Complaints

This profile includes complaints for Cruise America Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cruise America Inc

  11 W Hampton Ave Mesa, AZ 85210-5258

  
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  Cruise America Inc

  12201 Highway 99 Everett, WA 98204-5514

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  Cruise America Inc

  2230 Cinnabar Loop Anchorage, AK 99507-3151

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  Cruise America Inc

  8400 SE 82nd Ave Portland, OR 97266-6569

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  Cruise America

  707 Jefferson Ave Clovis, CA 93612-2243

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented a camper from cruise America. The camper broke down in ****, *******. It has been broken for four days. The company cant find a replacement and refuses to pay for a rental car for us to get home. We are literally sitting in the *************** with three small children waiting for authorization. A manager has been unable to authorize our request for the last six hours. We are currently without shelter or transportation and our last phone call the authorized representative hung up on us. We want reimbursement for rental cars and the rv rental costs. Supporting documentation can be uploaded upon request.

  

  Business Response

  Date: 07/16/2025

  Hello ******,

  Thank you for reaching out and sharing the details of your situation. We sincerely apologize for the distress and inconvenience you and your family have experienced during your rental with Cruise America, especially under such difficult circumstances. Please know that our Travelers Assistance Team is still actively working toward a resolution for your case. We understand the urgency, particularly given the prolonged breakdown, the lack of alternative transportation, and the impact on your family, including your current situation at the ***************. We are also aware of your request regarding reimbursement for the ** rental costs and alternative transportation. Please keep your avenues of communication open for our Travelers Assistance Team. When your rental period has concluded,please reach out to Customer Relations at ****************************** as they handle all post-rental complaints. We are committed to doing everything we can to assist you during this time and ensure your concerns are addressed. Your experience matters deeply to us, and we will continue to support you every step of the way. 

  Thanks,

  ******* *.

• Initial Complaint

  Date:07/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ** rented an RV from Cruise America for 2 **eks to tour the National Parks. At first, the only problem was water leaking out the back of the vehicle. ** sent pictures to the help line and they asked if we had emptied the gray water tank. I said that we had with no problems, and they never responded again. Later in the trip, when we were parked at an isolated campground in *******, the key would no longer turn. The steering column was locked. There was no cell service. Luckily, the campground host had wifi, which we used to call Cruise America. At first we thought it was a security issue with the key, but the call center person assured us that the steering wheel would turn even if the key was missing a security fob. He told us that this was a new vehicle so no one there really knew what the problem could be (that's true. Unbelievable, right?). Then they said that we would have to pay for a locksmith out of pocket. Fine, but who is going to find us a locksmith on 4th of July weekend? Who is going to find us a tow truck? How were we going to get out of the campground without cell service? The assistant on the phone said that they could get us a list of tow truck drivers, but every one I called said we had to wait til Monday (this was Thursday evening). Cruise America had no intentions of helping beyond telling us we would be paying for it all.** kept in communication with them via the text messaging log. I sent them videos of the locksmith we hired who tried everything he knew to unlock the steering column. They said we should find another locksmith. Unbelievable. No offer to send us any help at all. ** lost three nights of our vacation, spent $80 for 4 nights at the campsite, another $100 for the locksmith to come on a holiday. Finally we learned you have to wiggle the key ***** times and it will finally (sometimes) start. Likely a faulty ignition column, says the local rep. ** wrapped vacation early because we were afraid to take the key out of the ignition.

  

  Business Response

  Date: 07/11/2025

  Hello,

  Thank you for bringing Erics concerns to our attention. We sincerely apologize for the issues he encountered during his recent rental experience with Cruise America.

  We would appreciate the opportunity to make this right and conduct a thorough review of Erics claim. At this time, our ***************************** has not received any direct communication or documentation from **** regarding this matter.

  We kindly request that **** reach out to us via email at ***************************** with the details of his rental and any supporting documentation. Once received, a claim can be created and added to our review queue. Our team will then be able to fully investigate the situation and determine any appropriate resolution.
  

  Thank you for your time and understanding.

  ******,

  Customer Answer

  Date: 07/11/2025

  this is laughable. I have been asking each of your agents to have a manager reach out. I was assured this could only happen after we returned the rental. 
  

  It's returned. We have paid the invoice in full. I have heard from no one and now you claim I haven't initiated a complaint is disrespectful and dishonest. 
  

  I have sent an email to the address you have provided and look forward to a swift resolution, and a clear explanation of steps you'll take in the future to prevent your clients from being stranded without any support from your company. 

  

  Business Response

  Date: 07/14/2025

  Hello,

  Thank you for providing ****** respond.

  We sincerely apologize for the frustration and delay this customer has experienced. We understand how important timely communication is, especially following a completed rental with unresolved concerns. Our intention was never to be dismissive or misleading. At the time of our previous communication, we had no email on record from the customer in our Customer Relations inbox. However, we have now received their email and confirm that a claim has been created on their behalf as of July 11th, 2025.

  A representative will be assigned to thoroughly review the details of the experience, including any service gaps and roadside assistance concerns. We are committed to conducting a full review in accordance with our Terms and Conditions and providing a fair resolution.
  

  We appreciate the opportunity to address this matter directly with the customer and are currently working through our queue. We thank them for their patience and assure them that their concerns are being taken seriously.

  ******,

• Initial Complaint

  Date:07/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented an ** from Cruise America on June 11, 2025, at their ******** location. The total charge was $1,729.50. The ** was unsafe, unsanitary, and uninhabitable, constituting a breach of the rental agreement.Although we drove the vehicle a total of ***** miles, most of the serious issues only arose after we had traveled over halfway and began living in the ** as intended at our destination. These issues included:Carbon monoxide alarms repeatedly triggered while using the generator, creating a life-threatening hazard.Water leaked into the bed through a window, soaking our sleeping area.The ** was infested with ants, making it unsanitary.The water heater did not work, leaving us without hot water.The refrigerator and freezer failed to reach safe temperatures for three days, risking food spoilage.We were forced to cut our trip short due to these conditions.Cruise Americas no refund for early return clause does not apply in this case, as the vehicle was defective and unsafe, making early return necessary and justified. The company breached its obligation to provide a clean, safe, and functional **.We received an inadequate refund offer of $145 plus a $75 gift certificate, which we rejected. We seek a full refund of $1,729.50.We have documented evidence with video and pictures of these issues and respectfully request the BBBs assistance in resolving this matter fairly.

  

  Business Response

  Date: 07/02/2025

  Hello *******,

  Thank you for taking the time to share your experience with us. Were truly sorry to hear about the issues you encountered during your rental. We understand how disappointing and frustrating this must have been for you and your travel companions. As youve informed us that you are pursuing a chargeback through your payment provider as of July 1, 2025, and in light of our response dated July 2, 2025, please note that our communication regarding this matter is currently on hold until the chargeback process has been resolved. Once the chargeback has concluded, we welcome you to reach out to us directly should you wish to continue the conversation or need any further assistance. We appreciate your understanding and hope to have the opportunity to address your concerns more fully once the process is complete. Wishing you a great day ahead.

  Thanks, 

  ******* *.

• Initial Complaint

  Date:07/01/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rented RV had many maintenance issues. AC, water pump, water heater, electrical outlet not working. Rented from Cruise America. picked up RV on 18June2025. !st night 19June2025 no AC electrical outlets not working. 19June2025 refrigerator, water heater and water pump not working. Called Cruise America spoke with ******* Tried troubleshooting problems on phone no luck. Sent us to an RV repair shop in ****** an hours drive from our camp. See attached invoice. Cut tri[p short. Tried to return RV early. Told we had to turn it in on our specified date and time. After turning in Cruise America represintave informed me that I would have to file a complaint with Cruise America for refund. My emails to Cruise America unanswered. Two phone calls to corporate office manager **** ****** unanswered. Left voice mails both times. Have a letter explaining in more detail. too large to send.

  

  Business Response

  Date: 07/02/2025

  Hello *****,

  Thank you for taking the time to reach out and share your recent experience with us. We truly regret the inconvenience you encountered during your rental,and we sincerely apologize for the maintenance issues that affected your trip. We want to assure you that a claim was created on your behalf on June 25, 2025, regarding the concerns you raised. At this time, our claims team is currently addressing cases from June 23, 2025, and your submission is in the queue for review. We are working diligently to process each case as promptly as possible and appreciate your patience during this time. As soon as your claim reaches the review stage, one of our team members will contact you directly to provide an update or request any additional details that may assist in resolving your case. We understand the frustration youve expressed, particularly with the lack of communication, and we are committed to improving that moving forward. Thank you again for bringing this to our attention. If you have any further documentation, including the letter you mentioned or additional receipts, please feel free to send them to Customer Relations at ***************************************************************** a nice day.

  Thanks,

  ******* *.

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I are currently stranded in a non-operational Cruise America RV in rural *******, where we have been for the past 42 hours. While driving East on highway 2 just west of ******, through a single lane construction zone at roughly 15 miles per hour, our power steering and braking capabilities suddenly failed. Through considerable physical effort and liberal use of the emergency brake, we were able to clear the construction zone (there were no safe areas to stop within it) and safely pull into a gas station parking lot. We immediately called the Cruise America assistance line, where we explained our situation to a man in an off-shore call center (we were later told the Philippines), who didnt seem to actually understand what we were telling him. Regardless, a mechanic was eventually sent to our location. He determined that the power steering pressure line had become detached, leading to our loss of steering and braking. He also determined that the issue was not caused by anything we did as drivers of the vehicle. Cruise America, however, had unilaterally determined that we are at fault and are responsible for the repairs and/or towing up to the amount of $2,500. They claim that we should have avoided the construction zone, though at the time and location that wasnt possible. On top of that, every available off-shoot road in this region is un-paved and poorly maintained. We have since learned that there have been multiple manufacturer safety recalls on this exact make and model of vehicle (2021 **** E-350 with dual rear wheels, made in ****) for the EXACT issue we are currently dealing with (inadequate connection between the power steering pressure line and the brake Hydroboost unit may result in a sudden loss of power steering **************). Despite being presented with all of this information, Cruise America is still demanding that we pay out of pocket for repairs and/or find our own way somehow to ******** (3+ hours) for a full cost RV unit swap.

  

  Business Response

  Date: 06/26/2025

  Hello,
  Thank you for bringing ***** ***** complaint to our attention. We sincerely apologize for the difficulties ***** and his family are currently experiencing. At Cruise America, we understand how frustrating it can be when unexpected issues arise during a trip. That said, we would like to clarify our role and the steps taken in this situation. The ***************************** handles *************************** concerns, and since Mr. **** is currently on rent, real-time support falls under our Travelers Assistance team, which is available 24/7 to assist customers on the road. This team is fully equipped with the tools and resources to manage a wide range of situations to the best of our ability. Mr. **** contacted our Travelers Assistance team to report an issue, which was determined to be related to accidental damage. As outlined in our Terms and Conditions, renters who do not opt into the Zero Damage Plan (ZDP) are fully responsible for any damage to the *** In such cases, there is a deductible of up to $2,500.00, which is applied upon return or closure of the rental contract. At this time, the required parts for the ** are on order, and we are currently awaiting their arrival. Unfortunately, we do not have a replacement unit available at any nearby location for a swap. We are making every effort to resolve this as quickly as possible. Regarding the mechanic who responded to the incident, please note that third-party service providers do not have access to our internal maintenance records or service history for any specific vehicle. All Cruise America vehicles are routinely maintained, and any manufacturer recalls are addressed immediately before a unit is made available for rent.
  We understand the customers concerns and regret the inconvenience this has caused during their trip. Should Mr. **** wish to discuss this further once the rental is complete, we welcome a follow-up with our ****************************** where a formal post-rental review can be conducted.

  Customer Answer

  Date: 06/26/2025

  the determination by Cruise America that this was an accident or damage caused by the driver was made with no direct knowledge of the situation on-site, but rather a misinterpretation of the situation by an off-shore call center employee on our initial correspondence. Cruise America unilaterally decided, based on no knowledge of the situation, that we should have avoided an unavoidable stretch of highway construction in an area of ******* where there are absolutely no acceptable detours around such construction. We were traveling through a marked stretch of roadway at less than 20 miles per hour when the power steering pressure line came detached, an event that the mechanic sent by Cruise America said was only a matter  of time. This is the exact mechanical issue that has forced 2 separate factory safety recalls for this make/model/year of **** E-350. Whether Cruise America knew about the possibility of this issue or not (which is incredibly unlikely  given the number of vehicles in their fleet that must have been a part of this recall), their determination that this is anything other than a mechanical issue is absolutely ridiculous. Their Travelers Assistance team is doing little to nothing to resolve this issue and expecting us to foot the bill in the process.

  

  Business Response

  Date: 06/27/2025

  Hello,
  Thank you for providing Mr. ****** rebuttal. We are truly sorry for the issues he is currently experiencing during his rental. Please be assured that our Travelers Assistance team is doing their best to assist him. All calls are recorded and have been reviewed by our ******************************* team to assess the situation. Our Terms and Conditions serve as the guideline for determining responsibility in these cases. As Mr. **** is still on rent, the ******************************* remains the appropriate point of contact for ongoing support and to address any questions or concerns he may have.

• Initial Complaint

  Date:06/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My recent ** rental from the *******, ********** location (June *****) was an absolute disaster, marked by significant safety issues and appalling customer service.From the moment we arrived at our destination, the ** was problematic: the generator only worked if the engine was on, the CO2 sensor alarm went off constantly whenever the water pump was used (forcing us to reset it every 15 minutes all night), and the fridge kept failing with a strong propane smell under the table. This was not just inconvenient; it was a safety concern.We spent our entire weekend repeatedly contacting "Travelers Assistance" and the ******* location. We were actually told by assistance to buy a new CO2 sensor while stranded at a festival. Shockingly, an employee named **** later admitted they were aware of these CO2 sensor issues in multiple **s. This means they knowingly rented out a potentially unsafe vehicle.The return process was equally infuriating. Despite being explicitly told by **** and the walk-through employee that we would not be charged for propane (due to the leak) or waste emptying (which we did ourselves), the manager, **** *******, handled our complaint terribly. After initially offering $200 off, he then told his employee to overcharge us for both items, refused the discount, and summarily dismissed us, telling us to "leave." His attitude was unprofessional and completely unacceptable.Our trip was ruined, our safety was compromised, and we were met with contempt when seeking resolution. I am seeking a refund for the disrepency in what we were told we would be charged and what was actually charged.

  

  Business Response

  Date: 06/27/2025

  Hello 

  Thank you for reaching out and for sharing the details of your experience with us through the Better Business Bureau. We regret to hear about the issues you encountered during your recent rental and understand how frustrating this must have been. We understand that you have initiated a dispute with your credit card company regarding the charges on your account. You are absolutely within your rights to pursue this option. At this time, however, we are unable to engage in further discussions regarding reimbursement or compensation until the chargeback process has been resolved. Once a final determination has been made and the dispute is closed,we can continue the conversation with you to address any outstanding concerns or further compensation related to your claim. Please let us know once your credit card company has reached a resolution.

  Thank you,

  ***** *******

• Initial Complaint

  Date:06/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented an ** from Cruise America on May 28th for a family trip and paid approximately $1000. The reservation was made through their official website, and the vehicle was picked up at Westside Rentals in ***********Cruise America committed to providing a clean, operational, and safe recreational vehicle, as advertised. However, the ** we received was in unacceptable condition from the start. It was filthythere was visible dirt, dust, grime, and even leftover trash. Several features were either broken or malfunctioning, including. This was not a minor inconvenienceit affected the safety and quality of our trip.Most concerningly, both the black and gray waste tanks were completely full upon pickup. When we attempted to empty them, they overflowed and exploded, causing a horrendous smell to fill the **. For the remainder of the trip, any time we drove, the ** was filled with the odor of raw sewage. It was nauseating and made the space feel unlivableespecially with children on board.We attempted to contact Cruise Americas support line and brought these issues to their attention. While the representative apologized, we were ultimately told there would be no refund or compensation. I have since reached out again, and received a response from a representative named *****, who expressed regret but only offered $70.I am filing this complaint because the product delivered was not as advertised, the company failed to uphold its stated cleanliness and functionality standards, and no resolution has been offered despite repeated outreach.I would like a full refund for this rental, and a formal acknowledgment that Cruise America will address these ongoing service issues. There are numerous similar complaints online and with the BBB, indicating this may be a broader issue.

  

  Business Response

  Date: 06/24/2025

  Hello,

  Thank you for giving us the opportunity to respond to the complaint, on May 28, 2025, from our Westside Rentals location in ******, **. Upon review of the account,at the time of return, Mrs. ***** total rental charges amounted to $1,314.63.A $500.00 security deposit was applied toward this balance, and an additional $150.00 credit was issued by the dealer at the time of return due to the reported inconveniences. For a total credit of $650.00 being refunded to the customers card. The remaining balance due was $664.63.
  
  We would like to emphasize the importance of the pre-departure walkthrough conducted at the rental location. This step allows the customers to identify and report any concerns or defects prior to departure. Addressing issues upfront can help prevent complications later during the rental. The customer contacted our Travelers Assistance team multiple times shortly after pick-up to report issues with the vehicles cleanliness and functionality. Our agents provided troubleshooting, for cleaning and instructions for obtaining reimbursements for supplies. Despite these efforts, we recognize that the customer remained dissatisfied, and we regret the impact this had on their travel experience. Our expectation is that every vehicle is delivered in a clean and safe condition, and apologize that this standard may not have been met in this instance.
  
  Regarding Refund Requests: the ** was used from May 28, 2025, to June ******, and driven a total of ***** miles. This reflects substantial utilization of the vehicle and its services. As such, a full refund is not warranted. That said, in an effort to reach a fair resolution, we have extended a credit of $70.00, in addition to the $150.00 already issued by the rental dealer. While we are unable to increase the total compensation beyond this amount, we want to make clear that this $70.00 credit will remain available indefinitely, should the customer choose to redeem it in the future.
  

• Initial Complaint

  Date:05/22/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cruise America failed on multiple frontsendangering us, breaching contract terms, and making false legal threats. We rented an ** and experienced serious safety issues when the ** detector malfunctioned. A Cruise America *** instructed us to disable it, violating safety protocols and creating hazardous conditions. The ** also leaked during rain, had no hot water, no heat, and an unusable fridge due to propane concerns, spoiling our food.After a tire blew out, Cruise America failed to arrange help. We paid $300 out-of-pocket for emergency roadside service. Their delay forced us into two costly extensions. When we tried to pay, Cruise America failed to charge the card, then accused us of vehicle theft and filed a false police ***ort, despite our recorded conversations showing we acted in good faith. They later threatened us with arrest and demanded we abandon the ** on private property rather than return it to one of their ************ small business owners, we lost a $4,500 project while stranded for two weeks in *******. We also incurred $4,422.84 in pet-friendly lodging, $1,200 for a rental car, and were never refunded our $500 deposit. Cruise Americas final bill included a contractual change to a one-way rental we never requested, plus triple taxation and improper reclassification of tax into their revenue line. They then charged $3,000 for abandonment, which we did not authorize nor pay.We demand a full refund of full bill, reimbursement for our out-of-pocket expenses directly caused by negligence and malicious practices for a total of $12974 and an immediate correction to any legal records related to the false theft ***ort. This total does not include lost business revenue {as of yet}. We have supporting documentation, receipts, and recorded calls. Cruise America's actions were not only negligentthey were deceptive, dangerous, and defamatory.

  

  Business Response

  Date: 05/23/2025

  Hello ******,

  We are writing to confirm that we received your complaint on May 22, 2025. We understand the gravity of the issues you described and want to assure you that your concerns have been noted with the utmost seriousness. Please know that our team is currently reviewing the details you provided for your rental from March 2025, including the safety issues, service failures, financial impact, and legal matters you've outlined. We recognize the distress and hardship you experienced, and we are committed to conducting a thorough evaluation. A representative from our Customer Relations team will be reaching out to you as soon as possible to discuss your case further and work toward a resolution. Thank you for bringing this to our attention. We appreciate your patience and the opportunity to address your concerns.

  Thanks,

  ******* *.

  Customer Answer

  Date: 05/27/2025

  Keeping this open until further communication, as of now, no resolution has been made. 

  

  Business Response

  Date: 05/28/2025

  Hello ******,

  I hope this message finds you well. We wanted to let you know that well be reaching out to you by the end of this week. Were currently catching up following the recent holiday and truly appreciate your understanding during this time.
  Thank you again for your patience, we look forward to connecting with you soon and providing the resolution you deserve.

  Thanks,

  ******* *.

• Initial Complaint

  Date:05/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a motorhome from Cruise America on 04/11/2025, and the vehicle provided was in unacceptable conditionposing both *************** hazards. Throughout the trip, we discovered the motorhome was poorly maintained, unsanitary, & had mechanical issues that made it unfit for travel. There was hair in the bathroom drain, clogged with hair in the ************ concerns: the ** kept shaking while we drove 55 miles per hour. Bald Tires. The motorhome was unacceptable & posed both ****************** concerns. Driving a vehicle with unstable handling & faulty tires (which required replacement by Big-O Tires) was not only stressful but also dangerous. Additionally, the leaky and clogged sink with someone's hair (not mine), broken door hinge that had to be taped shut, and other deficiencies made the trip far from the comfortable, worry-free experience I paid for. The fact that no technician was available to address these issuesdespite your teams effortsdoes not absolve Cruise America of its responsibility to provide a fully operational vehicle.We immediately reported these issues to the company but were given no reasonable alternative or timely solution. Due to our travel schedule and lack of available options, we had no choice but to proceed with the trip using the defective vehicleat great personal stress and **************** response to our formal complaint, the company offered a $200 credit, which we find completely insufficient given the extent of the problems and the disruption caused. Their justification was based solely on mileage driven, which entirely ignores the quality, safety, and condition of the service provided. The customer service representative repeatedly stated that we drove 1396 miles, that was the plan we rented the ** to go to the *** from ***, the mileage was included in the price & does not have any bearing on the awful condition of the **.I was given the wrong customer service email address when asked where I can file a claim.

  

  Business Response

  Date: 05/19/2025

  Hello,

   Thank you for the opportunity to respond to the complaint regarding a recent motorhome rental from Cruise America. We regret that Ms. ***** experience fell short of expectations and that the motorhome did not meet the high standards of cleanliness, safety, and functionality that we strive to provide. We understand that discovering hair in the sink drain, dealing with a clogged and leaking bathroom fixture, a loose cabinet door, and vehicle handling concerns were not acceptable aspects of the rental experience. We also acknowledge her frustration over being given an incorrect email address for customer support at the ********************** return location an error we sincerely regret.
  
  Upon review of our records and Travelers Assistance logs, the customer reported several issues during the rental period, including bathroom plumbing concerns and handling instability.Our team made an effort to locate weekend service support, but unfortunately,due to limited technician availability in the *********** area at that time,immediate repairs were not available. However, we do recognize the severity of the tire condition, and we are pleased Ms. ***** was able to secure tire replacement through Big-O Tires, ensuring safe travel. The concerns raised regarding unit cleanliness and component condition are being reviewed internally with the originating rental location (*********, **) to reinforce pre-departure inspection and sanitation protocols. While the vehicle was used for its full scheduled duration and driven ***** miles representing substantial utilization, we understand that mileage alone does not reflect overall customer satisfaction or the quality of the experience. However, we would remain firm on the credit of $200.00 & $100.00 transferrable gift certificate as being full and final. This offer will remain open indefinitely, so that in the event you choose to redeem it in the future it will still be available.
  

  Customer Answer

  Date: 05/24/2025

  Dear Better Business Bureau,
  I appreciate your assistance in facilitating communication regarding my complaint against Cruise America Inc., referenced by Complaint ID#: ********.
  After careful consideration, I must formally reject the offer extended by Cruise America Inc. The proposed resolution fails to address the core issues of negligence and the substantial inconvenience I experienced. The company's response lacks acknowledgment of their responsibility and does not provide adequate compensation for the distress and disruption caused.
  I request that this rejection be documented in the complaint record. I remain open to a resolution that fully acknowledges the company's shortcomings and offers appropriate restitution for the inconvenience and potential safety risks I endured.
  Thank you for your continued support in this matter.

  

  Business Response

  Date: 05/27/2025

  Hello,

  We sincerely regret the inconvenience and distress Ms. ******** experienced during her rental. At Cruise America, we take all customer feedback seriously and reviewed the service history, interactions, and support provided throughout her trip. Ms. ******** reported multiple concerns, including unsanitary ** conditions specifically a hair clogged sink and unclean bathroom along with mechanical issues such as a leaking bathroom sink, a broken door hinge, and difficulty closing the bathroom door. She also raised safety concerns due to the vehicle shaking at 5560 mph and a potentially bald or damaged tire.Additionally, she was frustrated by delays and limited technician availability over the weekend.
  
  On April 12, 2025, Ms. ******** contacted us from ************, **, about the sink leak and broken hinge. Our team referred her to the nearest vendor, *********************, but they had no technician availability that weekend. Between April 1314, she reported the vehicle shaking at highway speeds. We directed her to Big O Tires in ********, **, where a split front tire was identified and replaced the same day at our expense. Ms. ******** later confirmed the ** drove 100% better. Our team also reached out to vendors in ***** and ********, **,for mechanical support and to assist with her request for an additional driver.Multiple follow-ups were made and documented. As a gesture of goodwill, Cruise America issued a $200 credit approximately 27% of the total rental cost reflecting the inconvenience and mileage driven (***** miles). While we acknowledge this experience did not meet our usual standards, the ** remained operable, and our team consistently supported Ms. ******** throughout her journey. We are also conducting an internal review to help prevent similar issues in the future.

  Customer Answer

  Date: 05/29/2025

  I am very confused by the statement that Cruise America has made in their last statement and again they are focused on the amount of mileage that was driven. My intentions was very clear when I rented the *** It was not rented to go 100 miles. 

  Their statement reads as follows "As a gesture of goodwill, Cruise America issued a $200 credit approximately 27% of the total rental cost reflecting the inconvenience and mileage driven (***** miles)." That is not a correct statement, I have not received a credit from Cruise America, they have offered a $200 credit with an additional $100 gift certificate to Cruise America. It was an offer, not an actual credit to my credit card.

  I will be willing to accept a credit of $350.00 and be done with this.

   

  Thank you in advance.

   

  ******** *****

• Initial Complaint

  Date:05/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complained to Cruise America on 26th April about a rented ** from the company that was from the beginning neither workable, nor safe or reliable. We had to go out of our way three times (make detours, spend time and money) from our planned trip to get issues and problems sorted (e.g. refrigerator not working, stove only one burner working, shower not working, heater not working, windscreen wipers not functioning in a safe manner, sensor for backing up faulty, screen door almost impossible to open; toilet door not closing properly, loose tap on sink, etc.) Log # S18317 RA: SF ****** Unit: ****** We're asking for a satisfying compensation from Cruise America for all the problems we encountered, the time and effort we spend on fixing those problems (we probably dropped off the ** in a better state than it was before, but on our expenses), the worries, challenges, uncertainties and disappointments we encountered. We had to go out of our way (made detours involving time and gas expenses) to get a lot of the problems that were never identified from ** in the first place fixed. Plus, we had to throw food away, bought some ice to cool down other items and never used up the allowances we were offered to buy a cooler, a hot plate or a space heater (these were actually savings for CA). Hope to hear back from you soon with good news about an agreeable compensation from Cruise America ******* ********** Family An e-mail was sent to Cruise America on 26th of April and acknowledged as being received through e-mail, but we haven't heard back from the company since then.

  

  Business Response

  Date: 05/16/2025

  Hello,

  
  Thank you for forwarding the complaint submitted by the ********** family regarding their recent RV rental experience. We sincerely apologize for the issues they encountered and the inconvenience it caused during their trip. We understand how frustrating and disappointing it can be when a vacation does not go as planned, and we truly regret that their rental fell short of expectations.

  
  Please note that this reservation was booked through a third-party tour operator, and as such, any request for additional compensation beyond what has already been provided must be directed to that tour operator. Cruise America has communicated this to the customer and encourages them to remain in contact with their booking provider regarding any further financial resolution. On our end, Cruise America has reviewed the matter and already issued a refund equivalent to three and a half days of the rental as a gesture of goodwill for the inconveniences reported. This refund was processed in accordance with our policies and in consideration of the customers experience.

  
  We appreciate the opportunity to respond and take all feedback seriously as we continue working to improve our service. 

  ******

  Customer Answer

  Date: 05/16/2025

  To whom this may concern

  Yes, it is correct that the reservation was booked through a third-party tour operator. But it is an outrages lie when Cruise America says that it has communicated this fact to us. When we tried to talk about the issues and problems we encountered throughout our trip and signalled this beforehand that we wanted to talk to a manager at the end when dropping off the *** the manager had apparently taken that day off and their was nobody (except mechanic in charge and front desk people) there who was able to make senior decisions or who we could talk to. Ive tried to contact somebody else in charge at Cruise America by phone and was told that the person was busy on the line and would call back shortly. I never received that phone call. We have never heard back from Cruise America,neither got an apology nor a refund. Im still waiting for a response from my e-mail that I send out on the 26th of April to the **************** at ********************. Ive got an acknowledgement of receiving the e-mail the same day, but nothing else further since then. 

  Regards

  Keggenhoff Family

  

  Business Response

  Date: 05/19/2025

  Hello,

  Thank you for allowing us the opportunity to respond to the Keggenhoff familys rebuttal.

  
  First and foremost, we sincerely apologize for the challenges the Keggenhoff family experienced during their rental and for the lack of timely follow-up. We understand how disappointing and frustrating this situation has been, and we regret that our service fell short of their expectations.

  
  We would like to clarify that when a rental is booked through a third-party tour operator, Cruise America is limited in our ability to process direct compensation. Any financial resolutionincluding refunds or creditsmust be coordinated through the tour operator the customer booked with, as the payment and contract are managed through their system. While we may have initially failed to communicate this clearly, we appreciate the opportunity to clarify this now and apologize for any confusion caused.

  
  In regard to the issues with the *** we take these concerns very seriously. The unit has since been reviewed and addressed at our ************* location, and weve taken additional steps to prevent similar problems from occurring with future rentals. We also sincerely apologize that no manager was available at the time of the customers return, and for the unreturned phone call following their attempt to escalate the matter. This is not the level of service we strive to provide, and we are actively addressing this internally. To pursue any compensation or refund, the customer will need to contact the third-party tour operator they originally booked through, as they are responsible for managing and disbursing any applicable refunds or adjustments tied to the reservation.

  ******

  Customer Answer

  Date: 05/22/2025

  Mmmh! something doesnt quite add up.
  ******** first response to our complaint was: On our end, Cruise America has reviewed the matter and already issued a refund equivalent to three and a half days of the rental as a gesture of goodwill for the inconveniences reported.
  A response Ive got after inquiring to the Customer Relations on 21st May to remind them that I havent heard anything back from them since we laid our first complaint on 26th of April, says:
  Thank you for your mail.
  The communication has been handled through Cu Camper, your tour operator, which contacted Cruise America on 5/5/25 and received a response on 5/5/25.
  Further communication will need to go through Cu Camper, since this is who you booked through and who contacted Cruise America first.
  Thank you, ****
  **** *******
  International Customer Relations
   I got in touch with the tour operator and here is their mail from May 19th:
  Von: **********************************
  Betreff: Ihre bei uns gebuchte Reise (HAM-187860/CUC)Datum: 19.05.2025, 12:43 Uhr
  An: *************************************
  Sehr geehrter **** **********,
  wir mchten Sie darber informieren, dass wir noch keine abschlieende Stellungnahme von unseren Partnern vorliegen haben.
  Wir haben aber bereits an Erledigung erinnert und bitten Sie noch um etwas Geduld. Nach Erhalt der Antwort werden wir uns mit Ihnen wieder in Verbindung setzen.
  Herzliche Gre
  Ihr CU | Travel - Team
  
  This basically says that they havent heard any final words from CA about resolving our situation nor received money.
  We would like to see, and it shouldnt be a problem for CA, to provide proof (forward /details of correspondence with dates as well as evidence of money transfer bank account details) re communication and money transfer to CU or whomever they have send money for a refund to.