ComplaintsforCruise America Inc

• Initial Complaint

  12/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/30/21 I called to inquire about reserving a one way rental for dates in July '22. I was very specific about the dates. The representative stated that they received approval for the trip and that I had 12 hours to complete the reservation. I then proceeded to coordinate scheduling campgrounds and itinerary with friends based on the unit I was confirmed to have reserved. I called back to proceed with booking and was then told that I was quoted rates based on the current month (12/21) and then given a new rate for the 7/22 that was nearly double my original quote. $3.5k vs $7.5K.The issue with the company is there is no pathways for escalation if issues arise. I was quoted a rate and the company should honor that rate if if it was a representatives error. On multiple occasions I requested to speak with management and there was never anyone available. I was told by the front-line reservationists that an inquiry would be sent to management to review the call to determine if I was misquoted, but I never received a call back regarding their findings.If the customer service is this bad to this point, it may be a blessing in disguise before actually locking in a reservation. RVs have a propensity for issues, and I certainly wouldn't trust this company to follow-through should issues arise while on the road.

  

  Business response

  12/14/2021

  We are sorry to hear that your experience had gone this way, ****** Just to provide an explanation, our pricing as based on availability, meaning that if you get a quote for a reservation when the pickup locations inventory is completely available on the dates you request then you will have the lowest prices possible. Alternatively, if you get a quote for dates where there is limited availability then the daily rate will be higher than in the first scenario. With this being the case, if there was a misunderstanding/miscommunication related to the pickup and return dates on the quote that you are provided, and the daily rate is different once this is corrected then the previous rate is no longer valid as it is not for the same reservation. Reviewing our records, we also found that your rental was never booked meaning that a $300.00 down payment was never applied (a quote is only valid until the end of the day unless the reservation is booked). We apologize,but we would not be able to provide the rate you are requesting as it is for dates that are different from what was originally quoted.

  Customer response

  12/20/2021

  I am well aware of how the rates work - its the same as anywhere. Higher rates at peak times. The issue is that I called and spoke with a representative and was given a rate that I had 12 hours to finalize. I finalized booking campsites for the itinerary that I would be following with my RV reservation and called back to finalize and was told my dates were wrong. The reservationist made an error and quoted me the incorrect rate and the company should honor the rate I was quoted.   
  

  Please provide the BBB with a recording of the call if this is not an accurate statement. 
  

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

  

  Business response

  12/30/2021

  We explained how our rates work to show why rates are different for different dates. Our reservation practices are common in the travel industry; for example, if the same scenario played out when you were instead inquiring about airplane tickets or a hotel stay, then the outcome would very likely be the same. We apologize for any inconvenience, but we will not be able to meet your request. With this being said, as a show of good faith, we can certainly offer to send you a gift certificate with the value of $100.00 that you can use toward your rental.

• Initial Complaint

  10/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We rented an RV from the Lexington, ** Cruise America on October 1, 2021. We were told at the time of rental the refrigerator was warm as it needed to be level to work. Despite our actions to have it work by putting ice in it and getting it hooked up to electricity it still did not work. We had to travel for 3 days without it working. Then we were told to take it to a Cruise America rental place, They worked on it for several hours and told us it should be cold within 6 hours, which it was not. We were then told to buy a cooler and ice which we did,but that is not the same as having a refrigerator. When we turned in our unit at the end of the month, we were given $150 which covered the cooler but not anything for the inconvenience of not having a refrigerator and a cooler in our way the entire month of rental. We also lost about $200 worth of food during this time for which we were not compensated as we did not have receipts at that time. The agent told us Cruise America was not responsible for the 110 point inspection which was supposedly done once the unit was driven off the lot. Apparently, this company has agents who are not interested in customer care. We feel the amount given was not good compensation for our difficulty. Apparently the 110 point inspection does not cover making sure the refrigerator works. We were told by *****, the agent, the customer prior to us had not issue, so it seems to be the refrigerator broke while the agent had it since it did not work as soon as we got it. Also, only one of the power outlets on the dash worked so we were only able to use one for charging electronic devices. It is difficult to say how much should cover out inconvenience, but mostly I feel Cruise America should have an agent who is willing to show exactly what was done to insure a vehicle works properly. Since there are several complaints in this area, they need to have a better plan of inspection.

  

  Business response

  11/15/2021

  We are sorry to hear that your experience went with way, as this is not at all typical for our customers to experience. We will have a member of our customer relations team reach out to you to work towards a resolution as soon as possible. Thank you for your feedback.

  Customer response

  11/17/2021

  we have heard from this company and the company did not give us adequate compensation. We were not given any compensation other than $150 to cover the cost of a cooler and ice. The fact the refrigerator did not work the entire time we had the unit was not compensated.

  

  Business response

  11/26/2021

  We are sorry to hear that you were unhappy with your rental experience as that is not something we want for any of our customers. While we lament the fact that you were unsatisfied with the offer put forth, our offer will remain open indefinitely in our systems.

• Initial Complaint

  10/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Cruise America confirmation # ******. Folks, on Saturday, October 2 when we arrived at our appointed location ******************************************** the place was closed at approx 2:45pm. Even though we called 3 hours prior confirming our arrival time. We waited with others for over an hour in a very unsettled part of town. When someone arrived he said he doesn't have my reservation and to come back Monday. We could not get a taxi to get a rental car, or we did not have any hotel reservations. So here were are in a high crime area standing on the sidewalk with our dog and luggage with no way to travel. I called the 800# and explained to the representative the situation we were in. He stated that he would send me a e-mail confirming deposit refund. I have not received it, and they are ignoring me. Keep in mind that not only are you trying to keep my deposit, but we lost over two thousand dollars on park fees. As we were watching the orientation process with the other family waiting I was stunned over the lack of cleanliness of the motorhome. When they asked why is the propane tank empty starting their vacation, he replied "you can get propane on the road". This is not what is promoted in their video's.

• Initial Complaint

  10/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The Cruise America rental agency in **************, ********** made fraudulent charges and didn't address the problems I experienced with the *** Please see the attached "Cruise America BBB Complaint" pdf document for a detailed narrative. I attached all supporting documents and pictures.

  

  Business response

  10/13/2021

  We are so sorry to hear that you had this experience, ******. This is absolutely not the norm for our customers and we take these matters very seriously. To that end, we have had a member of our customer relations team reach out to you in hopes of reaching an amicable resolution.

• Initial Complaint

  10/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented an ** from Cruise America ** Rental of of *************** ** for 2 weeks, August 16 to August 30 2021. Along our road trip we ran into some rain. After driving in the rain for about an hour, water was dripping into the cab of the ** just above the sun visor. This annoying drip constantly came down onto the passenger in the front passenger seat. Later into our road trip, while we were camping, it began to rain. It also poured in the **. Rain water began to pour in above the large window next to the dinette table. The water poured onto the table, all over the seats, and floor. What a mess. Items that we had stored in the lower kitchen cabinets were soaked with water. This occurred due to the gap between the exterior wall of the ** behind the kitchen cabinets. You could see daylight between the ** wall and the kitchen cabinets. As we experienced these soaking inconveniences I reported them to customer service I have attempted to contact Cruise America, but no response.

  

  Business response

  10/12/2021

  We are so sorry that you experienced this *********************. This is certainly not the norm for our customers and we sincerely want to work with you to resolve this matter. We will have a member of our customer relations department reach out to you right away.

*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. ↩