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on the quote that you are provided, and the daily rate is different once this is corrected then the previous rate is no longer valid as it is not for the same reservation.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.

*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. ↩