop off for a new RVWe have no car, so the only option was to either rent a car or take a car service, which was approxthe same amount, but extra expenses we did not plan on havingI would expect Cruise America to reimburse these, since it was not our fault that the Bohemia location had not prepared any RV’s for us to rent in a safe and clean condition. Since we were not *** to receive a new RV until Monday 7/(instead of originally planned on Saturday 7/from location Bohemia), we had to also alter our trip and cancel two nights at a campsite for Saturday 7/and Sunday 7/with no refund due to late cancellationThose charges I did not even include in my request for reimbursement from Cruise America. I am not looking for to get ever dollar I spent additionally, but I would like for Cruise America to at least reimburse the car services to and from Mount LaurelWe had not plan on these additional costs and Cruise America did not provide the Service regarding RV rentals as they promised and advertised on their website and instruction videos for renters. - 7/20: Carmel Car Service to Mount Laurel, NJ to pick up the RV : total $ 363.75- 8/11: Carmel Car Service to come back to Ferry Fire Island : total $ 467.55Please re-review with your team and I am looking forward to a positive response from Cruise America, thanks,*** ***
Regards,
*** ***
Mr***, I have reviewed the claim made through the Revdex.com and have found that on approximately August 8th an identical claim that was submitted to the Southern Colorado Revdex.com under case number ***As our headquarters are not based in Colorado I was unable to reply directly to Southern
Colorado claim however; our Colorado Springs location did provide me with a copy of the claimOn August 17th I replied to you and indicated that I had received a copy of the claim but was unable to reply due to the aforementioned reason however; I did address the points made in the claimAt the conclusion of my response I indicated that since your return of the vehicle no reported matters have been able to be verified and that the vehicle has been through multiple rentals since that timeTo date this information still stands and a decline of your request for the unused days still standsFor reference I have attached a copy of the August 17th response that is mentioned above along with a copy of the noted Southern Colorado Revdex.com complaint Sincerely, Aiden B*** Customer Relations Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Cruise America continues to offer $0.00, which is less than the $their operator offered me, but advised me not to accept because it was too low and corporate should provide more.Cruise America's representative has gone from simply refusing to do the right thing to now communicating completely information.We absolutely were told that CA would not pay for repair of the locks unless we drove to Portland, OR (a hour round trip).This was on the same call as the discussion regarding trailers*** either didn't listen to the whole call or she is choosing to be...misleading.We were told that we would still be charged for the extra miles to drive to and from Portland, as well as the daily charges for missing our return deadlineWe simply could not afford that.We absolutely did return many of the voice mails we receivedWhy *** thinks we didn't return any, or why it is relevant that we didn't return every single one, is beyond me.CA never said "it would be difficult to get service on the weekend." They said "we will not pay for service on the weekend."We had already indicated that we knew of available service locations we could go toWe were told that we were not allowed to get repairs on the weekend.We just did a quick *** search and the first result showed an RV repair shop only miles away that has regular hours on Saturday: ***The clauses CA is citing have no relevance to this issue.The mechanical breakdown clause says nothing regarding locks.Whether or not this was a mechanical breakdown has nothing to do with this complaint.We have not requested credit for lodging, so the $limit per person for lodging has nothing to do with this complaint.CA's obligation to fix the locks is not at question, and all evidence shows they failed to help us fix the locks.CA's own documents state that it is not safe to use the vehicle with unlocked storage compartments and windows.See pages and of the "Renters Assistance Guide."Despite written documentation in CA's own materials that these broken locks presented an unsafe situation, their representatives forced us to use the RV under these unsafe conditions.Even if it were true that CA hadn't denied our request to get repair at a 3rd party (it isn't), they still refused to repair the RV on the weekendThey gave us explicit instructions to continue using the RV for multiple days knowing that it was unsafe by their own definition.Etc., etc., etc.Ultimately what we have here is a large corporation that has unquestionably done my family wrong and put our lives at risk but, instead of making things right, they choose to hide behind the legalese of their contract (even though the clauses cited do not pertain to the situation at hand and even though other CA documents that make up the total agreement support our claims).We are not asking for a full refundWe are not even asking for a large refundWe have only asked that CA give us some amount of a refund to make up for the fact that they put our lives at risk, refused to help us, and failed to provide even the minimum amount of support that we were promised we would getWe believe that CA violated both the letter and spirit of our contract, and that they gave us substantially less value than we paid for, and we simply desire a small token of apology.If CA continues on this wrongheaded path of aggressive anti-consumer behavior, we will continue to file complaints with every government and private advocacy group that will listenAlso, we have already convinced a family member not to rent with CA for a month-long trip that they just startedCA's actions here are not just wrong, they have already lost the company business that would have brought in more revenue than our entire trip didWe will continue making every effort to steer other consumers away from CA until we have an apology and partial refund
Regards,
*** ***
Dear Ms***, Thank you for your replyI do apologize for the delay in responseI have concluded another review on your fileAfter the conclusion of this review it was found that the initial gift certificate offer is satisfactory in the eyes of Cruise AmericaWhile I do understand that you do not feel this is an adequate resolution to the matter I must politely decline monetary compensation requests.As previously stated gift certificates are offered for an unpleasant experienceAdditionally we do provide a hour hotline for customers to call should any issues be present while travelingUnfortunately we were not advise of any vehicle deficiencies while traveling and since the return of the vehicle it has been rented multiple times with no noted deficiencies/repairs on the vehicle. Again while I do understand that you feel the resolution offered is not adequate Cruise America must continue to decline monetary compensation. Sincerely, *** ***Customer Relations Manager
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
MsR***, Due to the character limit on responses I was not able to input my full response here and didn't feel that this matter would be properly served by removing any portion of the reply to your claimAs such I have attached a copy of my full response. Sincerely, Aiden BishopCustomer
Relations Manager
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.First, let me state I am fully aware of Ms***'s name and title, as I attempted to speak with her prior to our trip to resolve this matter without involving Revdex.comI was told that Ms*** would only deal with complaints after the file was closed (meaning I had either cancelled or completed my reservation)Apparently this policy only applies to customers, as she responded to the Revdex.com quite timely. The reason I do not accept the response made by Ms*** on behalf of Cruise America is that it is not factualMs*** states Cruise America reduced our rate from $per night to $per night rather than honoring our initial agreement of $per nightI have attached our receipt showing we were charged $per night Since, by way of this response, I have made the Revdex.com and Cruise America aware of this latest error on the part of Cruise America in a timely mannerI will assume Cruise America will be refunding me $(plus taxes incurred on that amount) immediatelySecondly, Ms*** states "the Reservations Agents recommend for you to double check the confirmation once it arrives to ensure that all information is indeed correct and to advise them if anything is found that was not booked properly" yet she failed to provide any proof this occurred in our specific instanceMy husband does not recall being given this information and it does not appear ion the text of the initial reservation confirmation emailFurther, I don't see how there can be an "expiration date" on catching errors made by a company you're doing business withThe error was caught prior to our pickithe RV and the original rate should be honored.In addition, I would like to add that after filing the initial complaint with the Revdex.com, I received a call from the initial reservation agent who had made the data entry errorHe told me the $rate was not a California rate, and I would never have gotten that rate on a reservation for an RV in CaliforniaWhile we were on the phone, I checked the Cruise America web site and informed the agent that if I were to make a reservation for next July, for the Clovis, CA pick-up/drop-off site, I would indeed be given a rate of $He then tried to back-pedal and say that rate was available because I was looking at twelve months ahead.I find the amount of "errors" made by Cruise America a bit surprising (first my initial reservation, then the statement about the rental rates in California, and finally the rental amount given to the Revdex.com as resolution for this complaintIt would seem this company is unable to keep it's facts straight. I am still requesting Cruise America honor its' original agreement with usShould they refuse to do so, I will expect an immediate refund of the difference in the rate we paid and the rate Ms*** stated we were given in her response to my complaint to the Revdex.com.Regards, *** ***
Dear Ms***, Thank you for your replyI want to assure you that I do understand that reasons why you are not happy with the resolution providedWe do understand that your vacation time is precious and hard to come byWhile we must also take into account our records during the review process we are happy to completed a secondary review to ensure that all information was properly reviewedUpon completion of this review it was found that all information was properly included. Cruise America feels that the compensation agreed to at the time of return is adequate and must politely decline further compensationAs previously advised the refund applied at return was noted as satisfactory and final for the matter at handHowever as a gesture of good will an additional gift certificate was offeredAs I understand you do not feel that you would be able to utilize the certificate I can assure you that it is fully transferable to another party of your choosing. Sincerely, *** ***Customer Relations Manager
MsC [redacted] , I have worked directly with the Global Manager for the Reservations Department regarding the situation and after review and discussion on the matter it was found that you were correct about the language on the website regarding the travel agent discountWe are currently in the process of working to update the website to reflect the correct information and to remove any ambiguityI do sincerely apologize for the inconvenience and frustration this has causedI also want to assure you that our Reservation Agent [redacted] has been re-trained on the Travel Agent policy to ensure that no further miscommunication occurs with any other Travel AgentsConcerning your comments on [redacted] behavior this has also been addressedFurther coaching and monitoring are being set in place to ensure that she is providing the proper customer service in line with Cruise America standardsUnfortunately during the discussion regarding this matter the reservation was cancelled and the deposit was refunded in full (see attached)I am unable to speak to a reason why this occurred however; I have ensured that the reservation was re-opened under the same reservation number ( [redacted] and that it does hold the original rate for your reservation and now includes the 20% Travel Agent DiscountUnfortunately due to the closing and refund of the reservation a new deposit will need to be placedShould you wish to keep the reservation please contact our Reservations Department Agent Ray C [redacted] directly at ###-###-####For your convenience he is available on the following dates and times: June 27th-8:30am-5pm; June 28th-1:30pm-10pm; July 1st-12:30pm-9pm; July 2nd-11:30am-7:30pmShould you not wish to keep the reservation please let me know and I will ensure that it is closedAgain please accept my sincerest apologies for the issues that have occurred with the situationSincerely, Aiden B [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] Even though I don't think that the compensation offered is appropriate for the level of danger Cruise America RV Rental put my family into I will accept it, since I don't want to deal with this company anymore and don't want to be reminded of this horrible Vacation experience anymoreI truly hope that CA RV Rental will change their vehicle maintenance procedures so that they can eventually provide safe RVs to their customers in the future and no customer has to go through the same nightmare-like experience as we didI will wait until for the business to perform this action and, if it does, will consider this complaint [email protected]: Thank you for this great service - I believe that without Revdex.com Cruise America would have kept on ignoring my complaint Attached the signed Waiver from Cruise America Regards, [redacted] ***
By way of introductions my name is [redacted] and I am the Manager for the Customer Relations DepartmentI want to thank you for taking your time to contact my department about your recent experience with Cruise America and our Kissimmee locationAt the time of booking a reservation a $deposit it taken to hold the RV out of the total $refundable depositUpon pick up there is an additional $collected to equal the total $That was not including your rental rate which leads to the total $of which once the vehicle is returned in the same condition it was rented the $is returnedI do apologize for any misunderstanding and would like to advise you that on September 9, we refunded your $depositThis refund was applied to Master card ending in I do apologize for any misunderstanding that took place and hope you are able to travel with us in the futureKindest Regards, [redacted] Customer Relations Manager Cruise America/Cruise Canada RV Rental & Sales West Hampton Avenue Mesa, AZ www.cruiseamerica.com
Dear Ms [redacted] , Thank you for your responseHowever as directed on previous occasions all communication must be completed through your merchant bank Sincerely, [redacted] Customer Relations Manager
Thank you for contacting the Revdex.com regarding this matterAs Cruise America has made multiple points of contact with you previously we will continue this response from the most recent e-mail that was received on April 6th, by Customer Relations.Reference was made in your e-mail that our Travelers Assistance team was rude and played games with offering service for resolving the issues with the vehicle, only to rescind the offer when it was acceptedHowever, through the records and recorded calls a total of un-returned voicemails were left by our Travelers Assistance team in the effort to resolve the vehicle issues that were reportedThis included multiple follow up calls after each e-mail was receivedUnfortunately our Agents in Travelers Assistance were not contacted back and provided the opportunity to set up a service location to repair any shortcomings that you reported with the vehicle.However on 3/10/(Tuesday) at 9:56am (Arizona time) when an agent was able to have contact with your party the offer to locate service by our Travelers Assistance Agent was declinedAs previously advised services after hours are almost nonexistentRegular repair shops hold standard business hours of approximately 8am to pmUnfortunately Cruise Americas Travelers Assistance Agents are at the mercy of the service location hours Concerning the reference of the Travelers Assistance Agents insisting on specific locations for repairs I must politely disagreeThrough every review that has been done the only location that would have been a requirement was a Cruise America location in order to add the towing package and unlock the hitch pin for your usageOther than the requirement of that our Travelers Assistance Agents made two separate offers to locate service along your route to resolve any issuesAs stated multiple reviews of this file has been completed and Cruise America has determined that the Travelers Assistance agents attempted to assist you to the best of their abilityWe must again decline compensation on this matter citing the previously mentioned Additional Terms and Conditions Section (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."I would also like to add another provision in the Additional Terms and Conditions Section 13: “: “Necessary and reasonable expenses for transportation and lodging only are covered in the event of a mechanical breakdown requiring the Vehicle to be in repair for more than hoursRadio, automatic entry step, air conditioning, refrigerator, microwave or other appliances, cruise control or generator malfunctions are not considered to be mechanical breakdownsIncurred expenses to a maximum of $per person per day for lodging and other expenses (to the maximum capacity set on Page A) and $per group per day for transportation will be reimbursed subject to a limit of $3,per tourThe provisions of this paragraph are not valid in case of a collision or accidentYou must present all receipts for refund of expenses.” However as previously stated you experience no mechanical breakdown as outlined in the contract that was agreed to at the time of pickup.However as Cruise America does understand that the trip as planned was not what you had expected we have offered a gift certificate towards a future rental in the amount of $as a gesture of good willThis is standard practice in the travel industry when an unpleasant travel experience occursHowever as we do understand that you do not wish to utilize the certificate it is fully transferrable to another party of your choosingThis meaning that you may give away or sell the certificate to any party you choose should you wish to not utilize itSincerely, [redacted] Customer Relations ManagerF: ###-###-####
[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, Kristina C [redacted]
I want a call from customer servicei have left message for a call back at this time my Credit card has reviewed my call logs and determined that cruise america did not provided the starndard of service for discover custiner and is reversing all charges I suggest you contact the last renter and ask them how much generator time they used because the genertor never worked I called in the first day of the rental and everyday there after I was also advised the the generator was part of the rental I asked times in the first phone callsalso how was the passangers to stay cool while driving since the AC did not work on the invertori have also called in monday tuesday and wendseday they have taken my name and number and said a customer service rep would call me back when they had time and I cant talk with amanager please call me [redacted]
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 below No, this does not resolve my complaint I want to stress to you, and to Ms [redacted] , that CruiseAmerica’s representative misstated their policy, and I have it in writing from their representative! The mistake is theirs, not mine, and I cancelled the reservation as soon as they notified me of the actual policy The transaction was made based on incorrect information passed to me by CruiseAmerica, and there is no legal or moral reason why my deposit should not be refunded in full immediately Regards, [redacted]
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 below First of all, two of the documents attached did not downloadSecond, while Cruise America conceded that the $charge should never have been made, they swapped one charge for another, saying that the RV suffered damage to the front bumperWhen we returned the vehicle, they did not do any kind of inspection with us or note any damageSince we were never in a situation that would explain that damage (other than the tire failure, which they concede resulted in damage that we should not pay for), we assume this is an attempt by Cruise America to extract money from usI have pasted my response to Cruise America below Please let me know if I can provide any further information.Regards, [redacted] Thank you for your response of 7/16/I am glad that the charge for damage to the wheel well has been removed and that you confirmed that it never should have been charged in the first placeWe also appreciate your offer to refund a portion of our rentalI am, however, shocked that instead of considering the matter closed, a new charge is invented to replace the oldAt no point did staff at the Federal Heights location do a walk through with us upon our returning the vehicle and note any dentThey only seemed interested in blaming us for the renting the “wrong” vehicle and charging us extra money for our rentalWe spent our time there contesting the charge that you agree shouldn’t have been made in the first placeAs at no time did any incident occur that would explain a dent in the front bumper, I can only assume that this is a vindictive act on the part of the Federal Heights staff or a dent caused by the tire failure, which you agree is not our responsibilityI am also alarmed that you would demand payment to fix a vehicle that clearly should be taken off the roadAs I’ve stated, no one should be renting this vehicle and I am still shocked that Cruise America is renting unsafe vehicles to consumers with limited RV experience.I am terribly disappointed in your replyOur experience with Cruise America only becomes more disappointingOn our way to return the vehicle, we assumed that we would be met with concern and an offer to refund a portion of our tripBoy, were we wrongAs we did not receive the service and safety promised by Cruise America on your website, I am contesting the entire cost of our rental through our credit card company
Ms [redacted] ,I would like to thank you for your replyI do understand the reasons for which you are not happy with the compensation that has been provided and are seeking moreHowever a full review was completed on the matter and Cruise America feels that the compensation issued is adequate for the matter at handI do apologize but I must politely decline your request for further compensation on the matterThe refund offered of 50% off the rental rate is what is being offered which is strictly what was payed for the use of the unitThe offer you requested included your mileage, your extra kits you ordered, fees for dumping etcOur offer standsI would also like to verify that the unit that is in question has had the necessary repairs to ensure customer satisfactionTo start the process of the refund I must politely request that you sign the release formKindest Regards,
Dear Ms. [redacted] , Thank you for your reply. After a secondary review it was found that the initial offer of the $300.00 gift certificate is satisfactory. As a note to the questions of maintenance of the vehicle our records indicate that all proper maintenance steps were taken to ensure that the vehicle was fully operational. Each time the vehicle returns and is rented the vehicle is inspected to ensure that all components are operating properly. These steps were taken on your rental, as you indicate in your correspondence everything was operating properly at the time of pickup. Unfortunately while traveling situations do occur that are out of your control as well as ours. Cruise America does it's best to assist you and ensure that you are back to your vacation as soon as possible. As stated this includes getting at minimum a diagnosis on the vehicle and with regards to after hours services our Travelers Assistance service is limited to towing services and tire services. Our team ensures that you are in a safe location for the night until they can locate the proper service to ensure we are getting you back to your vacation as soon as possible. While I understand that you do not agree with how our Travelers Assistance limitations/options after hours I can only apologize. Our team offered assistance that was available and this was declined. Again while I do understand that you do not agree with the findings and offered resolution to this matter I must decline compensation for this matter. We have issued a gift certificate in the amount of $300.00 as a gesture of good will. Should you not wish to utilize the certificate it is fully transferable to another party of your choosing. Sincerely, [redacted] Customer Relations Manager
MsO***, Thank you for your contact to the Revdex.comI do see that you are still currently traveling in the vehicle and are due to return on 7/25/to our Cedar Hill, TX locationAs the contract is still currently open and you are utilizing the vehicle Travelers Assistance is the best area to assist you with any mattersFrom a review of the current records I do see that they were able to work with a local repair company and get the cab A/C repaired for your partyCruise America is happy to issue compensation for this time down and inconvenience however, as you are still traveling this will need to be discussed with the location at the time of returnI do apologize for any inconvenience that you have experienced while traveling and I do hope that the remaining time in the vehicle is enjoyable and worry-freeSincerely, Aiden B***Customer Relations Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Thank you for your response and looking into this matterWe have received the refund of $ and $for the tiresThanks you very much. The reason why I had asked the refund of the extra travel expenses i.e car services etc., was because we were not *** to accept the RV from Bohemia due to the issues we already had mentioned and discussed with your team. Obviously I would have not ask for any travel expenses to and from the CA Bohemia location, as we organized the transportation ourselvesBut, since the Bohemia location did not provide us with a RV motorhome which was rent*** because of luck of cleanliness and unsafe conditions, we had to accept a much further location at Mount Laurel , NJ for pick up and drop off for a new RVWe have no car, so the only option was to either rent a car or take a car service, which was approxthe same amount, but extra expenses we did not plan on havingI would expect Cruise America to reimburse these, since it was not our fault that the Bohemia location had not prepared any RV’s for us to rent in a safe and clean condition. Since we were not *** to receive a new RV until Monday 7/(instead of originally planned on Saturday 7/from location Bohemia), we had to also alter our trip and cancel two nights at a campsite for Saturday 7/and Sunday 7/with no refund due to late cancellationThose charges I did not even include in my request for reimbursement from Cruise America. I am not looking for to get ever dollar I spent additionally, but I would like for Cruise America to at least reimburse the car services to and from Mount LaurelWe had not plan on these additional costs and Cruise America did not provide the Service regarding RV rentals as they promised and advertised on their website and instruction videos for renters. - 7/20: Carmel Car Service to Mount Laurel, NJ to pick up the RV : total $ 363.75- 8/11: Carmel Car Service to come back to Ferry Fire Island : total $ 467.55Please re-review with your team and I am looking forward to a positive response from Cruise America, thanks,*** ***
Regards,
*** ***
Mr***, I have reviewed the claim made through the Revdex.com and have found that on approximately August 8th an identical claim that was submitted to the Southern Colorado Revdex.com under case number ***As our headquarters are not based in Colorado I was unable to reply directly to Southern
Colorado claim however; our Colorado Springs location did provide me with a copy of the claimOn August 17th I replied to you and indicated that I had received a copy of the claim but was unable to reply due to the aforementioned reason however; I did address the points made in the claimAt the conclusion of my response I indicated that since your return of the vehicle no reported matters have been able to be verified and that the vehicle has been through multiple rentals since that timeTo date this information still stands and a decline of your request for the unused days still standsFor reference I have attached a copy of the August 17th response that is mentioned above along with a copy of the noted Southern Colorado Revdex.com complaint Sincerely, Aiden B*** Customer Relations Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Cruise America continues to offer $0.00, which is less than the $their operator offered me, but advised me not to accept because it was too low and corporate should provide more.Cruise America's representative has gone from simply refusing to do the right thing to now communicating completely information.We absolutely were told that CA would not pay for repair of the locks unless we drove to Portland, OR (a hour round trip).This was on the same call as the discussion regarding trailers*** either didn't listen to the whole call or she is choosing to be...misleading.We were told that we would still be charged for the extra miles to drive to and from Portland, as well as the daily charges for missing our return deadlineWe simply could not afford that.We absolutely did return many of the voice mails we receivedWhy *** thinks we didn't return any, or why it is relevant that we didn't return every single one, is beyond me.CA never said "it would be difficult to get service on the weekend." They said "we will not pay for service on the weekend."We had already indicated that we knew of available service locations we could go toWe were told that we were not allowed to get repairs on the weekend.We just did a quick *** search and the first result showed an RV repair shop only miles away that has regular hours on Saturday: ***The clauses CA is citing have no relevance to this issue.The mechanical breakdown clause says nothing regarding locks.Whether or not this was a mechanical breakdown has nothing to do with this complaint.We have not requested credit for lodging, so the $limit per person for lodging has nothing to do with this complaint.CA's obligation to fix the locks is not at question, and all evidence shows they failed to help us fix the locks.CA's own documents state that it is not safe to use the vehicle with unlocked storage compartments and windows.See pages and of the "Renters Assistance Guide."Despite written documentation in CA's own materials that these broken locks presented an unsafe situation, their representatives forced us to use the RV under these unsafe conditions.Even if it were true that CA hadn't denied our request to get repair at a 3rd party (it isn't), they still refused to repair the RV on the weekendThey gave us explicit instructions to continue using the RV for multiple days knowing that it was unsafe by their own definition.Etc., etc., etc.Ultimately what we have here is a large corporation that has unquestionably done my family wrong and put our lives at risk but, instead of making things right, they choose to hide behind the legalese of their contract (even though the clauses cited do not pertain to the situation at hand and even though other CA documents that make up the total agreement support our claims).We are not asking for a full refundWe are not even asking for a large refundWe have only asked that CA give us some amount of a refund to make up for the fact that they put our lives at risk, refused to help us, and failed to provide even the minimum amount of support that we were promised we would getWe believe that CA violated both the letter and spirit of our contract, and that they gave us substantially less value than we paid for, and we simply desire a small token of apology.If CA continues on this wrongheaded path of aggressive anti-consumer behavior, we will continue to file complaints with every government and private advocacy group that will listenAlso, we have already convinced a family member not to rent with CA for a month-long trip that they just startedCA's actions here are not just wrong, they have already lost the company business that would have brought in more revenue than our entire trip didWe will continue making every effort to steer other consumers away from CA until we have an apology and partial refund
Regards,
*** ***
Dear Ms***, Thank you for your replyI do apologize for the delay in responseI have concluded another review on your fileAfter the conclusion of this review it was found that the initial gift certificate offer is satisfactory in the eyes of Cruise AmericaWhile I do understand that you do not feel this is an adequate resolution to the matter I must politely decline monetary compensation requests.As previously stated gift certificates are offered for an unpleasant experienceAdditionally we do provide a hour hotline for customers to call should any issues be present while travelingUnfortunately we were not advise of any vehicle deficiencies while traveling and since the return of the vehicle it has been rented multiple times with no noted deficiencies/repairs on the vehicle. Again while I do understand that you feel the resolution offered is not adequate Cruise America must continue to decline monetary compensation. Sincerely, *** ***Customer Relations Manager
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
MsR***, Due to the character limit on responses I was not able to input my full response here and didn't feel that this matter would be properly served by removing any portion of the reply to your claimAs such I have attached a copy of my full response. Sincerely, Aiden BishopCustomer
Relations Manager
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.First, let me state I am fully aware of Ms***'s name and title, as I attempted to speak with her prior to our trip to resolve this matter without involving Revdex.comI was told that Ms*** would only deal with complaints after the file was closed (meaning I had either cancelled or completed my reservation)Apparently this policy only applies to customers, as she responded to the Revdex.com quite timely. The reason I do not accept the response made by Ms*** on behalf of Cruise America is that it is not factualMs*** states Cruise America reduced our rate from $per night to $per night rather than honoring our initial agreement of $per nightI have attached our receipt showing we were charged $per night Since, by way of this response, I have made the Revdex.com and Cruise America aware of this latest error on the part of Cruise America in a timely mannerI will assume Cruise America will be refunding me $(plus taxes incurred on that amount) immediatelySecondly, Ms*** states "the Reservations Agents recommend for you to double check the confirmation once it arrives to ensure that all information is indeed correct and to advise them if anything is found that was not booked properly" yet she failed to provide any proof this occurred in our specific instanceMy husband does not recall being given this information and it does not appear ion the text of the initial reservation confirmation emailFurther, I don't see how there can be an "expiration date" on catching errors made by a company you're doing business withThe error was caught prior to our pickithe RV and the original rate should be honored.In addition, I would like to add that after filing the initial complaint with the Revdex.com, I received a call from the initial reservation agent who had made the data entry errorHe told me the $rate was not a California rate, and I would never have gotten that rate on a reservation for an RV in CaliforniaWhile we were on the phone, I checked the Cruise America web site and informed the agent that if I were to make a reservation for next July, for the Clovis, CA pick-up/drop-off site, I would indeed be given a rate of $He then tried to back-pedal and say that rate was available because I was looking at twelve months ahead.I find the amount of "errors" made by Cruise America a bit surprising (first my initial reservation, then the statement about the rental rates in California, and finally the rental amount given to the Revdex.com as resolution for this complaintIt would seem this company is unable to keep it's facts straight. I am still requesting Cruise America honor its' original agreement with usShould they refuse to do so, I will expect an immediate refund of the difference in the rate we paid and the rate Ms*** stated we were given in her response to my complaint to the Revdex.com.Regards, *** ***
Dear Ms***, Thank you for your replyI want to assure you that I do understand that reasons why you are not happy with the resolution providedWe do understand that your vacation time is precious and hard to come byWhile we must also take into account our records during the review process we are happy to completed a secondary review to ensure that all information was properly reviewedUpon completion of this review it was found that all information was properly included. Cruise America feels that the compensation agreed to at the time of return is adequate and must politely decline further compensationAs previously advised the refund applied at return was noted as satisfactory and final for the matter at handHowever as a gesture of good will an additional gift certificate was offeredAs I understand you do not feel that you would be able to utilize the certificate I can assure you that it is fully transferable to another party of your choosing. Sincerely, *** ***Customer Relations Manager