ComplaintsforCruise America Inc

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We rented an RV from 11/1/24 to 11/4/24 from the Cruise America in ******, CA, Agreement #LA027951. We experienced several alarming and health hazardous issues.1. Hose for septic tank leaked (attached picture and video)2. Water hose leaks (attached picture and video)3. Unable to unscrew the leg on the dinette to make it a bed because there are screws on both the top and bottom (attached picture)4. On 10/19/24, we stopped by Cruise America in ******, ** and met with ****, the Manager. We stopped by and looked inside an RV to ensure that 3 car seats would fit. **** informed us to place 2 car seats at the dinette and 1 car seats behind the passenger seat. After picking up the *** we attempted for hours to install the car seats into the *** However, none of the car seats fit. The 2 at the dinette had no hooks and no room for kids feet. Could not install the car seat behind the passenger seat. As a result, we had to take our personal vehicle from home in ********, ** to ***********, ** (attached Koa receipt). Upon follow up via phone after picking up the vehicle, **** informed us that car seats depend on the model, size, etc. None of which was disclosed to us when we met with her in person to view the ***Requesting compensation for 124 miles each way and leaks with the septic tank hose and water hose which we had to clean up multiple times and not being able to use the bed at the dinette. Total compensation requested is $250.00.**Formal grievance filed with Cruise America via phone on 11/1/24 and written grievance emailed on 11/3/24 (attached email). However, no response from the business.

  

  Business response

  11/06/2024

  Hello,

  I hope your week is going well. Please accept our apologies for the delay in response. We created your claim on Monday 11/4/24 and we are currently working on 10/28/24. We will be reaching out to you as soon as we possibly can. Thank you for your patience. 

  Thanks,

  ******* *.

   

• Initial Complaint

  10/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  There were a number of issues with my recent cruise america rental 1. Kitchen package and bedsheets / towels missing 2. Faulty tire pressure sensor 3. Propane not 3/4 full 4. Some electrical outlets not working 5. Expired vehicle registration I received a citation for the expired registration which the company refuses to handle, instead offering me the amount for the fine and a gift certificate. I have repeatedly told them that a gift certificate is not acceptable since it is not true compensation, it in fact forces me to do business with them again, and that compensation for legal issues, fines, my time, additional expenses incurred, and distress caused must be in cash or as a refund to my original method of payment. Rental companies are obligated to provide roadworthy vehicles which includes a valid registration at the time of rental - not only rental agreement not explicitly have any terms and conditions about this, but the first response from the company was that there was no issue with the registration until I gave them the citation, which was dishonest. They went from offering a $400 gift certificate to a $4000 gift certificate once they knew that I had proof of the expired registration, which is a shady business practice.I believe that the rental company is in violation of the rental contract and should provide a full refund. However, I am willing to accept something reasonable if they are able to confirm that they are at fault for the lapse in vehicle registration and make the gift certificate offer as a cash offer instead. They also keep asking me for receipts for replacement kitchen / bedding I had to purchase in order to provide compensation for the missing items which they had promised to provide, but that is also irrelevant since they have confirmed that none was available on-site and over customer support communication channels, and they can simply compensate the amount that they would have charged for those items.

  

  Business response

  10/23/2024

  Hello,

  I want to apologize for receiving a unit in that condition, that is not the norm for us. Regarding the issues:

  1. The kitchen and bedding kits were not charged on the account, if these items were purchased, please provide receipts to refund
  2. The tires pressure sensor might have been faulty but did not impact the tires other than displaying on the dashboard.
  3. The propane full, that is correct this allows the gas to expand safely in warm climates such as in the Burning Man ******************* attended.
  4. Electrical outlets not working our Technical Assistance team attempted to assist but due to remote desert location and having little to no cell service made it difficult to assist or locate service, also being in this festival ************** was not able to leave (event would not allow to return to the festival).

  5. Expired registration, the ticket for registration has not been submitted to our *********************** and would need the front and back of the ticket and must show all of the          ticket for reimbursement. Mr. ****** did attach a partial front copy in his claim. please email the copies to our ************* at **************************************************************

  The unit was road worthy, the ** was driven 769 miles and kept the full term, Mr. ****** technical issue on our 2023 ** is the only one reported to us from 5/26/24 10/23/24. There have been four offers made for compensation, the first being without a gift certificate all other offers have included a $400.00 GC, on our last offer made. Due to human error the gift certificate amount was transposed from $400.00 to $4000.00 in error. Our last offer with a $400.00 gift certificate is our full and final offer and will remain indefinitely so that in the event Mr. ****** chooses to redeem it in the future it will still be available.

  thank you,

  *****

  
  

• Initial Complaint

  09/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Onboard Dynamics rented a Large ** from Cruise America on Confirmation Number ****** for 12 nights. It was picked up on Sunday 7/28. It was used Sunday night, Monday night, Tuesday night, and Wednesday night. It could not be used Thursday night, and the ** was returned for repairs on Friday 8/2. The ** could not be worked on until Monday 8/5. At that point the remaining reservation was cancelled. The ** issues are listed below:The water system did not work. No drinking water, no toilet usage, no showers, etc. Apparently, the plug for the water tank was missing and no water could be put in the water tank.The generator did not work. No air conditioning (100-plus degree days), no electricity, ****** really put us in a difficult situation. We paid $3,206.99 for a 12-day reservation. We asked to be refunded for the 8 nights the ** could not be used, along with a refund for the extremely poor condition of the **. The Cruise America response is below. They admit fault but only offer me $152 out of the $3,206.99 we paid. "I regret reading your trip was cut short due to these problems. Its a bit disheartening these issues were discovered while the ** was on rent instead of the preferred predeparture walk through by our dealer staff. This all tells me our procedures were not adhered to. I have all of this on record and well documented. Certainly, the rental could have gone a lot better than it did and for that I offer my sincerest apologies. While I cannot rewind time and put you in a unit with a functioning generator and usable fresh water, it is my hope that I can better the situation. That being said, I am prepared to offer a refund for $152 which represents a 1-day rental fee per the contract. In addition, I would like to include a gift certificate for $100. It will be good for 2 years and redeemable at all Cruise Americas and Cruise Canada."This is unacceptable.

  

  Business response

  09/27/2024

  Hello,
  I am the representative that has been responding to your emails. My avenues of communication have never been closed. I have responded to you 3 times regarding the rental. I have revised my offer 2 times and my latest offer of compensation on 9/3/24 is larger than what is listed in your complaint here. You have copied and pasted part of my responses, but everything was left out where I have given details of the rental and our rental contract terms and conditions that were agreed to by Ryan Steria. I urge you to review my latest offer of compensation in my latest email to you. I look forward to your response.

  Thanks,

  Michael

   

  Customer response

  09/27/2024

  The refund offer is unacceptable.  I paid over $3,000 for the use of the RV and it was in an unacceptable condition.  It could not be used and therefore was returned for repair.  Repairs could not be made in time therefore the unit was returned.  Your refund offer is insulting.

  

  Business response

  10/07/2024

  Hello,

  I hope all is well with you today. I truly empathize with the issues you encountered on your trip and apologize. I feel we have been more than reasonable with our offer of compensation. What was presented in my latest offer was a full and final offer and we will not be increasing it any further. I hope you have a nice day.

  Thanks, 

  Michael

• Initial Complaint

  09/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am posting to the BBB for help reaching a resolution with Cruise America (CA). As a result of inappropriate actions and negligence by their representatives, we endured loss of time, and money., as well as physical endangerment. We were stranded for days. I attempted at length to reach an amicable solution with them. The company reviewed its voice recordings, took verbal responsibility for all that we endured, but failed to offer financial compensation commensurate to damages.On August 4th, 2024 we were to begin a 3 week road trip with a one way ** rental arranged 7 months prior. Our flight was canceled. we would be unable to pick up the ** at the scheduled time. We called Cruise America. Their representative, Jalen, informed us that if we could not pick up the ** on time our reservation would be cancelled. I protested, but he persisted. He rudely belittled our intelligence for failing to grasp his illogic. He hung up on me. I asked to speak to a superior. He refused. It was the middle of the night and he was the only employee. After 3 calls, my options were to believe the only CA representative available or risk losing our 3 week vacation. I found a last minute flight, split from my family, took a 2AM **** to get there in the time Jalen insisted I must. CA refused to reimburse this flight.When I picked up the **, the check engine light was on. I called and was reassured not to worry. Mid trip the ** started lurching violently unable to maintain speed. Roadside assistance was unable to find us a tow and left us roadside without help for an entire night. They mishandled a tow the next morning which did not arrive. They left us stranded for over 30 hours until replacing the **. They refused to adequately reimburse us for our lost vacation time, the stress or trauma of this ordeal. Their offer was to not charge us for the days we were abandoned in a nonfunctional **, plus a coupon. I remain outraged by the level of irresponsibility of CA.

  

  Business response

  09/23/2024

  Hello,
  I have been the agent communicating with you and our lines of communication have never been closed. I regret that your flight was cancelled,and you werent able to pick up the ** on the scheduled date. I understand you were told the reservation would be cancelled and you booked a last-minute flight incurring additional costs. We have already adjusted off the equivalent of 2.25 days of rental fees at the end of the rental. In addition, I have offered an additional 2 days worth of rental fees. This brings the potential total of compensation to 4.25 days for the 30 hours you had to wait for a replacement **, which we feel is more than fair. We understand there were additional expenses associated with the rental such as **** and your flight but like many businesses we do not compensate for ancillary costs surrounding your rental. My last communication on 9/13/24 is my full and final offer. I hope you have a nice day.

  Thanks, 

  *******

   

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  09/10/2024

  Hello *******, 

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

  Thanks,

  *******

   

  Customer response

  09/26/2024

  I am choosing to reject the offer given by Cruise America because I feel that it does not fairly take into account the financial and logistical issues we have faced because of a fault with one of their units. I am also choosing to reject the offer because of the lack of support and guidance offered by Cruise America at the time of the incident. The compensation does not even scratch the surface of the money we had to spend to resolve our situation and the offer of a gift voucher then ties us to using the company in the future, something I certainly will not be doing considering our experience. I have included all of the receipts, that support this, in my original submission to BBB but I am happy to provide them again if needed.

  

  Business response

  09/26/2024

  Hello,
  I hope you are doing well today. I was able to re-review the recorded calls and again we are terribly sorry the tire failed thus damaging the exhaust system leaving you stranded because the ** was deemed unsafe to operate. One of your final recorded calls on 6/25/24, you had requested the 2-day rental fee and your deposit. We met that demand and another 3 days were adjusted off of your final invoice. So, not only did we meet your demand, but we surpassed it by compensating beyond your expectation. I understand when your group made it back to base there were ancillary costs surrounding the incident but as stated previously, we do not compensate for expenses such as hotels, rental cars or U-hauls. The refund and adjustments made already were specifically made to combat those charges. We feel that the existing compensation is fair, and the additional offer I made is our full and final offer. We will not be revising it any further. Have a nice day.

  Kindest regards,

  *******

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  09/06/2024

  Hi,

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

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

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  09/03/2024

  Hi,

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

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

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

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

  ******,

  Customer response

  09/03/2024

  the compensation is insufficient and unreasonable.

  

  Business response

  09/04/2024

  Hi,

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

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

  ******,

  Customer response

  09/04/2024

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

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I rented a 30 Cruise America ** on 7/9/24 from ******** in *********, **. On 7/12/24, 9:30am, outside ****, *** our engine failed resulting in the ** being undriveable. I immediately called travelers assistance (**) but the communication and efficiencies of ** resulted in me and my family being stranded on the side of the I-70 freeway for >9 hours. I made multiple calls to the ** line, speaking to someone different every time. Multiple tow trucks offered assistance so I asked ** if we could get towed to the next exit to make the situation safer for my family but ** declined. We finally received a 25' replacement ** which did not have enough space for my family. We ended up purchasing a hotel room for 3 nights due to the replacement ** not arriving until late at night (we still had a 2.5 hour drive after the replacement was received) and being unable to set it up to accommodate my family. The replacement also didnt include cookware like the original ** did so we were unable to cook. I filed a complaint with ***** ** who could only offer a $200 refund, I declined. I also filed a complaint with Cruise America and they offered a $200 refund plus a $140 voucher to use on future rentals originally, followed by a second offer of a $240 refund plus a $150 voucher. Both offers came with a report stating we were lucky that a replacement had actually been found during their highest rental season. I declined both offers from Cruise America as I do not feel like it was an adequate amount for the horrible services we experienced. My family was at risk of a car accident, overheating, dehydration, and sunburn while sitting on the side of a hill waiting for help. The emotional strain this placed on our family is indescribable. Caring for ourselves, let alone 3 young children as well, was emotionally and physically scary. We also accrued additional expenses due to our food going bad, hotel stay due to late replacement delivery and smaller size of the **.

  

  Business response

  08/16/2024

  Hello,

   I hope all is well with you today. We have been communicating with you regarding your claim with us since 7/30/24 and our latest message went out to you on 8/5/24 which was our 3rd message to you. Our lines of communication have always been open. We offered compensation for a day and a half's rental fee for the 9 hours you had to wait for the tow. Our commentary of being "lucky" was taken out of context, which we can understand, especially if you are upset. We regret any inconveniences you experienced with the rental, and we will be reaching back out with a revised offer. Have a nice day.

  Thanks, 

  *******

  Customer response

  08/16/2024

  I have requested that the full rental be reimbursed due to the ** breakdown followed by a smaller replacement. I incurred additional expenses due to the breakdown but am not seeking reimbursement for those.  I have also offered to provide suggestions in order to avoid future issues with any other renters of Cruise America. ******* was informed that I would be contacting BBB. He mentioned a new offer being sent within his reply to BBB, I will await that offer. Thanks. 

  

  Business response

  08/19/2024

  Hello,

  I understand what the demands are, and I will be reaching out to you soon.

  Thanks, 

  *******

   

  Customer response

  08/20/2024

  I received an email from ******* with the continued offer of $240 refund plus a $200 gift certificate for future use. I do not plan to use Cruise America again in the future so the gift certificate has no value to me. I believe the $440 as a full monetary refund plus the day rental difference between a large RV, the 30 I rented, and a standard RV, the 25 replacement I received, should be considered. I am unsure what the difference was in July during our rental period but as of this week, the standard RV rental online is around $360/night while the large RV is around $425/night. 6 nights were spent in the replacement RV ($65 x 6 = $390). I want to move past this and be done with the mental stress it has caused. Please consider my request of the $440 plus $390 monetary value. Thanks. 

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased an ** from Cruise Canada in August of 2023. We believed that we were purchasing a vehicle that had gone through an extensive 110 point inspection after every rental, and a thorough reconditioning process at one of the Cruise reconditioning centre's, including seams and seals. We received an ** that was not inspected and reconditioned as they advertise, our ** was clearly leaking prior to our ownership, with gaps in the coach that had zero caulking or sealant causing significant water damage/delamination over years, not our few months of ownership. The internal wood was so saturated, starting to rot, that it required replacement of the plywood, and resealing, of nearly half of one wall (years of water leaking and saturation). We eventually came to an agreement, Cruise authorized repairs to be completed at their own affiliated body shop at Cruise's request and recommendation. Once we picked up the ** we noticed after a couple rainfalls that it was still leaking, worse than before. We found the leak was originating on the roof where a piece of trim was removed to gain access to repair the wall. The point where the trim meets the roof was not sealed upon re-installation, letting water leak into the entire wall, from the front of the bunk, all the way to the fuel filler at the back. The repair that Cruise Authorized at their own affiliated vendor was not completed properly, compromising, and damaging the initial repair, as well as causing further damage to the **. The fiberglass outer shell of the wall was also torn during the repair providing another space for water to leak. Cruise has taken zero accountability for the repairs authorized by them, at their own vendor, putting us back to square one, maybe even worse off than we were before. The ** we received was not in the condition that Cruise advertised, requiring repairs now of at least 20-25% (probably more) the value of the ** to get it to the condition that represents what was advertised.

  

  Business response

  08/13/2024

  Hi,

  We sincerely apologize for the issues the customer experienced with the *** If this was a purchased RV, please contact our Warranty Sales Department via email at ************************************ to explore available options. If this was a rental RV, please reach out to our ***************************** at ***************************** so we can work to address the situation. We have reviewed our records and did not find any rental activity around the time the customer mentioned. If you have any questions or concerns, please feel free to let us know.

  ******

  Customer response

  08/13/2024

  To confirm the business inquiry, yes this was a purchased **, not a rental. We have already reached out through the warranty contact provided, which lead us to having it initially repaired at the Cruise affiliated body shop. Cruise can see the repair record from earlier this year in their system, we reviewed the vehicle history with our sales representative. The repairs carried out by the Cruise Canada vendor were substandard, not completed properly, the roof was not sealed, and the exterior wall was torn leading to significant additional leaking and damage. We do not believe it is too much to ask that Cruise take responsibility for the substandard repair they authorized at their own vendor, and have repairs to the unit completed properly and any damage caused by the substandard work corrected. With the amount of water that has leaked through the entire wall since the repair, and not knowing how much further damage their really is to the ** we would be more comfortable exchanging it with another dry leak free unit. We are reasonable people, and just want to reach a fair resolution with Cruise to provide us with the product they advertised.

  

  Business response

  08/19/2024

  Hi,

  I apologize for the issues the customer encountered with a purchase unit from Cruise America. Unfortunately, the best course of action is for the customer to contact the location where the ** was purchased, as we do not have access to information or agreements related to the purchased ** with the warranties. 
  

  Thank you and have a great day!

  ******,

  Customer response

  08/21/2024

  We have visited our purchase location, as well as the body shop. Both our sales person, as well as the body shop said they had never seen an ** as bad as ours in their 25+ years experience. Just another indicator the damage was present well before we purchased it, and certainly an unacceptable amount of damage to expect in a 5 year old ** owned by Cruise new,maintained, inspected, and reconditioned to the extent that Cruise advertises. We made a very fair offer to trade our unit in at a loss towards one in the showroom. The unit in the showroom also had a $20,000 accident declaration against it, which would then lead to further losses in value when we eventually sell or trade this unit compared to a vehicle without any accident declarations. ********, at your ****** location has been saying he does not have the authority to help, steering us to either corporate or the body shop.We did not purchase any additional warranties, we are disputing damage to the ** that based on the evidence was very obviously present before we purchased it and our ** was not maintained, inspected, and reconditioned as advertised. 1) a hole in the coach that was never sealed, 2) half of the plywood in the one wall required replacement which doesn't happen in a few months 3) the expertise of 25+ years of experience describing it as the worst damage they have ever seen to an ** of any age, let alone one only 5 years old. Then the work that was completed at the Cruise vendor, authorized, invoiced, and paid for by Cruise were substandard, causing more leaking and damage, with Cruise not taking responsibility for it. If you advise us that our purchasing location does have the authority to make this situation right by either taking our unit in on trade towards a leak free dry unit, or having the repair corrected properly and any additional damage addressed as well then we're happy to contact them again.If they can't, we would request that somebody contact us that does have the authority.
  

• 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!

  ******

*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. ↩