Cruise America
Reviews and Complaints
Sad customer service and our rv had been in several accidents Prior
castle rock, CO location. Was told I had to be there by 3pm or all well.
Rental agreement said 4pm. I was flying into Denver was nervous about delays. Asked if anyone could stay late for pick and was told no. This was a Saturday and they weren't open again till Monday.
I'd be out of luck for 2 nights of my rental. They were completely unwilling to even fathom helping me if we were late. Rv had dents, scratches and tears on all sides of it. Was told outside had to be cleaned prior to drop off and "there's a car wash up the road".
Never heard of that before. I know inside needed to be clean but outside.
Come on. Horrible customer service and won't rent from again.
- Customer service
DON"T RENT FROM Cruise Am
Less than 1 star DO NOT RENT FROM CRUISE AMERICA WORST EXPERIENCE EVER
CEO of this "family biz" should be ashamed. Guess since they are ubiquitous they don't care. One could expect 2 or 3 minor things, it is after all a rental but 21 problems? Don't bother taking pictures they won't go through firewall.
Inconsistent support from 800# call and they tell you all issues/compensation must be resolved at rental location. Go to rental location, the say all issues are resolved at corp. Cannot reach by phone and when submitting complaint you get a form letter apology and gift card for $100 off next rental. SERIOUSLY?
Rude and condescending manager (Alum Rock San Jose)
Some of these issues were critical and others just added to frustration and annoyance throughout the trip listed here in order of discovery as we hit the road
1. Parking Break Release Hard to locate. This should have been pointed out at pick up as it was not clearly marked and also not in the useless Owner's Manual
2. CD Problem wrecked new CD because they did not eject CD left in player by previous renter
3. NOISY RATTLE SHAKING Started on our way and were shocked at how noisy it was. Everything rattled making conversation, hearing GPS directions and hearing music nearly impossible. Of course we did not expect smooth and totally quite ride but THIS was beyond big vehicle noise and shakiness.
4. No latches on drawers and cupboards - When turning drawers and cupboards fly open. Have to get up and close constantly. Unsafe and unacceptable. Cheap, bare bones design at high prices
5. AC Vent drivers side broken from him. Should have been pointed out at inspection.
6. Passenger side floor heated up - Couple of hours into trip, floor heated up so much it was too hot to have feet on floor from passenger seat. (from motor?)
7. Stove hood filthy
8. Rear bed roof vent no crank - so no air /ventilation in read
9. No chairs with table - told we as 2
10. Front cab roof vent - screen kept falling off (broken fasteners)
11. All windows difficult to open and close and no screens on some.
12. Screen door plastic guard - kept falling off and had to constantly be replaced
13. Bad electrical cord - cord had exposed wires
14. Bent and broken blind above sink
15. Dirty curtains falling apart and some without fasteners
16. Storage unit side door difficult to lock and did not lock
17. Propane Gauge faulty and always in ON position - this was pointed out at time of pick up and we were told it was safe and not to worry. One location refused to fill it up because gauge indicated it was full
18. Trickle water Flow - no usable shower or "bath sink" minor but annoying only "kitchen" sink faucet had adequate water flow
19. Table would not stay in upright position
20. MPG OVERSTATED estimate on 10-11 mpg missed significantly. Avg trip 4.5 to 5
YOUR DEPOSIT DOESNT MEAN YOU WILL GET YOUR RV
No cab AC, woman at shop could careless
- Customer serive
- Poor maintenance
- Rv did not work
Preferred solution: Price reduction
Don't do it !!!
Cruise America Rv Rental Review
CruiseAmerica Fremont (San Francisco) - AVOID
We picked up our C19 from Fremont (San Fransisco). We only went with CruiseAmerica as we were let down by another company due to no fault of their own less than two weeks before departure. Faced with the choice of cancelling Yosemite etc I took what I could. CA were the only company I could find with availability, and now we know why they have availability!
CruiseAmerica in Fremont are woefully understaffed and pickup took several hours. The van had done 123K miles and looked old and tatty, and in retrospect we should have made a fuss but we're British and were keen to be off. The equipment level was very minimal - small kitchen kit, no levellers, etc etc.
It was only when we got underway that the faults started to become apparent.
The first night we went to a full hook-up site. Husband checked the black & grey water valves and removed the drain end-cap to connect the hose. Sewage started pouring out all our Husband's feet. The black water valve leaked in a major way when "closed". It was obvious the black tank had not been flushed, and the last people had not used any chemicals either. Unfortunately this meant we could not do sewer hookup anywhere, and when we stayed at remote sites and needed to use our own facilities, we were then committed to emptying the tanks on a public dump with a concrete apron so we could wash down after. This was seriously Not Funny.
Then various engine warning lights came on, from the constant "Tire pressure" light to the "Change Engine Oil" message. When we phoned in we were told not to worry about those, they're normal apparently. Not in my car they're not.
The third major fault was that the large side window had a broken lock, and could very easily be opened from the outside. Completely insecure. Every time we left the RV we had to take everything of any value with us. Especially worrying in public car parks, as I could just imagine what our insurance company would say if we had to make a claim for theft.
We phoned in the faults, and when they did come back they suggested we called in at Bakersfield during the week (it was the weekend). Well that may be fine and dandy if you have weeks and weeks of vacation and don't mind losing a day here and there, but we had come a long way and each day is very precious, not to mention well-timetabled, with hard-to-get sites booked.
Other faults included broken curtain fixings so the curtains would not stay up making the RV very public, bathroom shower/tap that wouldn't work, aircon so noisy as to be unusable, a window that would not lock open so self-closed the whole time, tank indicator panel that didn't work, broken locker hinges, etc etc.
On return the manager listened to our complaints with the air of someone who listens to a lot of complaints and gave us a small discount in compensation, two days discount from a 12 day booking. Unfortunately the final price includes so many add-ons that two days rental amounts to very little of the total bill.
I am seriously not impressed with CruiseAmerica (Fremont), neither their service nor service recovery. I'm told it's a franchise and other branches may be better. I would not use them again and I would not recommend them.
No AC, No Communication, No Help
We rented our RV for the Bonnaroo Festival in TN this year - we rented the RV in PA for the 12 ride to TN for the convenience of being able to drive everyone together and having the feel of a home on the road - but the main selling point was the available AC in the RV since the temps in TN were at 95 degrees everyday. We had to use the generator for the AC because their were no hookups for power - we knew this going in.
1/2 there we put the generator then the AC - runs 20 minutes and generator powers out. We put it on again, 20-30 minutes it goes out again - this lasted for 3 hours before I called Customer Service - their Customer Service is merely an answering service that has to pass your phone number and complaint to another party. Left our number to find out why the generator is dropping out since the only items running on the generator is the AC and the Microwave. No response call to our service center call.
24 hours later of having to get up and re-start the generator, we call again - they tell us that they tried to call us twice the day before - never happened, never got a call. Was told that our RV was too close to the RV next to us and was over heating. We had 20 feet from our RV to the next RV which was up in the air, so their excuse held no water. There were at least 30 of the same RV's from Cruise America exactly like ours.
I took pictures of each and everyone of them that were much closer to their neighbor but had NO problems with their generator. Keep in mind that the most important plus to the RV rental that cost us over $2000 for a week plus gas was the AC. 4 days later, no call backs, no concern to our situation - in fact, the AC from the front cab that we got from running the main engine actually cooled the RV better then the roof unit. The person we returned the RV to passed the buck to the Customer Service line saying that it wasn't his problem - they will nickel and dime you on the rental return as well - fees for all kinds of things.
Retailer was not open to any type of discount for the issue - in short, we closed our credit card on the way back before we returned the item and put in a claim with our credit card company since they did not hold up their end of the transaction because of the lack of communication and a fault AC unit which we couldn't even get a call back to even ask or get some direction. Next time, just rent a larger car and there will be less problems and less cost for the rental.
- Moving hotel room
- No customer phone service
- Broken ac unit too hot to sleep
- Broken equipment
Preferred solution: Full refund
Cruise America - Rv Rental Review from Hobart, Indiana
Cruise America - Rv Rental Review from Auburn, Maine
We rented an rv to go to hersey. When i rented i asked if they were in good condition and they said yes, pretty new. We arrived waited an hr to get rv and leave.
The rv was banged up looked like early 2000s drove like a tank down the road.
The inside was dirty and not in good condition. We get close to where we were going bought food. Arrived at destinatio and set up. Went to get food out of fridge and it was warm.
The fridge wasnt working. The air conditioner leaked, the drains didnt drain, the sewer hose wasnt long enough so we had to buy another. I called customer service was told someone would be there to fix fridge, monday. Wed. I was still calling. Then was told we would need to go 30 miles in a place c we knew nothing about with 5 kids.
Nop, they reimbursed gor 2 days. 2 days! The vacation we saved for for a year was completely ruined and we got 2 days reimbursed.
I wanted to cry. We havent been on vacation years because we take care of children so this was our families first vacation and it was a disaster.
I would not recommend them. Theyve never returned my calls or complaints online. Horrible way to treat people
Cruise America - Rv Rental Review from Pleasant Valley, New York
I rented an Rv at a new location in Newburgh NY.... I have rented RVS for years at Poughkeepsie with Robin and unfortunately she could not accommodate my rental and booked my rental through Newburgh NY....
Worst experience ever they were rude did not want to take anytime to show me the RV it was dirty and filthy. I have never been treated by the Poughkeepsie location like this Robins daughter shows me the RV does the walk through and makes sure everything works while I'm there. I have never been so angry and had a terrible time. They gave me an RV with no water in it and the sewer was never dumped.
The man showing me said it was empty but the reader board didn't work. I asked how would I know if it needed to be dumped...he said you will smell it, really???? Oh my gosh I can't even with this guy. The propane was full which was a plus but I said I will fill up the propane before returning the man explained I was already charged for it so I wouldn't have to do that.
Well I set out with a full tank of prone and a full septic. Now during my travels I smell this odor oh my gosh... now mind you it was me by myself so I called the dealer and counter person. I spoke to said she was too busy call roadside which I did but no call back until I found a camp ground and dumped it myself....
now traveling back lights go out and call once again to not get a call back from the dealer. I came in to the office to return the RV I was called a liar and I never rented an RV this location should be shut down and let me tell you I have contacted better business Bureau about this MAYGARS Service and I hope Cruise America shuts them down immediately... if these are the people that represent Cruise America I give this location a few more rentals and they will be shut down.
Also they have a Budget Car and Truck Rentals too and the disrespectful tone the women had with the customers was unheard of. Please Cruise America shut this location down don't let these people ruin anymore family vacations for other families...
Thank you
Angry customer from Wappingers Falls, NY
Generator did not work and water leaks
We rented an RV from Buffalo to Orlando for The last week of December. We rented the RV so we could stop and sleep long the with our three children ages 11,7, and 4.
We were charged for winterazation and told to fill up the water. Upon getting home we filled the water tank. Water started leaking throughout the cabin from a broken hose at the toilet. We called the dealer but they didn't have a hose to replace it and we're closing up for the day. They told us to buy a new hose and they'd reimburse us. We had no time for that since we were on a fixed schedule. We thought the RV would be ready. Instead we turned off the water and had no use of the water throughout the trip.
3 hours later we were in Pittsburgh and went to start the generator. The generator did not start. We pulled over, called Cruise America and ran through all their troubleshooting options. Nothing worked. The customer service agent said we could buy a battery that Cruise America would reimburse us for or we could stop at an agency on the way to fix it. It was 9 o'clock on a Friday night. We had no time to take out of our trip to search for car batteries or drive off route to find a dealer. Again we had no use of the generator for the week. When we pulled over to sleep it was so cold that we were unable to sleep and just kept driving through the night.
Throughout the process we called many times. Sometimes the customer service agent would say another agent would call back and we would receive no call back. Other times the customer service agent told us to call the dealer only have the dealer tell us To call Cruise America.
We asked if we would be reimbursed. Cruise America told us the dealer would make that decision when we returned the RV a week later. That would be a week of using a vehicle that had none of the uses we rented it for to then find out if we get reimbursement.
After two days we decided to just return the RV, rent a car and hotel room, and fly home. Cruise America said we would be charged $600 to return an RV that never worked.
I will never rent from Cruise America. Luckily I was able to stop one friend from renting from them. They have no customer service. They completely ruined what should have been a fun family trip.
- Customer serive
- Rv did not work
Preferred solution: Full refund
Probably better options for you/us
- Rving in general
- Ride
- Shower that didnt work
- Emergency number that never answers
DO NOT RENT FROM CRUISE AMERICA IN BUFFALO
Cruise America - Rv Rental Review from Chemult, Oregon
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Well you should of checked it out before leave where you picked it up.
shut up, shill!