ComplaintsforCruise America Inc

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/18/24 I booked an ** with Cruise America from their branch in *********** for a trip to *********** for a total of $1,904. The trip went smoothly with no issues until our return journey on 6/23/24. Whilst on the freeway in *****, 850 miles from home in **, our rear passenger side tire blew out unexpectedly. This resulted in damage to the exhaust - directly behind the tire. After speaking to CA on the phone they eventually decided to cancel our contract, which was due to be returned the following day, and collect the *** They notified us that a mechanic would collect the ** and that we had to find our own way home. Due to the unserviceability of the **, through no fault of our own, CA refunded us for the last two days of the booking ($442) as well as a return of our security deposit ($500). However, they offered no support regarding alternative transportation, be that a replacement ** or a means to get to a car rental place to get home. This left 7 of us stranded at the side of a freeway with a considerable amount of kit. Two of us ultimately had to hitchhike a lift to a local U-Haul so that we could rent a truck ($965) for our belongings and then drive to an **** to rent a car ($360) for the rest of us to travel in. Due to the time it took for CA to come to a resolution we also had to book an overnight stay in a hotel as we had been up driving for a while ($336). These unexpected costs have imposed a heavy financial burden on us and far outweigh the refund amount of the last two days of the booking.We had a contract in place with CA, with a zero damage plan covering us for any damage sustained to the *** This contract was not fulfilled and was instead cancelled. We are seeking to be reimbursed for the unexpected costs we incurred to get home due to the mechanical failure of their vehicle. The CA representative has offered us a third and final offer of $100 cash and a $200 gift voucher which is unacceptable considering we are $1661 out of pocket.

  

  Business response

  09/10/2024

  Hello *******, 

  I hope you are doing well. I am the agent that has been handling your claim. I regret that the ** you rented experienced a tire blowout which destroyed the exhaust system rendering the unit unsafe to drive. It is very difficult to predict such a thing with vehicles as you know. If we could have prevented this from happening, we most certainly would have. Also, if there would have been an available replacement unit, we would have brought it to you in your time of need. The summer is the busy season for ** enthusiasts, for private owners and Lessors like us. Unfortunately, there wasn't a replacement unit to combat the unforeseen event with the tire and exhaust. We refunded you for the unused day as well as discounting your final invoice. The total amount adjusted and refunded is equivalent to 5 days' worth of rental fees per your contract. You lost one day of your reservation, and we have compensated you 5 days. We did this to try and help you recoup some of your costs associated with you and your group getting home. We like most businesses do not compensate for ancillary expenses associated with our rental, such as hotel stays and rental cars. I offered additional compensation beyond all of this but was only met with a threat with legal proceedings which resulted in our communication stopping till we receive a letter of demand. Our lines of communication are always open, but we will not be offering anymore compensation beyond what has been given and my offer. I hope you have a nice day.

  Thanks,

  *******

   

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented an ** from Cruise America from 6/6/24 to 6/16/24, traveling ***** miles over 10 days to visit 5 national parks.On the 2nd day of our trip, the kitchen sink disconnected from the drainage system, causing water to leak on the floor. As a result, we were unable to use the kitchen sink for the remainder of our trip, relying solely on the much smaller bathroom sink for all water access. This severely limited our ability to cook in the ** as intended, as cleaning pots and pans became nearly impossible.When I called them that day, I was advised to try to fix the issue myself. Despite my best efforts, I was unable to repair the sink as the *** P-Trap had cracked. When I called back, I was offered the option of getting service while at the ************, but the only available times were in the middle of the day, which would have forced us to abandon our plans. When I was provided with contact information for a future repair at another site, the scheduling would have again taken an entire day away from our trip, which was simply not feasible. At that time, I was told to discuss the issues when I returned the ** at E&B Auto Sales in ***********, ***When we returned the **, I brought up the issues with a representative (*****) and requested that a partial refund be considered. He quickly dismissed my concerns and promised to call me the following Monday. I never received that call.In addition to the sink issue, we encountered several other problems:- The propane water heater frequently failed, resulting in several nights of cold showers - Several cabinet doors did not stay shut during our travels, causing them to swing open and slam closed while on the road - The sewage hose was cracked, causing raw sewage to spill on our ** site every time I emptied it.Additionally, I needed to purchase extra cleaning supplies and disposable plates/cutlery as a result, which totaled $65.14.I have called and emailed several times and have received no responses at all.

  

  Business response

  09/06/2024

  Hi,

  We sincerely apologize for the issues ******** experienced during his trip, as this fall short of our expectations. His claim is currently in our queue, and I regret the delay in our response, as we process claims in the order they are received.
  To expedite the matter, I will personally assign the claim to myself for review and will reach out to ******** directly regarding his claim and any potential compensation.
  

  Thank you for bringing this to our attention, and we appreciate your understanding.

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a ** from Cruise America on 5/24 and returned on 6/3.We drove the ** from ********** to ************ and back. The main complaint resolves around the non-functional wafer heater (no hot wafer/no shower) and the heater which would only turn off if the fuse was removed or the breaker shutoff.I tested the heater once before taking off and it did shut itself off. However, that was the only time the furnace shutoff in the off position. We were not able to get the furnace to turn off on subsequent uses without shutting it off at the breaker. This led to us unable to use the furnace at night in the freezing cold mountain states. My companion caught a cold due to the extreme weather and I was forced to rent a hotel room for her to recover outside of **************************The wafer heater worked once. I didn't test the wafer heater before rental because the owner drained all the water. The one time the water heater turned on, my companion was able to take half a shower.When I finally got out to a location where I had cell reception (outside of ***********), I called Cruise America to trouble shoot the **. I was sent to a call center employee who asked "did you turn the water heater on before you signed the rental agreement" to which I responded that you shouldn't turn the water heater on without water inside. The *** responded with "Oh, yeah". The *** was not knowledgeable enough to fix the issue so she wanted me to go to a service center out of the way. I declined because we were on our leg back and adding a leg to service center would mean I would not return to my job on time resulting in loss of employment.After the trip, I contacted CA to recoup the cost of the hotel and the rental fee. I agree to pay for the miles, but the ** was not as advertised. It was not a mobile home we could live in. It was a miserable experience and the functions that made it a livable space was not functioning.CA's responded that the ToS allows them not to compensate me.

  

  Business response

  09/03/2024

  Hi,

  I apologize for the issues that ******************************* encountered during their trip in one of our **s. As reflected in the attachments ******* included in this claim, I have maintained clear and reasonable communication throughout the process. Our Traveler's Assistance team received two calls from *******, one on May 27, 2024, and another on May 30, 2024. During the initial call on May 27, 2024, troubleshooting steps were provided, and the issue was resolved. However, when ******* contacted us again on May 30, 2024, with the same issue, our Traveler's Assistance agent determined that the ** would need service due to the recurrence of the problem. Unfortunately, ******* declined the service offered, which we understand may have been due to time constraints, but this would have resolved the issue with the water heater.

  As previously explained, Cruise America does not compensate for hotel expenses or any costs outside of our rental contract. Any expenses over $100.00, or those outside the scope of the rental contract, require approval from our ******************************** team. This term is outlined in the rental contract agreed upon at the time of rental. Specifically, on Page 2, Section B, Subsection ii, it states:

  (ii) Keep the Vehicle properly serviced and in good running order. Lessor will reimburse You for normal maintenance expenditures up to a maximum of $100.00 during the rental period which will be credited towards rental, upon presentation of receipts. All amounts above $100 will require authorization from Lessor by phone toll free **************.

  The hotel expenses were neither approved by our Traveler's Assistance team nor discussed during the two calls received. Service was never performed due to denial. After a thorough review of this matter, I must stand by the final offer that was presented to *******. Please feel free to reach out if you have any further questions.
  

  ******,

  Customer response

  09/03/2024

  the compensation is insufficient and unreasonable.

  

  Business response

  09/04/2024

  Hi,

  I apologize that Customer ******* feels my offer is insufficient and unreasonable, and I regret that it did not meet expectations. However, when considering compensation, it is important to reference the terms outlined in the rental contract. Specifically, on Page 8, Section 9, subsection C, it states:
  
  Vehicle Breakdown. Lessor assumes no responsibility for any expenses incurred by reason of a breakdown of the Vehicle, whether or not causing a delay en route, including, but not limited to, subsistence, accommodation, and cellular phone expenses. Lessors maximum liability shall be for refund of daily time rental charges as a result of mechanical breakdown which results in loss of use of the Vehicle. Radio, automatic entry step, air conditioning, refrigerator, microwave, furnace or other appliances, cruise control or generator malfunctions are not considered to be mechanical breakdowns. Vehicle exchanges may only be considered in the event of a mechanical breakdown. Lessor assumes no responsibility for Your delays as a result of Your decision to wait for third party Vehicle repairs or exchanges, in regard to non-mechanical breakdown repairs, as defined herein.

  Based on the terms and conditions that ******* acknowledged, my offer exceeds what is required by the rental contract. Although there was no service performed nor a mechanical breakdown, I extended a goodwill credit as compensation. My offer remains firm as the final offer and will remain open indefinitely.
  

  ******,

  Customer response

  09/04/2024

  Rejected due to vendor citing vehicle breakdown section of ToS. I do not want a refund because the vehicle broke down, I want a refund because the vendor did not provide the vehicle/service that was advertised to me. It is unreasonable for the vendor to say I signed for the vehicles features that I had no way of testing such as the water heater.

• Initial Complaint

  08/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  July 8, 2024 I deposited $300 to Cruise America for an ** rental on my credit card.July 10 my credit card was charged $2,474.51 for 6 days rental.July 9 we picked up ** and took it home, packed to leave July 10.Overnight my wife became ill, so we took the ** back July 10 and canceled our trip.Local Cruise America **** ****** gave us a refund of $1,061.11. ** was never used, itsat at our home one night and returned. Cruise America corporate refused to refund any of the charges on our card. When I contacted them and presented my case, they refused. I believe that an appropriate charge of one night's rental ($165 quoted) plusthe $300 deposit is valid. Total of $2,774.51 was charged to my card, $1,061.11 refunded, leaving a charge of $1,713.40. This is my complaint. I desire that Cruise America refund my charges of $1,713.40. We paid trip insurance for the rental, and it turned out to beuseless in my situation!

  

  Business response

  08/06/2024

  Hi,

  We apologize that ***** had to end his trip early due to family being ill, hope everything is well. We appreciate you for bringing this to our attention as we are not aware of this matter nor ***** have reached out to our Customer ******************** to resolve this matter. Please email our Customer ******************** at ***************************** with these details and have a claim created on his behalf. Once an agent is assigned to his claim, he will reach out to resolve this matter as we do our best to make it right again for our customers. 

  Thank you and have a great day!

  ******

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7.3.24 I rented a ** from cruise America to visit my sister in ******* for the 4th of July weekend.for the amount ****** I believe after the return of my deposit. The unit I received did not have a working air conditioner, and refrigerator which was totally unacceptable for the 116 degree heat that was in *******. I took my english bulldog with me for the trip which he was totally heat exhausted and I had to care for him more then usual. My food spoiled and soda cans popped because there was no refrigerator. I had brushed my teeth and used the bathroom in the unit, the sewage spelled onto the street at my sisters home which the H.O.A is very strict barely allowing us to park the ** there in the first place (The cap was missing on the sewer tank). Because the heat was so unbearable I was forced to sleep on my sisters floor not using the unit at all. I called customer service and they had told me that they would find a shop in the area to fix the issues I had asked if they where going to come mobile and they told me no that I would have to take It to the shop and wait or leave the unit there which I thought was ridiculous having to deal with that on vacation paying good money expecting a well maintained coach. **************** called me the next day telling me that no shops where available due to the 4th of July holiday. In conclusion I did not use this ** except to drive to ******* and back to ********** which I couldve done in my personal vehicle. I am asking for the full refund of the rental ****** I spent a total of ****** for gas on the ** which I wouldve spent only ****** if that in my personal vehicle so I think its fair to get refunded ****** for gas. ***** for the food that went to waste, and ****** in Uber rides that I had to take to pick up the ** and go home after dropping off the unit.Which the total will be ******* that I think is very fair in asking to be refunded back to me considering I had to sleep on my sisters floor.

  

  Business response

  08/02/2024

  Hello,

  I apologize if your rental was less than perfect. I have sent 2 different offers of compensation but were not accepted. It's understood that the roof A/C or RTAC wasn't operational, but the vehicle A/C was properly working. It runs off the same fuel supply as the generator and would provide cool air in the *** We couldn't meet the demand of a full refund plus expenses. This is because the motorhome was driven 726 miles which depicts measurable usage and there were no itemized receipts given. We tried to find service for the unit along your route to ********** and back, contacting over 20 different repair shops but they were either booked, couldn't accommodate the size of the vehicle or were simply closed due to the holiday. I will send a 3rd offer in order to ameliorate matters. Have a nice day.

  Thanks,

  *******

   

• Initial Complaint

  07/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have reached out and received no communication back from my complaints. I was charged for services not provided. (Specifically a kitchen kit was charged for and I did not receive this service at the pick up location. I was charged top market rate for an extremely sub par rental unit. No resolutions have been offered. The unit I was rented was unsanitary, smelled terrible and was not in working order (toilet and water leak led to contaminated water entering the living space). My family had to find accommodations elsewhere."Customer service" phone operators, though friendly enough, were not helpful in finding any resolution.The unit I was rented was not capable of being used in the manner I was charged for safely for my family or for the preservation of the rental unit. Staff at location offered no solutions, providing only an email address that no one responds to. I was charged for an inconvenience and not provided with the services I paid for.

  

  Business response

  07/24/2024

  Hello,

  I apologize for any inconvenience you have faced while on your rental. We have received your email Monday 7/22/24 and we are currently working claims from 7/12/24. I apologize for the delayed response due to our business being in the middle of our busy season. We will be reaching out to you as soon as we can. Thank you for your patience.

  Thanks,

  *******

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented an RV from Mt. ***************** location for a 19 day trip, the first day the black tank toilet lever got stuck and flooded the inside. Then we had engine problems and the travel assistant told me to keep driving. I offered to arrange a vehicle swap in ******, they told me keep driving. The vehicle broke down and travel assistant had no options for us. I had to call a mobile mechanic. The vehicle broke down and we were stranded in ***** for days before they sent a new vehicle. The new vehicle had f**** in the toilet and multiple other problems. Sewer hose broke , water hose leaked, refrigerator door handle was broken....etc. Cruise America breached their contract when they left us stranded without travel assistant and I feel I should get a refund for my troubles.

  

  Business response

  07/22/2024

  Hi,

  We sincerely apologize for the issues encountered by the customer during their **********************, as this does not meet our standards. We are eager to make things right if given the opportunity. Currently, we have not received the necessary email to initiate a claim with Customer Relations. Could you please have ********** email us at ***************************** with the rental agreement number and details of the incident? We are ready to proceed with the claim once we receive this information. Thank you for bringing this to our attention.

  ******

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rented a camper/** from cruise America. In 7/12/24 we took the ** to jellystone park in ********** **. The ** was disgusting and not cleaned at all there was bugs in the refrigerator that I cleaned myself when we got to the campsite, we hooked up the ** and tried to turn the refrigerator on. It did not work so I called the one 800 number that was provided by Cruise America. They walked me through how to troubleshoot the refrigerator to get to work and we waited overnight until the morning and the refrigerator still did not work during the night, it began to rain and the ceiling leaked water into the ** all night long. There was also bubbles of water filling up on the ceiling in the **. I called the one 800 number three times to document all this and I was afraid there was mold in the ** from leaking water. We left the campsite early. I documented again with Cruise America. I also took a video of the leaking water , I have attempted to reach Cruise America multiple times with no response. I would like a refund from the ** rental and response from Cruise America.

  

  Business response

  07/19/2024

  Hello,

  I do apologize for the inconvenience, and the issues that ************** experienced. No email was submitted to Customer Relations regarding these issues to review for compensation. I will create a claim and reach out to **************.
  
  Thank you,

  *****

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  reservation #****** dates: 6/27-7/1 We phoned the assistant line ************ at 6:44 pm (PST) on 6/28 regarding the generator. It ran for only 1 hour then shut off. The representative was on the phone for 20 minutes trying to trouble shoot the issue. He even told us to change the filters!He informed us that he would locate a place for US to take it in for repairs. I informed him that was not acceptable as we were at an all weekend wedding event and we would need someone to come out. He said that might not be possible since it was a weekend.I informed him that the tempuratures were going to be in the 100s and we had no hook***.He said he would call back I asked to speak to a manager and he said there was no one to talk to until Monday.No one ever called us back I had to drive back and forth over 40 miles each way, Friday, Sat, Sun and Mon. to my home as I use a CPAP for sleep and could not stay in the **.Without any hook *** my children were miserable without AC and getting ready for the wedding and formal attire, they had to shower and then go use the public restrooms for their hairdryer I want a refund of the fees for the use of the ** please.$596.00, State tax $50.66 and $3.50 cents for the one hour of generator use that we did not use.

  

  Business response

  07/18/2024

  Hello,

  I'm very sorry the customers experience was less than perfect. We have responded with an offer on 7/15/24. The response to the offer was a request for information regarding small claims court. We provided our address and to which department legal matters were to be directed. When a customer states they are seeking legal counsel, we stop our process until we receive a Letter of Demand. 

  Thanks,

  *******

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Complaint against Cruise America regarding my ** rental experience, which was marred by many issues and poor c.service. Despite my attempts to resolve it directly, I haven't received any response.1. Air Conditioning: Within an hour of departure, the air conditioning stopped functioning in 109-degree weather, forcing us to return to the rental location and change all our plans.2.The refrigerator failed to cool for the first 4days,resulting in spoiled groceries. We had to purchase a cooler and ice, repeatedly refilling and draining,which undermined the convenience of **.3.Black Water: The sensor incorrectly showed it was full despite no toilet usage. C.service suggested sensor issues, but troubleshooting was unsuccessful.Gray Water:There appeared to be a leak, causing water to pour out of the shower every time the shower was used.4. Generator and Electrical Issues: The outlets and generator worked intermittently, with the central AC blowing warm air.We spent hours troubleshooting rather than enjoying our vacation. We were directed to a local mechanic who told us repairs would take the entire day.We requested a replacement ** and were told there would be a replacement waiting for us at ****** location.At location, the manager was unhelpful and dismissive. Despite explaining our situation&time constraints, we received minimal assistance. The mechanic initially overlooked some issues, delaying our departure further. Ultimately, instead of the replacement **, we left with same vehicle, using another day of our trip.During this all, we were repeatedly promised compensation&reimbursement for the expenses,stress,full hookup camps, extra miles&perishables wasted.Upon returning the ** in **, the manager offered an insufficient $350. Despite keeping all receipts as instructed, I wasn't asked for them. I'm asking for reimbursement for: 5 days+full hookup sites(which were not planned)&compensation for stress,time& ruined trip.

  

  Business response

  07/16/2024

  Hello,

  I'm very sorry that your experience wasn't what you were hoping. Please pardon the delay of our response. We have created a claim in our system on 7/8/24 and one of our 3 team members will be reaching out shortly. We appreciate your patience and understanding as we work to resolve this matter. 

  Thanks,

  *******

  Customer response

  07/21/2024

  I haven't even received a direct acknowledgement from the company that my email was received, this is unacceptable and of course nothing has been resolved

  

  Business response

  07/27/2024

  Hi,

  We apologize if we have not acknowledged the customer's email earlier. This claim has been closed on our end, and a credit has been refunded to the customer. The customer responded to the ******************** on 7/21/2024, and an email was sent to them on 7/22/2024 confirming that a refund was in process. This claim was handled by one of our international agents, and communication may have occurred between the tour operator and/or the primary person on the rental contract.
  Thank you for bringing this to our attention, and we apologize for any inconvenience this may have caused. We hope you have a great day and thank you for choosing Cruise America.

  ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩