Thank you again for your reply. With regards to the offered compensation Cruise America makes no guarantee of compensation unless a mechanical breakdown occurs. As previously advised no mechanical breakdown was experienced by your party while traveling with Cruise America. This was the relevance for the portions of the contract that were included in previous correspondence (Sections 9(c) and 13). With regards to the calls to Travelers Assistance I can assure you that I did review each call with the team and service was offered along route. As previously stated the only requirement that was made to go to a Cruise America location was for the removal of the tow hitch. Any time services are needed Travelers Assistance does their best to locate service that can assist. This may be a Cruise America location but they also have access to thousands of 3rd party service locations across the United States and Canada. While this many locations are available they are at the mercy of their available services and service times. As a note Cruise America always does it's best to pay for any services that are rendered. Our Travelers Assistance team verifies with any service location that Cruise America is able to handle the payment with them directly to avoid any further burden on our Customers. With regards to the mention of the window lock and compartment lock being a safety issue I must politely disagree. The compartment still contained a latch that was in proper working order and was able to secure the compartment during travel. The window lock did not inhibit the window from staying latched closed during your travels or while the vehicle was parked. While we do understand that the additional lock feature of both may be been in operable this did not inhibit the overall function of either portion of the vehicle, the vehicle as a whole, or present a safety hazard to any passengers traveling in the vehicle. Concerning the offer of compensation Cruise America has offered a gift certificate towards a future rental in the amount of $200.00 that can be used at any Cruise America/Cruise Canada of your choice. Should you not wish to utilize the certificate it is fully transferrable to another party of your choosing. As a standard in the travel industry Cruise America issues gift certificate towards future rentals to show that the experience you encountered is the exception and not the rule with Cruise America. I am sorry if any behavior of our Travelers Assistance team or my responses to you have been in any way unprofessional or not customer orientated. Our Travelers Assistance Team and I do our best to assist all customers to the best of our ability and to find an amicable solution. While not all solutions are desirable we do act in good faith to resolve any issues that are presented on any level. The offer of the gift certificate is the resolution that Cruise America is offering for the issues that are presented. While we do understand that this is not the desired resolution we must once again decline further compensation or reimbursement on the contract citing the previously provided information for the decline of compensation. Sincerely, [redacted]
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]
I was told repeatedly that if the other party was at fault (they were) and they had insurance (they did) the $1000 would be returned promptly. I have provided the documentation and months has passed without a refund.
Dear Mr. J[redacted], I do understand your frustration on the matter and I can only apologize and continue to advised that Cruise America is working diligently on recouping the funds from the other party for the damages so that we may refund the deductible that was collected. However as previously advised you are responsible for the $1,000.00 deductible regardless of fault. Until Cruise America is able to recoup the monies from the other party for the damages to the vehicle the deductible that was collected will remain being held by Cruise America. Sincerely, Heather M[redacted]Customer Relations Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
First of all, two of the documents attached did not download. Second, while Cruise America conceded that the $851 charge should never have been made, they swapped one charge for another, saying that the RV suffered damage to the front bumper. When we returned the vehicle, they did not do any kind of inspection with us or note any damage. Since 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 us. I 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 7/16/15. 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 place. We also appreciate your offer to refund a portion of our rental. I am, however, shocked that instead of considering the matter closed, a new charge is invented to replace the old. At no point did staff at the Federal Heights location do a walk through with us upon our returning the vehicle and note any dent. They only seemed interested in blaming us for the renting the “wrong” vehicle and charging us extra money for our rental. We spent our time there contesting the charge that you agree shouldn’t have been made in the first place. As 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 responsibility. I am also alarmed that you would demand payment to fix a vehicle that clearly should be taken off the road. As 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 reply. Our experience with Cruise America only becomes more disappointing. On our way to return the vehicle, we assumed that we would be met with concern and an offer to refund a portion of our trip. Boy, were we wrong. As 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.
Thank you for the kindness in offering a 50% refund. I would be satisfied to accept the 50% adjustment based on the total of the cost charged to me for the rental of the unit. The total including all taxes (prior to extra costs for refueling upon return) is $2024.81. Therefore a fair reimbursement would be $1,102.40. The only complaint I have is strictly with the condition and safety of the particular unit that was rented to me by the Kissimmee location. The unit license plate is included in the complaint. Has the unit been repaired and inspected? The driver’s mirror would not stay in place and drifted down causing an impairment in my ability to see down the left side of the RV during driving. Has the engine or manifold been tested, or repair work been done to prevent the passenger floor from becoming so hot that it would burn skin if it came in contact with the floor? Was the generator replaced on the unit? The repair technician that was dispatched said that the onboard generator (which did have oil – I checked that) was in such bad condition, that he was shocked the unit was rented with the generator in that condition. Please understand, when it came to the process of renting from the Cruise America program, I found it easy to do. I was pleased with the overall process of the rental process of Cruise America in general. My sole complaint is with the safety and condition of the specific unit that was rented to us by your Kissimmee location. A review of their maintenance process might be suggested. I do believe a reimbursement of 50% for the full rental price to be fair. Thank you.
Dear Ms. [redacted], First and foremost I would like to apologize for the delay in response to your Revdex.com submission. We were working on your file diligently and wanted to ensure that a full and proper review was completed before a response was issued. I would like to address the issues that occurred...
with the initial location in Bohemia. The experience that you had is not one that exhibits Cruise America standards and I feel terrible for the experience that you had with the staff and the condition of the vehicle you were presented. I want to assure you that we do take your comments very seriously and they have been forwarded to the Regional Management for the location to ensure that such a situation does not occur again. With regards to the delay in response to your initial call about the tire situation I can only apologize. I can offer no reasoning as to why the call was not returned more quickly. But as with the Bohemia location I have forwarded your comments to the Travelers Assistance Management to ensure that the agents are held account[redacted] and further training is completed to ensure the best possible service avail[redacted]. Concerning the charge for the tire service on the vehicle our Travelers Assistance team was advised by the service location that the tire was damaged by a road hazard. However after I requested further information from the location it was found that this was not correct. With this new information I have advised our Accounting Department to issue a refund of the tire service. A total of $568.02 has been refunded to Visa card ending in [redacted]. I have also included a copy of the finalized contract showing the removal of the charge. While traveling all communication occurs through Travelers Assistance. While I do understand that you may feel your e-mails from the 9th were ignored I can assure you that this is not correct. All Customer Relations submissions while a customer is traveling are forwarded to our Travelers Assistance Department. All e-mails were received by the team and they did attempt to contact you. As they were un[redacted] to reach you by phone an e-mail was sent with the refund offer that was applied at the time of return for the issues that occurred with the rental. I would like to thank you for the photos that were supplied of the interior issues and cleanliness issues with the vehicle. These have been brought to the locations attention and the Regional Managements attention to correct any shortcomings at the location. I do feel terrible for the issues that occurred with the vehicle while you were traveling. Cruise America sets a certain standard for itself and all dealer locations. We never wish for a customer to have an experience that is below their expectations and I don't believe there was intent to provide less than a wonderful experience here. Concerning the request for reimbursement for the ferry, water taxi and car services I must politely decline. These items were utilized outside of the contract times and unfortunately Cruise America does not reimburse for travel expenses to and from the locations. I do apologize for any misunderstanding. However to address the initial reservation with the Bohemia office I have looked into this matter and have ensured that a refund of the $300.00 deposit has been applied. I have included a copy of the reservation showing the refund to Master card ending in 6642. When a contract is voided the reservation should have been automatically refunded. I am unaware as to the reason that this did not occur however I have advised our IT Department of the situation so that it can be corrected. Again I would like to thank you for contacting us regarding the situations that occurred while you were traveling. As stated we are continually trying to improve our services so that all customers have a wonderful experience. I do hope that I have shown that the experience you had with Cruise America is not the standard that we promote and that you will provide us an opportunity to serve you and your family again in the future. Sincerely,
[redacted]Customer Relations Manager
Dear Ms. [redacted], Thank you for contacting the Revdex.com regarding the matter of the additional charge. However as advised through communication with Customer Relations this matter has been presented to your merchant bank and is currently in the process of a charge-back. Due to the complicated nature of...
charge-backs I am unable to address this matter further and all communication with Cruise America must be completed through your merchant bank. Sincerely, [redacted]Customer Relations Manager
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. The offer of a hotel was only made after I called back a second time. An offer if transportation was never made. For you to claim you cannot help clients on weekends shows a lack of care for your consumer. But it DOES NOT ANSWER MY ORIGINAL COMPLAINT THAT YOU SENT US OUT IN A VEHICLE THAT WAS NOT FIT FOR THE TRIP DUE TO YOUR NEGLIGENCE IN MAINTAINING IT. You claim I should be happy with wasting my weekend in a service shop and my contention is YOUR CLIENTS SHOULD NOT HAVE TO DO THIS, because you should maintain your vehicles or provide a [redacted] type roadside assistance at the very least. I want a full refund and will continue to fight until I get one. The the point is it is your contractural obligation to provide safe and reliable vehicles, not whether I'm willing to get it fixed. In what world should that be a clients responsibility? And in who's mind would a coupon to more if your "service" be a positive thing? Why don't you tender me the overdue apology you owe me and the refund that is appropriate? We really don't want attorneys and the media do we? Because I am prepared to do this as a public service.Regards,[redacted]
Mr. [redacted], By way of introductions my name is Aiden B[redacted] and I am the Manager for the Customer Relations Department. I would like to touch base about the vehicle issues that you mentioned in regards to the roof top air conditioner and CD player. Cruise America offers a 24/7 Travelers...
Assistance line to contact while you are traveling in case any such situations arise. I do regret that we were not provided an opportunity to try and resolve the issues so that you were able to continue your trip worry-free. The vehicle was inspected and found that the shoreline was not properly plugged into the outlet located in its storage compartment. This step is outlined in the orientation video and rental assistance guide provided with the vehicle. Additionally the CD player was inspected and no malfunction was able to be located with the system. Concerning the cleaning fee that was assessed the Vehicle Acceptance Form that is signed at the time of pickup outlines the additional fee. The rental agents at return found an excessive amount of hair through the vehicle. Other members of the staff and management were consulted before applying the $200.00 fee.Cruise America makes an effort to resolve any issues with the vehicle (i.e. cleanliness) before checking the vehicle into the system. As such it was found that your party was offered to take the vehicle and have it detailed to ensure that no hair was left behind. This offer was declined and the staff was informed to apply the charge to the contract. In regards to the late fee that was placed on the contract I must also politely decline this request. Cruise America return times are from 9am- 11am. As indicated on the Vehicle Acceptance From there is a $25.00 per hour charge should the vehicle be returned after 11am. As the vehicle was checked into the system at 1pm your party was subject to a 2 hours late charge. Thank you again for contacting the Revdex.com regarding this mater. Aiden B[redacted]Customer Relations Manager
Dear Ms. [redacted], Thank you for contacting the Revdex.com. By way of introduction my name is [redacted] and I am the Customer Relations Manager. I have spoken with our Reservation Department Management regarding the situation and reviewed the file myself and must politely decline the requested rate...
change. While I do understand that you do not feel that ensuring all information is correct is your responsibility, I can only agree with this statement partially. The reasoning for this is because 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. As stated in your submission to the Revdex.com you did receive the confirmation e-mail on the date that the reservation was made. As this process did not occur Cruise America had no knowledge that there was an issue with the booking until they were contacted approximately 4 1/2 months later.When Cruise America was advised of the booking error it was corrected. However when changing a location the rate that the location is currently set at automatically applies to the reservation. We understood the booking error that occurred and the Reservations Agents Management was able to reduce the daily rate from $240.00/night down to $169.00/night. While I do understand that this resolution is not acceptable to you we must politely decline further concessions on this matter. Sincerely, [redacted]Customer Relations Manager
Mr. [redacted],I was unable to include my full response and address the matters in your submission properly within the allowed character limit. In order to address each point I have attached my response along with a copy of the contract for your reference. Sincere, [redacted]Customer Relations...
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Jennifer R[redacted]
Dear Mr. J[redacted]Thank you for your submission to the Revdex.com regarding the damage charges. As per our phone conversation that occurred on or around 2/29/2016 the Cruise America Subrogation Department is working diligently on your file. Once Cruise America is able to recoup the costs for the damages to...
the vehicle from the other party involved in the incident you will be refunded the deductible that was collected at the time of return. While I understand that you wish the funds to be returned before Cruise America collects from the other party I must politely decline. As per the Additional Terms and Conditions of the Contract Section 5(b) states: "If the vehicle is used as permitted by the Terms and Conditions of this Contract, the following applies: You are responsible for any and all loss of or damage to the Vehicle from any cause regardless of fault to a maximum of $1,000.00 per occurrence." Additionally as we discussed you will receive an update as it is available on the status of the claim from our Subrogation Department. Claims of this nature can take up to 1 year to complete due to the complexity f the situation. However as stated Cruise America is working diligently on resolving the matter as quickly as possible with the other parties insurance carrier. Sincerely, Heather M[redacted]Customer Relations Manager
Dear Ms. [redacted], Thank you for contacting the Revdex.com regarding your recent experience with Cruise America. We know that friendly and professional service is essential and your comments are one of the best way we have of knowing which areas may need additional attention. With regards to our Travelers...
Assistance team I do apologize for any perceived apathy and that the reason for no available service at the time of your call was not explained properly. Our Travelers Assistance team is limited as to the services available after hours and on weekends. While our team is available to speak with you 24 hours a day services are limited to towing. As I see it in our records and your letter you were able to reach your destination. Had something occurred and you were not in a safe area our team would have located a tow to take you, your party and the vehicle to a safe location for the night until services opened again in the morning. Again while Travelers Assistance is available 24 hours per day they are at the mercy of service locations in the area and the hours they keep. With regards to mobile services on the vehicle Cruise America does not allow this in a possible breakdown situation. Simply because we want to ensure that you are back to your vacation as soon as possible and the best way that we have found to do this is to have the vehicle go to a fully equipped shop so that it can be properly evaluated and repaired. As an additional note I do see that our initial agent who assisted you did call to a local hotel and got the price for one night for yourself and your party and found transportation from the RV to the hotel, which was advised we would reimburse you with the presentation of the receipts upon the return of the vehicle. This was offered as the agent understood that you did not feel safe at your destination however when this was offered as a solution for the night this offer was declined. In regards to an exchange request these are reserved for a mechanical breakdown of the vehicle and the vehicle can not be repaired in an appropriate amount of time. Had the vehicle been evaluated and found non-repairable an exchange would have been attempted to be located and supplied to you. As Cruise America was not able to get the vehicle to a repair facility for an evaluation and see what it would take to get you and your party back to your planned vacation an exchange was unable to be approved. I can assure you that Cruise America does not avoid providing exchange vehicles to avoid paperwork. We do what is possible to ensure the fastest resolution to your problems. This includes getting, at minimum, an initial diagnosis on the vehicle issue. However as all attempts to assist you were declined and the issue with the vehicle was not able to be duplicated I must politely decline a refund of the rental cost. However as I do understand that you feel that you were not treated fairly by our Travelers Assistance team, or Cruise America as a whole I would like to offer a gift certificate in the amount of $300.00. The certificate is fully transferrable to another party of your choosing should you not wish to utilize it. However it is my sincere hope that you will allow Cruise America another opportunity to show you that we are dedicated to customer service and ensuring you a wonderful vacation. Sincerely, [redacted]Customer Relations Manager
Dear Mr. [redacted], Thank you for your reply. With regards to a phone call I must politely decline. All communication with Customer Relations is done via writing to ensure proper review of any and all claims. Additionally as your chosen course of action was to contact the Revdex.com all communication through this process is also done in writing. As stated in the previous reply the generator carries a charge of $3.50/hour for usage. While each Cruise America vehicle is equipped with a generator they are no promoted as the main source of power for the vehicle and as such the associated charge is collected for the usage. This charge is outlined on the Cruise America website, the Reservation Confirmation, Vehicle Acceptance Form, and contract that is signed at the time of pickup. While doing a charge back is your right as a consumer Cruise America is no longer able to communicate with you on this matter directly. Due to the complicated nature of charge backs all further communication must be completed through your merchant bank. Should this continue to be your chosen course of action please ensure that all communication is completed through your financial institution. While I do understand that you do not agree with the stance Cruise America has taken on this matter, I do trust that you understand the necessity of this position.Sincerely, Heather M[redacted]
[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]
Ms. O[redacted], Thank you for your contact to the Revdex.com. I do see that you are still currently traveling in the vehicle and are due to return on 7/25/16 to our Cedar Hill, TX location. As the contract is still currently open and you are utilizing the vehicle Travelers Assistance is the best area to assist...
you with any matters. From 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 party. Cruise 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 return. I 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-free. Sincerely, Aiden B[redacted]Customer Relations Manager
Mr. [redacted], By way of introductions my name is Aiden Bishop and I am the Manager for the Customer Relations Department. I want to thank you for taking your time to contact my department about your recent experience with Cruise America and our Everett location. I would like to touch base about...
the vehicle issues that you mentioned in regards to the bathroom facility. 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. A complete review was done and it was found that our Travelers Assistance team did their best to attempt to locate a mobile service as it was advised to them that your party would not accept anything other than a mobile service provider to repair the hot water shower knob. They did attempt to locate a mobile service technician that could assist in making the repairs unfortunately, there were none available in the area and it was found that the nearest service location was our Portland, OR office approximately 30 miles away. While I do understand that you would like 1 unused day refunded and 50% of the remaining total for the rental I must politely decline. Since the return of the vehicle it has undergone no repairs and has been rented on multiple occasions with no malfunctions found. As a gesture of good will I have ensured a refund of 2 days ($489.30) has been applied to Visa card ending in 2134. One day has been refunded for the unused day and 1 additional day has been refunded as a gesture of good will. I do sincerely hope that you will allow us to serve you again in the future. Sincerely, [redacted]
Customer Relations Manager
Due to the lack of direct communication I had no choice but to dispute the charge on my [redacted] Credit Card. I have tried several times to contact [redacted] directly and am always sent back to email. We had the Motor Home for 7 nights and the charge per night was $69.00. On the final bill we were charged a total per night of $483.00. 7 X $69 = $483.00 which was paid in full upon returning the Motor Home. The additional charge of $78.41 is an overcharge. I fail to see how Cruise America still wants to charge the extra amount when it is crystal clear that the bill was paid in full when the Motor Home was returned.
Thank you again for your reply. With regards to the offered compensation Cruise America makes no guarantee of compensation unless a mechanical breakdown occurs. As previously advised no mechanical breakdown was experienced by your party while traveling with Cruise America. This was the relevance for the portions of the contract that were included in previous correspondence (Sections 9(c) and 13). With regards to the calls to Travelers Assistance I can assure you that I did review each call with the team and service was offered along route. As previously stated the only requirement that was made to go to a Cruise America location was for the removal of the tow hitch. Any time services are needed Travelers Assistance does their best to locate service that can assist. This may be a Cruise America location but they also have access to thousands of 3rd party service locations across the United States and Canada. While this many locations are available they are at the mercy of their available services and service times. As a note Cruise America always does it's best to pay for any services that are rendered. Our Travelers Assistance team verifies with any service location that Cruise America is able to handle the payment with them directly to avoid any further burden on our Customers. With regards to the mention of the window lock and compartment lock being a safety issue I must politely disagree. The compartment still contained a latch that was in proper working order and was able to secure the compartment during travel. The window lock did not inhibit the window from staying latched closed during your travels or while the vehicle was parked. While we do understand that the additional lock feature of both may be been in operable this did not inhibit the overall function of either portion of the vehicle, the vehicle as a whole, or present a safety hazard to any passengers traveling in the vehicle. Concerning the offer of compensation Cruise America has offered a gift certificate towards a future rental in the amount of $200.00 that can be used at any Cruise America/Cruise Canada of your choice. Should you not wish to utilize the certificate it is fully transferrable to another party of your choosing. As a standard in the travel industry Cruise America issues gift certificate towards future rentals to show that the experience you encountered is the exception and not the rule with Cruise America. I am sorry if any behavior of our Travelers Assistance team or my responses to you have been in any way unprofessional or not customer orientated. Our Travelers Assistance Team and I do our best to assist all customers to the best of our ability and to find an amicable solution. While not all solutions are desirable we do act in good faith to resolve any issues that are presented on any level. The offer of the gift certificate is the resolution that Cruise America is offering for the issues that are presented. While we do understand that this is not the desired resolution we must once again decline further compensation or reimbursement on the contract citing the previously provided information for the decline of compensation. Sincerely, [redacted]
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]
I was told repeatedly that if the other party was at fault (they were) and they had insurance (they did) the $1000 would be returned promptly. I have provided the documentation and months has passed without a refund.
Dear Mr. J[redacted], I do understand your frustration on the matter and I can only apologize and continue to advised that Cruise America is working diligently on recouping the funds from the other party for the damages so that we may refund the deductible that was collected. However as previously advised you are responsible for the $1,000.00 deductible regardless of fault. Until Cruise America is able to recoup the monies from the other party for the damages to the vehicle the deductible that was collected will remain being held by Cruise America. Sincerely, Heather M[redacted]Customer Relations Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
First of all, two of the documents attached did not download. Second, while Cruise America conceded that the $851 charge should never have been made, they swapped one charge for another, saying that the RV suffered damage to the front bumper. When we returned the vehicle, they did not do any kind of inspection with us or note any damage. Since 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 us. I 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 7/16/15. 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 place. We also appreciate your offer to refund a portion of our rental. I am, however, shocked that instead of considering the matter closed, a new charge is invented to replace the old. At no point did staff at the Federal Heights location do a walk through with us upon our returning the vehicle and note any dent. They only seemed interested in blaming us for the renting the “wrong” vehicle and charging us extra money for our rental. We spent our time there contesting the charge that you agree shouldn’t have been made in the first place. As 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 responsibility. I am also alarmed that you would demand payment to fix a vehicle that clearly should be taken off the road. As 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 reply. Our experience with Cruise America only becomes more disappointing. On our way to return the vehicle, we assumed that we would be met with concern and an offer to refund a portion of our trip. Boy, were we wrong. As 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.
Thank you for the kindness in offering a 50% refund. I would be satisfied to accept the 50% adjustment based on the total of the cost charged to me for the rental of the unit. The total including all taxes (prior to extra costs for refueling upon return) is $2024.81. Therefore a fair reimbursement would be $1,102.40. The only complaint I have is strictly with the condition and safety of the particular unit that was rented to me by the Kissimmee location. The unit license plate is included in the complaint. Has the unit been repaired and inspected? The driver’s mirror would not stay in place and drifted down causing an impairment in my ability to see down the left side of the RV during driving. Has the engine or manifold been tested, or repair work been done to prevent the passenger floor from becoming so hot that it would burn skin if it came in contact with the floor? Was the generator replaced on the unit? The repair technician that was dispatched said that the onboard generator (which did have oil – I checked that) was in such bad condition, that he was shocked the unit was rented with the generator in that condition. Please understand, when it came to the process of renting from the Cruise America program, I found it easy to do. I was pleased with the overall process of the rental process of Cruise America in general. My sole complaint is with the safety and condition of the specific unit that was rented to us by your Kissimmee location. A review of their maintenance process might be suggested. I do believe a reimbursement of 50% for the full rental price to be fair. Thank you.
Dear Ms. [redacted], First and foremost I would like to apologize for the delay in response to your Revdex.com submission. We were working on your file diligently and wanted to ensure that a full and proper review was completed before a response was issued. I would like to address the issues that occurred...
with the initial location in Bohemia. The experience that you had is not one that exhibits Cruise America standards and I feel terrible for the experience that you had with the staff and the condition of the vehicle you were presented. I want to assure you that we do take your comments very seriously and they have been forwarded to the Regional Management for the location to ensure that such a situation does not occur again. With regards to the delay in response to your initial call about the tire situation I can only apologize. I can offer no reasoning as to why the call was not returned more quickly. But as with the Bohemia location I have forwarded your comments to the Travelers Assistance Management to ensure that the agents are held account[redacted] and further training is completed to ensure the best possible service avail[redacted]. Concerning the charge for the tire service on the vehicle our Travelers Assistance team was advised by the service location that the tire was damaged by a road hazard. However after I requested further information from the location it was found that this was not correct. With this new information I have advised our Accounting Department to issue a refund of the tire service. A total of $568.02 has been refunded to Visa card ending in [redacted]. I have also included a copy of the finalized contract showing the removal of the charge. While traveling all communication occurs through Travelers Assistance. While I do understand that you may feel your e-mails from the 9th were ignored I can assure you that this is not correct. All Customer Relations submissions while a customer is traveling are forwarded to our Travelers Assistance Department. All e-mails were received by the team and they did attempt to contact you. As they were un[redacted] to reach you by phone an e-mail was sent with the refund offer that was applied at the time of return for the issues that occurred with the rental. I would like to thank you for the photos that were supplied of the interior issues and cleanliness issues with the vehicle. These have been brought to the locations attention and the Regional Managements attention to correct any shortcomings at the location. I do feel terrible for the issues that occurred with the vehicle while you were traveling. Cruise America sets a certain standard for itself and all dealer locations. We never wish for a customer to have an experience that is below their expectations and I don't believe there was intent to provide less than a wonderful experience here. Concerning the request for reimbursement for the ferry, water taxi and car services I must politely decline. These items were utilized outside of the contract times and unfortunately Cruise America does not reimburse for travel expenses to and from the locations. I do apologize for any misunderstanding. However to address the initial reservation with the Bohemia office I have looked into this matter and have ensured that a refund of the $300.00 deposit has been applied. I have included a copy of the reservation showing the refund to Master card ending in 6642. When a contract is voided the reservation should have been automatically refunded. I am unaware as to the reason that this did not occur however I have advised our IT Department of the situation so that it can be corrected. Again I would like to thank you for contacting us regarding the situations that occurred while you were traveling. As stated we are continually trying to improve our services so that all customers have a wonderful experience. I do hope that I have shown that the experience you had with Cruise America is not the standard that we promote and that you will provide us an opportunity to serve you and your family again in the future. Sincerely,
[redacted]Customer Relations Manager
Dear Ms. [redacted], Thank you for contacting the Revdex.com regarding the matter of the additional charge. However as advised through communication with Customer Relations this matter has been presented to your merchant bank and is currently in the process of a charge-back. Due to the complicated nature of...
charge-backs I am unable to address this matter further and all communication with Cruise America must be completed through your merchant bank. Sincerely, [redacted]Customer Relations Manager
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. The offer of a hotel was only made after I called back a second time. An offer if transportation was never made. For you to claim you cannot help clients on weekends shows a lack of care for your consumer. But it DOES NOT ANSWER MY ORIGINAL COMPLAINT THAT YOU SENT US OUT IN A VEHICLE THAT WAS NOT FIT FOR THE TRIP DUE TO YOUR NEGLIGENCE IN MAINTAINING IT. You claim I should be happy with wasting my weekend in a service shop and my contention is YOUR CLIENTS SHOULD NOT HAVE TO DO THIS, because you should maintain your vehicles or provide a [redacted] type roadside assistance at the very least. I want a full refund and will continue to fight until I get one. The the point is it is your contractural obligation to provide safe and reliable vehicles, not whether I'm willing to get it fixed. In what world should that be a clients responsibility? And in who's mind would a coupon to more if your "service" be a positive thing? Why don't you tender me the overdue apology you owe me and the refund that is appropriate? We really don't want attorneys and the media do we? Because I am prepared to do this as a public service.Regards,[redacted]
Mr. [redacted], By way of introductions my name is Aiden B[redacted] and I am the Manager for the Customer Relations Department. I would like to touch base about the vehicle issues that you mentioned in regards to the roof top air conditioner and CD player. Cruise America offers a 24/7 Travelers...
Assistance line to contact while you are traveling in case any such situations arise. I do regret that we were not provided an opportunity to try and resolve the issues so that you were able to continue your trip worry-free. The vehicle was inspected and found that the shoreline was not properly plugged into the outlet located in its storage compartment. This step is outlined in the orientation video and rental assistance guide provided with the vehicle. Additionally the CD player was inspected and no malfunction was able to be located with the system. Concerning the cleaning fee that was assessed the Vehicle Acceptance Form that is signed at the time of pickup outlines the additional fee. The rental agents at return found an excessive amount of hair through the vehicle. Other members of the staff and management were consulted before applying the $200.00 fee.Cruise America makes an effort to resolve any issues with the vehicle (i.e. cleanliness) before checking the vehicle into the system. As such it was found that your party was offered to take the vehicle and have it detailed to ensure that no hair was left behind. This offer was declined and the staff was informed to apply the charge to the contract. In regards to the late fee that was placed on the contract I must also politely decline this request. Cruise America return times are from 9am- 11am. As indicated on the Vehicle Acceptance From there is a $25.00 per hour charge should the vehicle be returned after 11am. As the vehicle was checked into the system at 1pm your party was subject to a 2 hours late charge. Thank you again for contacting the Revdex.com regarding this mater. Aiden B[redacted]Customer Relations Manager
Dear Ms. [redacted], Thank you for contacting the Revdex.com. By way of introduction my name is [redacted] and I am the Customer Relations Manager. I have spoken with our Reservation Department Management regarding the situation and reviewed the file myself and must politely decline the requested rate...
change. While I do understand that you do not feel that ensuring all information is correct is your responsibility, I can only agree with this statement partially. The reasoning for this is because 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. As stated in your submission to the Revdex.com you did receive the confirmation e-mail on the date that the reservation was made. As this process did not occur Cruise America had no knowledge that there was an issue with the booking until they were contacted approximately 4 1/2 months later.When Cruise America was advised of the booking error it was corrected. However when changing a location the rate that the location is currently set at automatically applies to the reservation. We understood the booking error that occurred and the Reservations Agents Management was able to reduce the daily rate from $240.00/night down to $169.00/night. While I do understand that this resolution is not acceptable to you we must politely decline further concessions on this matter. Sincerely, [redacted]Customer Relations Manager
Mr. [redacted],I was unable to include my full response and address the matters in your submission properly within the allowed character limit. In order to address each point I have attached my response along with a copy of the contract for your reference. Sincere, [redacted]Customer Relations...
Manager
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Jennifer R[redacted]
Dear Mr. J[redacted]Thank you for your submission to the Revdex.com regarding the damage charges. As per our phone conversation that occurred on or around 2/29/2016 the Cruise America Subrogation Department is working diligently on your file. Once Cruise America is able to recoup the costs for the damages to...
the vehicle from the other party involved in the incident you will be refunded the deductible that was collected at the time of return. While I understand that you wish the funds to be returned before Cruise America collects from the other party I must politely decline. As per the Additional Terms and Conditions of the Contract Section 5(b) states: "If the vehicle is used as permitted by the Terms and Conditions of this Contract, the following applies: You are responsible for any and all loss of or damage to the Vehicle from any cause regardless of fault to a maximum of $1,000.00 per occurrence." Additionally as we discussed you will receive an update as it is available on the status of the claim from our Subrogation Department. Claims of this nature can take up to 1 year to complete due to the complexity f the situation. However as stated Cruise America is working diligently on resolving the matter as quickly as possible with the other parties insurance carrier. Sincerely, Heather M[redacted]Customer Relations Manager
Dear Ms. [redacted], Thank you for contacting the Revdex.com regarding your recent experience with Cruise America. We know that friendly and professional service is essential and your comments are one of the best way we have of knowing which areas may need additional attention. With regards to our Travelers...
Assistance team I do apologize for any perceived apathy and that the reason for no available service at the time of your call was not explained properly. Our Travelers Assistance team is limited as to the services available after hours and on weekends. While our team is available to speak with you 24 hours a day services are limited to towing. As I see it in our records and your letter you were able to reach your destination. Had something occurred and you were not in a safe area our team would have located a tow to take you, your party and the vehicle to a safe location for the night until services opened again in the morning. Again while Travelers Assistance is available 24 hours per day they are at the mercy of service locations in the area and the hours they keep. With regards to mobile services on the vehicle Cruise America does not allow this in a possible breakdown situation. Simply because we want to ensure that you are back to your vacation as soon as possible and the best way that we have found to do this is to have the vehicle go to a fully equipped shop so that it can be properly evaluated and repaired. As an additional note I do see that our initial agent who assisted you did call to a local hotel and got the price for one night for yourself and your party and found transportation from the RV to the hotel, which was advised we would reimburse you with the presentation of the receipts upon the return of the vehicle. This was offered as the agent understood that you did not feel safe at your destination however when this was offered as a solution for the night this offer was declined. In regards to an exchange request these are reserved for a mechanical breakdown of the vehicle and the vehicle can not be repaired in an appropriate amount of time. Had the vehicle been evaluated and found non-repairable an exchange would have been attempted to be located and supplied to you. As Cruise America was not able to get the vehicle to a repair facility for an evaluation and see what it would take to get you and your party back to your planned vacation an exchange was unable to be approved. I can assure you that Cruise America does not avoid providing exchange vehicles to avoid paperwork. We do what is possible to ensure the fastest resolution to your problems. This includes getting, at minimum, an initial diagnosis on the vehicle issue. However as all attempts to assist you were declined and the issue with the vehicle was not able to be duplicated I must politely decline a refund of the rental cost. However as I do understand that you feel that you were not treated fairly by our Travelers Assistance team, or Cruise America as a whole I would like to offer a gift certificate in the amount of $300.00. The certificate is fully transferrable to another party of your choosing should you not wish to utilize it. However it is my sincere hope that you will allow Cruise America another opportunity to show you that we are dedicated to customer service and ensuring you a wonderful vacation. Sincerely, [redacted]Customer Relations Manager
Dear Mr. [redacted], Thank you for your reply. With regards to a phone call I must politely decline. All communication with Customer Relations is done via writing to ensure proper review of any and all claims. Additionally as your chosen course of action was to contact the Revdex.com all communication through this process is also done in writing. As stated in the previous reply the generator carries a charge of $3.50/hour for usage. While each Cruise America vehicle is equipped with a generator they are no promoted as the main source of power for the vehicle and as such the associated charge is collected for the usage. This charge is outlined on the Cruise America website, the Reservation Confirmation, Vehicle Acceptance Form, and contract that is signed at the time of pickup. While doing a charge back is your right as a consumer Cruise America is no longer able to communicate with you on this matter directly. Due to the complicated nature of charge backs all further communication must be completed through your merchant bank. Should this continue to be your chosen course of action please ensure that all communication is completed through your financial institution. While I do understand that you do not agree with the stance Cruise America has taken on this matter, I do trust that you understand the necessity of this position.Sincerely, Heather M[redacted]
[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]
Ms. O[redacted], Thank you for your contact to the Revdex.com. I do see that you are still currently traveling in the vehicle and are due to return on 7/25/16 to our Cedar Hill, TX location. As the contract is still currently open and you are utilizing the vehicle Travelers Assistance is the best area to assist...
you with any matters. From 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 party. Cruise 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 return. I 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-free. Sincerely, Aiden B[redacted]Customer Relations Manager
Mr. [redacted], By way of introductions my name is Aiden Bishop and I am the Manager for the Customer Relations Department. I want to thank you for taking your time to contact my department about your recent experience with Cruise America and our Everett location. I would like to touch base about...
the vehicle issues that you mentioned in regards to the bathroom facility. 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. A complete review was done and it was found that our Travelers Assistance team did their best to attempt to locate a mobile service as it was advised to them that your party would not accept anything other than a mobile service provider to repair the hot water shower knob. They did attempt to locate a mobile service technician that could assist in making the repairs unfortunately, there were none available in the area and it was found that the nearest service location was our Portland, OR office approximately 30 miles away. While I do understand that you would like 1 unused day refunded and 50% of the remaining total for the rental I must politely decline. Since the return of the vehicle it has undergone no repairs and has been rented on multiple occasions with no malfunctions found. As a gesture of good will I have ensured a refund of 2 days ($489.30) has been applied to Visa card ending in 2134. One day has been refunded for the unused day and 1 additional day has been refunded as a gesture of good will. I do sincerely hope that you will allow us to serve you again in the future. Sincerely, [redacted]
Customer Relations Manager
Due to the lack of direct communication I had no choice but to dispute the charge on my [redacted] Credit Card. I have tried several times to contact [redacted] directly and am always sent back to email. We had the Motor Home for 7 nights and the charge per night was $69.00. On the final bill we were charged a total per night of $483.00. 7 X $69 = $483.00 which was paid in full upon returning the Motor Home. The additional charge of $78.41 is an overcharge. I fail to see how Cruise America still wants to charge the extra amount when it is crystal clear that the bill was paid in full when the Motor Home was returned.