ComplaintsforCruise America Inc

• 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.

  ******

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I would like RA# PHX78513 RES# ****** addressed. The representative has stopped responding to me. The last BBB complaint I received notification that cruise America could not find my name, which is false information. Its amazing how they treat disabled veterans with health issues after they subjected them to an improper waste system

  

  Business response

  07/09/2024

  Hello,

  Your initial message sent to BBB was before you notified Cruise America/Canada Customer Relations you had problem(s). You then notified us, and we created a claim on your behalf and have been conversing with you since 6/21/24 a total of 5 times, today being one of those communications. We will send a revised offer of compensation as soon as possible.

  *******

• Initial Complaint

  06/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I rented an ** from Cruise America in ************, ** and picked it up on 6/7/24. Upon pickup, my agreement was reviewed. The agreement stated my rental would be $400.13, not including any fees. For example, it was explained there were fees for not refilling propane, or not returning the vehicle refueled, a fee if they needed to perform dumping of grey water/waste, and a cleaning fee if the ** was returned dirty.It was explained that these fees were voluntary, as each of the tasks could be completed by me prior to returning the **.The ** was refueled and cleaned. In fact, it was returned on 6/10/24 in cleaner condition than it was provided. Neither the propane or on-board generator were used, as the ** simply sat in our driveway and was plugged in to an outlet anytime power was needed.Upon return, I authorized the dump fee of $50. However, when I received my invoice, an additional "housekeeping fee" of $50 had been charged that was neither discussed or authorized. Both fees were also taxed, leading to a total invoice amount of $506.86.Upon disputing the housekeeping fee, Cruise America stated it was part of the prep fee that was agreed upon in my initial signed contract. I explained that I was also charged the prep fee, and this housekeeping fee was a separate line item that I never agreed upon.After several back-and-forth emails, Cruise America stated that they can bill my at their sole discretion. I don't think so. I didn't sign anything agreeing to the additional fee. Cruise America needs to refund the $50 (+taxes) housekeeping fee.

  

  Business response

  06/21/2024

  Hello,

  I apologize for the customers experience. We have processed a refund which meets the customers' demands. 

  *******

   

  Customer response

  06/21/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My children are having to sit in their RV in 110 weather. The ** generator can only run for a short period of time before it needs to be shut off. Due to this theyre sitting in the back sweating a lot and risking their health. The business is forcing me to pay *************************************************************** this heat. They also tell me I can go get it serviced which it does not need to be. At no time did the business indicate they had none or very limited ** in their RV.

  

  Business response

  06/14/2024

  Hi,

  Thank you for bringing this matter to our attention. We sincerely apologize for the issues the customer encountered during their trip in one of our RVs. Unfortunately, I was unable to locate any emails from the customer reporting these issues to our Customer ********************* which would have allowed us the opportunity to address and rectify the situation.

  
  Please have the customer email our Customer Relations team at ****************************** providing details of their rental (Rental Agreement/Reservation number). Upon receiving the customer's email, we will promptly create a claim on their behalf and include it in our queue for assistance.

  
  Once again, we apologize for the inconvenience experienced during the rental, and we are committed to assisting and reaching a satisfactory resolution.

  ******.

*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. ↩