Dear Ms***, By way of introductions my name is *** *** 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 Schererville locationWe know that thorough, friendly, and professional service is essential.I would like to address the issues with 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 resolving this matter for you so that we could get you back to your vacation as soon as possibleConcerning your comments about the apathetic behavior of our staff; I want to express my deepest apologiesAs 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. While I do understand that you feel that the compensation issued and agreed upon is no longer satisfactory we must politely decline further compensation on this matterFor you reference I have attached a copy of the form signed at return outlining "I waive all further rights and claims against the parties named above and agree to this settlement as full and final compensationI am not under any obligation to sign this form and do so of my own free will." However we do understand that your trip was not exactly as expected I would like to offer a gift certificate in the amount of $This gift certificate is offered in conjunction if the refund that was agreed to as satisfactory at the time of refund in the amount of $396.00.Sincerely, *** ***Customer Relations Manager
Dear Ms***, Thank you for contacting the Revdex.com regarding the damage tot he vehicleWhile I do understand that you are not satisfied with the information provided previously I can only assure you that our Subrogation Department has been advised of the incident and are working towards a
resolutionOnce this has been reached with the other parties insurance the damages will be refunded to youHowever as explained this process can take up to year to completeThat is not saying it will take the full year but this process can take some time unfortunately.As an additional note per the Additional Terms and Conditions Section (b): "You are responsible for any and all loss of or damage to the Vehicle from any cause regardless of fault to a maximum of $per occurrence." Additionally I also previously provided an alternate e-mail to contact for any further questions or concerns on this matter as the resolution to this incident is unfortunately out of the purview of Customer Relations.Sincerely, *** ***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.While I do appreciate a response, the offer of a gift certificate does not make up for the vacation that we paid for and lost Why would I want a gift certificate for a company that I never intend to use again? Further, it will take us years to be able to save up for another vacation, and you are just asking us to spend more money, because $would not fully pay for a trip.Regards,*** ***
when I returned the vehicle, I showed my concerns to the lady on siteShe immediately called her maintenance team on her radio to work on the vehicleShe also stated it was good that we returned it early because they were two vehicles downI have six other witnesses that were in the vehicle that can attest to the vehicle issues One of my sons were with when I picked up the problem vehicle and when I returned it
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, You should be ashamed of your service and product.Yes I did sign a contract to take the rental before seeing it and chose to drive off the lot but that does not change the fact that you rented two filthy, broken RV's to my family We took responsibility to clean them throughly for hours prior to our actual departureAlso we did keep driving while the rental RV continually broke down and chose to fix or deal with the imperfectionsThat is your only saving grace is an iron clad contract that protects you a million times over while quietly putting your customer at an unfair disadvantageMy only hope is that when I tell every person I know my story- my families, friends, social media- I save them from being taken advantage of, ripped off and treated unreasonably.The power of my purse, power of the customer.Lastly as I previously stated I do not accept your resolution of a gift certificateI will not use your company again nor will any of my family, friendsI do not agree a certificate is standard in the travel industry, when I've rented a dirty hotel room they moved me to another and refunded my stay 50%I think you need to drastically increase your customer service and cleanlinessA company on the defense shows I'm not alone in my disatisfaction
Regards,
*** ***
Mr***, By way of introductions my name is Aiden Bishop 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 Kingwood locationI would like to touch base about the
vehicle issues that you have reportedI did complete a full review and I am terribly sorry to see that our Travelers Assistance team was not contacted regarding these issues until the night before your returnRegardless I want to assure you that a copy of your comments have been forwarded to the proper management to ensure that this is internally reviewed and the proper corrective action is taken with the location to ensure that no such situation occurs againWith regards to the mileage on the vehicle Cruise America rents vehicles that are no more than years oldWe do our best to ensure that the vehicles are mechanically sound to endure the rigors of camping regardless of the mileage on the engineAs we do understand that your trip was not exactly as expected I have issued a gift certificate in the amount of $This gift certificate is issued in conjunction with a refund of day of the daily rate ($155.25)This refund has been applied to Master card ending in The gift certificate can be utilized at any of our over locations throughout the United States and CanadaThe certificate is transferable to another party of your choosing should you wish to do soUnfortunately it is not transferable to a monetary refundThe certificate will be processed and mailed to you and will arrive within the next days and will be valid for years (expiration date will be indicated on the certificate)Again please accept my sincerest apologies for the poor impression you received from Cruise America and our representatives. Sincerely, *** ***
Customer Relations Manager
Ms***,Thank you for your submission to the Revdex.com regarding your rental from our Kissimmee locationI have personally completed a full review on the grievances that you have mentions in your letterI would like to touch base about the vehicle issues that you mentionedWe understand our
Travelers Assistance department worked closely with you to coordinate a mobile service repair company to come and diagnose the situation with the generatorUnfortunately, this was not a repair that they were equipped to completeOn September 23, our Kissimmee location offered to provide you an exchange vehicle which was prepared for you yet never picked upWe do understand that you were not using the vehicle for recreational purposes as our contract with you outlines and this was in fact used as an office for your disaster relief work, and unfortunately this should have been set up as a Corporate rental to cover situations such as theseAs we do understand that your trip was not exactly as expected I would like to offer a refund of 50% off your daily rate cost ($plus applicable 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 no later than November 11, Kindest Regards,Customer Relations Manager
Dear Ms***, Thank you for your replyThe initial response that I submitted to you through the Revdex.com was because my department is the one that handles any Revdex.com claimsWhile the reservation was still active I did go outside of the perimeters of my position as a courtesy to yourself and our Reservation Department to provide an outside viewpointHowever upon my review it was found that the resolution provided by our Reservation Department Manager Sherilyn Hayes was an amicable solution to the situationWith regards to the statement in my initial response of the daily rate being charged at $169.00/night I do apologizeIt was to be noted at $199.00/nightI can only apologize at this time as it may have been a finger slip on the keys and I did not catch it in the review before submissionOnce submitted no changes are able to be made and no correction response is able to be submittedWhile I do own up to the typo in the previous response this is unfortunately not a rate that was offered or would be honoredWhile I do fully understand that you do not agree with the resolution provided on the daily rate cost I must politely continue to decline further reduction in the costAs stated previously there was ample time from the confirmation e-mail to the date of pickup to review the reservation and advise Cruise America of any noticed errorsWithout accepting liability with the situation our Reservation Management adjusted the rate to reflect 1/of the difference in the rental rate costs (approximately $50.00/night) in an effort to resolve the matter amicablyAgain while we do understand that you do not accept this resolution we must continue to decline further refund on the daily rateSincerely, *** ***Customer Relations Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11681413, 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,
*** ***
Ms***, I would like to thank you for your replyI want to assure you that I do understand the reasons why you are not happy with the resolution providedAs such I have reviewed the file againUpon completion of a secondary review it was found that all information was properly reviewed and the findings do standThe transportation was utilized outside of the contract dates and well outside the area from the home address as listed on the contract for the rentalPer Cruise America policy transportation is only covered in the event of a mechanical breakdown of the RV as defined in the Additional Terms and ConditionsSincerely, Heather McCleary
Ms***, Thank you for your submission tot he Revdex.comDue to the limited characters allowed in the response field I have attached Cruise Americas full response to your claim Sincerely, Aiden B***Customer Relations Manager
Dear Mr. [redacted], Due to the character limit available in response I was unable to respond in this field. However I have attached a PDF copy of my response to your Revdex.com submission. Sincerely, Heather M[redacted]Customer Relations Manager
Dear [redacted],By way of introductions my name is [redacted] and I am in the Customer Relations Department. I have assigned myself to your file through this process. I want to thank you for taking your time to contact us about your recent experience with Cruise America and more specifically...
your rental from our Coraopolis location. We know that thorough, friendly, and professional service is essential.I would like to address the issues with the interior systems of the vehicle that you encountered. We do understand that taking time out of your vacation to repair a rental vehicle is not expected and can be very frustrating. I do apologize that you had to take this time to repair the vehicle. Cruise 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 possible. We do understand that your trip was not exactly as expected I would like to offer a refund of $294.25 (50% of the rental and refund for 50 miles). This refund has been applied to [redacted] card ending in 2018. It is with this refund that I do sincerely hope that you will allow us to serve you again in the future. Again please accept my sincerest apologies for the poor impression you received from Cruise America and our representatives. Sincerly,[redacted]Customer Relations
Dear Ms. [redacted], Thank you for your e-mail to the Revdex.com. To 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]...
[redacted]. However I can assure you that this claim is being added to the file that Customer Relations is keeping. Sincerely, [redacted]Customer Relations Manager
Mr. H[redacted], Cruise America does not handle insurance claims directly and does not make determinations on coverage or liability; as such he matter was turned over to our insurance carrier [redacted]. A claim was set up through [redacted] and an adjuster was assigned to the matter for handling. I have...
personally contacted the adjuster on the matter to inquire as to why the matter was turned over to your personal insurance. I was advised that while the incident occurred in South Carolina the determination of the insurance company who is responsible for primary coverage and who is responsible for the excess coverage is determined on the originating state of the rental. Cruise America, Inc. and [redacted] Insurance do not make the determination of what insurance is primary or excess. This is based on the individual states regulations that [redacted] must abide by. As your rental was based out of Texas this caused your personal insurance, USAA, to be the primary insurance on the matter and [redacted] to be excess liability carrier. Any claim made by the other party for damages would be handled by your personal insurance first and should your insurance not fully cover the damages claimed by the other party [redacted] would then cover the remaining damage costs up to the coverage limits. Please note that this is not in regards to the damage to the Cruise America vehicle. This applies solely to any damages that occurred to the other parties’ property. I was also advised that a letter explaining why [redacted] would not be primary was faxed to USAA and mailed to you at the address listed on the contract. While I understand that this matter is frustrating Cruise America and/or [redacted] is unable to withdraw the information sent to USAA on the matter for the reasons stated above. Sincerely, Aiden B[redacted] Customer Relations Manager
Tell us why here... Thank 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 area. As 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 30 days for processing and shipping. We do look forward to having you travel with us in the future. Kindest Regards,Customer Relations Manager
Ms. [redacted] Thank you for your submission to the Revdex.com regarding your recent rental experience with Cruise America and our Poughkeepsie location. I would like to touch base about the vehicle issues that you mentioned. We 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 plans. I 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 manner. However I would like to assure you that we do take your comments about the vehicle deficiencies very seriously. Concerning your comments about the apathetic behavior of our Travelers Assistance staff; I want to express my deepest apologies. Cruise America knows that proper service is essential and prides itself on providing the best customer service possible. The experience that occurred with our personnel is frankly inexplicable. A copy of your comments has been forwarded to the proper management team for review and internal handling to avoid such situations in the future. As we do understand that your trip was not exactly as expected I would like to offer a refund of $1,400.00. 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, 2017. Kindest Regards, Crystal N[redacted] Customer Relations Manager Cruise America/Cruise Canada RV Rental & Sales 11 West Hampton Avenue Mesa, AZ 85210 www.cruiseamerica.com
Dear Mr. [redacted], Thank you for contacting the Revdex.com regarding the matter surrounding your reservation. While I do understand that you do not feel that Cruise Americas actions with regards to your file are correct I can only apologize. Cruise America has issued a gift certificate that is fully...
transferable to another party of your choosing in the amount of your deposit. This was mailed to you on 6/20/15. As previously advised through Customer Relations one way reservations are unfortunately non refundable. However to circumvent that policy we have issued the previously mentioned gift certificate. Again I do apologize for any inconvenience but must politely decline a refund of the deposit. Sincerely, [redacted]
Dear Ms***, By way of introductions my name is *** *** 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 Schererville locationWe know that thorough, friendly, and professional service is essential.I would like to address the issues with 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 resolving this matter for you so that we could get you back to your vacation as soon as possibleConcerning your comments about the apathetic behavior of our staff; I want to express my deepest apologiesAs 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. While I do understand that you feel that the compensation issued and agreed upon is no longer satisfactory we must politely decline further compensation on this matterFor you reference I have attached a copy of the form signed at return outlining "I waive all further rights and claims against the parties named above and agree to this settlement as full and final compensationI am not under any obligation to sign this form and do so of my own free will." However we do understand that your trip was not exactly as expected I would like to offer a gift certificate in the amount of $This gift certificate is offered in conjunction if the refund that was agreed to as satisfactory at the time of refund in the amount of $396.00.Sincerely, *** ***Customer Relations Manager
Dear Ms***, Thank you for contacting the Revdex.com regarding the damage tot he vehicleWhile I do understand that you are not satisfied with the information provided previously I can only assure you that our Subrogation Department has been advised of the incident and are working towards a
resolutionOnce this has been reached with the other parties insurance the damages will be refunded to youHowever as explained this process can take up to year to completeThat is not saying it will take the full year but this process can take some time unfortunately.As an additional note per the Additional Terms and Conditions Section (b): "You are responsible for any and all loss of or damage to the Vehicle from any cause regardless of fault to a maximum of $per occurrence." Additionally I also previously provided an alternate e-mail to contact for any further questions or concerns on this matter as the resolution to this incident is unfortunately out of the purview of Customer Relations.Sincerely, *** ***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.While I do appreciate a response, the offer of a gift certificate does not make up for the vacation that we paid for and lost Why would I want a gift certificate for a company that I never intend to use again? Further, it will take us years to be able to save up for another vacation, and you are just asking us to spend more money, because $would not fully pay for a trip.Regards,*** ***
when I returned the vehicle, I showed my concerns to the lady on siteShe immediately called her maintenance team on her radio to work on the vehicleShe also stated it was good that we returned it early because they were two vehicles downI have six other witnesses that were in the vehicle that can attest to the vehicle issues One of my sons were with when I picked up the problem vehicle and when I returned it
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, You should be ashamed of your service and product.Yes I did sign a contract to take the rental before seeing it and chose to drive off the lot but that does not change the fact that you rented two filthy, broken RV's to my family We took responsibility to clean them throughly for hours prior to our actual departureAlso we did keep driving while the rental RV continually broke down and chose to fix or deal with the imperfectionsThat is your only saving grace is an iron clad contract that protects you a million times over while quietly putting your customer at an unfair disadvantageMy only hope is that when I tell every person I know my story- my families, friends, social media- I save them from being taken advantage of, ripped off and treated unreasonably.The power of my purse, power of the customer.Lastly as I previously stated I do not accept your resolution of a gift certificateI will not use your company again nor will any of my family, friendsI do not agree a certificate is standard in the travel industry, when I've rented a dirty hotel room they moved me to another and refunded my stay 50%I think you need to drastically increase your customer service and cleanlinessA company on the defense shows I'm not alone in my disatisfaction
Regards,
*** ***
Mr***, By way of introductions my name is Aiden Bishop 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 Kingwood locationI would like to touch base about the
vehicle issues that you have reportedI did complete a full review and I am terribly sorry to see that our Travelers Assistance team was not contacted regarding these issues until the night before your returnRegardless I want to assure you that a copy of your comments have been forwarded to the proper management to ensure that this is internally reviewed and the proper corrective action is taken with the location to ensure that no such situation occurs againWith regards to the mileage on the vehicle Cruise America rents vehicles that are no more than years oldWe do our best to ensure that the vehicles are mechanically sound to endure the rigors of camping regardless of the mileage on the engineAs we do understand that your trip was not exactly as expected I have issued a gift certificate in the amount of $This gift certificate is issued in conjunction with a refund of day of the daily rate ($155.25)This refund has been applied to Master card ending in The gift certificate can be utilized at any of our over locations throughout the United States and CanadaThe certificate is transferable to another party of your choosing should you wish to do soUnfortunately it is not transferable to a monetary refundThe certificate will be processed and mailed to you and will arrive within the next days and will be valid for years (expiration date will be indicated on the certificate)Again please accept my sincerest apologies for the poor impression you received from Cruise America and our representatives. Sincerely, *** ***
Customer Relations Manager
Ms***,Thank you for your submission to the Revdex.com regarding your rental from our Kissimmee locationI have personally completed a full review on the grievances that you have mentions in your letterI would like to touch base about the vehicle issues that you mentionedWe understand our
Travelers Assistance department worked closely with you to coordinate a mobile service repair company to come and diagnose the situation with the generatorUnfortunately, this was not a repair that they were equipped to completeOn September 23, our Kissimmee location offered to provide you an exchange vehicle which was prepared for you yet never picked upWe do understand that you were not using the vehicle for recreational purposes as our contract with you outlines and this was in fact used as an office for your disaster relief work, and unfortunately this should have been set up as a Corporate rental to cover situations such as theseAs we do understand that your trip was not exactly as expected I would like to offer a refund of 50% off your daily rate cost ($plus applicable 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 no later than November 11, Kindest Regards,Customer Relations Manager
The money has been returned as a result of your inquiry Thank you for your assistance!
Dear Ms***, Thank you for your replyThe initial response that I submitted to you through the Revdex.com was because my department is the one that handles any Revdex.com claimsWhile the reservation was still active I did go outside of the perimeters of my position as a courtesy to yourself and our Reservation Department to provide an outside viewpointHowever upon my review it was found that the resolution provided by our Reservation Department Manager Sherilyn Hayes was an amicable solution to the situationWith regards to the statement in my initial response of the daily rate being charged at $169.00/night I do apologizeIt was to be noted at $199.00/nightI can only apologize at this time as it may have been a finger slip on the keys and I did not catch it in the review before submissionOnce submitted no changes are able to be made and no correction response is able to be submittedWhile I do own up to the typo in the previous response this is unfortunately not a rate that was offered or would be honoredWhile I do fully understand that you do not agree with the resolution provided on the daily rate cost I must politely continue to decline further reduction in the costAs stated previously there was ample time from the confirmation e-mail to the date of pickup to review the reservation and advise Cruise America of any noticed errorsWithout accepting liability with the situation our Reservation Management adjusted the rate to reflect 1/of the difference in the rental rate costs (approximately $50.00/night) in an effort to resolve the matter amicablyAgain while we do understand that you do not accept this resolution we must continue to decline further refund on the daily rateSincerely, *** ***Customer Relations Manager
Ms***, I have attached Cruise America response to this matter Sincerenly, Aiden B***Customer Relations Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11681413, 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,
*** ***
Ms***, I would like to thank you for your replyI want to assure you that I do understand the reasons why you are not happy with the resolution providedAs such I have reviewed the file againUpon completion of a secondary review it was found that all information was properly reviewed and the findings do standThe transportation was utilized outside of the contract dates and well outside the area from the home address as listed on the contract for the rentalPer Cruise America policy transportation is only covered in the event of a mechanical breakdown of the RV as defined in the Additional Terms and ConditionsSincerely, Heather McCleary
Ms***, Thank you for your submission tot he Revdex.comDue to the limited characters allowed in the response field I have attached Cruise Americas full response to your claim Sincerely, Aiden B***Customer Relations Manager
Dear Mr. [redacted], Due to the character limit available in response I was unable to respond in this field. However I have attached a PDF copy of my response to your Revdex.com submission. Sincerely, Heather M[redacted]Customer Relations Manager
Dear [redacted],By way of introductions my name is [redacted] and I am in the Customer Relations Department. I have assigned myself to your file through this process. I want to thank you for taking your time to contact us about your recent experience with Cruise America and more specifically...
your rental from our Coraopolis location. We know that thorough, friendly, and professional service is essential.I would like to address the issues with the interior systems of the vehicle that you encountered. We do understand that taking time out of your vacation to repair a rental vehicle is not expected and can be very frustrating. I do apologize that you had to take this time to repair the vehicle. Cruise 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 possible. We do understand that your trip was not exactly as expected I would like to offer a refund of $294.25 (50% of the rental and refund for 50 miles). This refund has been applied to [redacted] card ending in 2018. It is with this refund that I do sincerely hope that you will allow us to serve you again in the future. Again please accept my sincerest apologies for the poor impression you received from Cruise America and our representatives. Sincerly,[redacted]Customer Relations
Dear Ms. [redacted], Thank you for your e-mail to the Revdex.com. To 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]...
[redacted]. However I can assure you that this claim is being added to the file that Customer Relations is keeping. Sincerely, [redacted]Customer Relations Manager
Mr. H[redacted], Cruise America does not handle insurance claims directly and does not make determinations on coverage or liability; as such he matter was turned over to our insurance carrier [redacted]. A claim was set up through [redacted] and an adjuster was assigned to the matter for handling. I have...
personally contacted the adjuster on the matter to inquire as to why the matter was turned over to your personal insurance. I was advised that while the incident occurred in South Carolina the determination of the insurance company who is responsible for primary coverage and who is responsible for the excess coverage is determined on the originating state of the rental. Cruise America, Inc. and [redacted] Insurance do not make the determination of what insurance is primary or excess. This is based on the individual states regulations that [redacted] must abide by. As your rental was based out of Texas this caused your personal insurance, USAA, to be the primary insurance on the matter and [redacted] to be excess liability carrier. Any claim made by the other party for damages would be handled by your personal insurance first and should your insurance not fully cover the damages claimed by the other party [redacted] would then cover the remaining damage costs up to the coverage limits. Please note that this is not in regards to the damage to the Cruise America vehicle. This applies solely to any damages that occurred to the other parties’ property. I was also advised that a letter explaining why [redacted] would not be primary was faxed to USAA and mailed to you at the address listed on the contract. While I understand that this matter is frustrating Cruise America and/or [redacted] is unable to withdraw the information sent to USAA on the matter for the reasons stated above. Sincerely, Aiden B[redacted] Customer Relations Manager
Tell us why here... Thank 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 area. As 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 30 days for processing and shipping. We do look forward to having you travel with us in the future. Kindest Regards,Customer Relations Manager
Ms. [redacted] Thank you for your submission to the Revdex.com regarding your recent rental experience with Cruise America and our Poughkeepsie location. I would like to touch base about the vehicle issues that you mentioned. We 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 plans. I 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 manner. However I would like to assure you that we do take your comments about the vehicle deficiencies very seriously. Concerning your comments about the apathetic behavior of our Travelers Assistance staff; I want to express my deepest apologies. Cruise America knows that proper service is essential and prides itself on providing the best customer service possible. The experience that occurred with our personnel is frankly inexplicable. A copy of your comments has been forwarded to the proper management team for review and internal handling to avoid such situations in the future. As we do understand that your trip was not exactly as expected I would like to offer a refund of $1,400.00. 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, 2017. Kindest Regards, Crystal N[redacted] Customer Relations Manager Cruise America/Cruise Canada RV Rental & Sales 11 West Hampton Avenue Mesa, AZ 85210 www.cruiseamerica.com
Dear Mr. [redacted], Thank you for contacting the Revdex.com regarding the matter surrounding your reservation. While I do understand that you do not feel that Cruise Americas actions with regards to your file are correct I can only apologize. Cruise America has issued a gift certificate that is fully...
transferable to another party of your choosing in the amount of your deposit. This was mailed to you on 6/20/15. As previously advised through Customer Relations one way reservations are unfortunately non refundable. However to circumvent that policy we have issued the previously mentioned gift certificate. Again I do apologize for any inconvenience but must politely decline a refund of the deposit. Sincerely, [redacted]