"Broken water system + Truck Stop toilets + KOA showers = Cruise America Nightmare!"
We rented an RV in Dundee, IL to drive to San Francisco to close up my apar...
We rented an RV in Dundee, IL to drive to San Francisco to close up my apartment at the beginning of the COVID-19 outbreak. Our plan was to drive 700 miles per day, get in and out of San Francisco in a couple of hours and drive back home. We packed all of our own food and planned to sleep and shower in the RV to limit our contact with other people. When we got on the road we realized that the water system was broken. When we turned on the pump, water sprayed out the bottom of the vehicle, and water began pouring out from under the sink cabinet inside the RV. We could not run water, flush the toilet, or shower for 7 days. Instead, we had to use the bathrooms at truck stops along the highway and shower at the KOA parks we stayed at each night. This was not only unsafe but utterly disgusting. I contacted traveler services when we discovered the water system was broken and they offered to make an appointment for us at a service center. They told us it could take a full day to repair assuming they have the right parts. We decided to just press on since we were on a tight schedule and didn't want to stop and risk being in contact with other people more than we had to.
When we returned the vehicle the rental dealer washed his hands of the problem and told me I had to contact customer service at Cruise America corporate. I submitted a request via their website on 4/7. They finally replied on 4/21. Their offer was a $100 gift certificate for a future rental. I reminded them of the awful experience we had and the told them I was not interested in a gift certificate. I refund commensurate with the inconvenience we experienced. Here's the response:
"We understand that you are requesting monetary compensation for your experience, but we need to be open and honest in advising that this is not something we would be able to offer. While researching this case, we found that you contacted our traveler’s assistance department who offered to locate service at a repair shop, but service was refused. The fact that we were not given the opportunity to resolve the problems does affect the compensation that we can offer. We also reached out to the East Dundee office with regards to this matter. They advised that they attempted to replicate the problem with the water pump when you returned the vehicle, but they were unable to do so and it functioned normally. While we certainly gain nothing from negative attention, we understand that you are within your rights as a consumer to share your experiences. We truly do want you to rent with us in the future, and while we would not be able to offer monetary compensation, we would like to revise our offer. We would like to extend an offer to send you a gift certificate with a value of $150.00 as opposed to the amount of $100.00 that we offered previously. Our gift certificates are fully transferrable and can be freely gifted or sold, so they still have value even if you do not intend to utilize the certificate yourself. If you accept this offer, please let me know in an email response."
Beware of this company. They rent old, rusty, broken down rubbish, charge a premium price for it, then take no responsibility and call you a liar. Run away.
HORRIFIC... never ever book to go with Cruise America! Everything that could go wrong with the camper did, almost all of the campers we saw (over three different offices in California) were shocking quality and falling apart (which does not reflect the €1200 for two weeks price). We had to exchange a van, that was in even more shocking quality and then the furnace broke in a -5 degree snowstorm on Thanksgiving and after the FIFTH time of me complaining during a two week holiday, the senior customer complaints manager James’ solution was ‘drive to the nearest Walmart, 40 miles away and buy some space heaters.’ With no all the phone lines, internet out of action, in a snowstorm of maximum 5mph and on Thanksgiving.
Customer service: shocking, price and quality: shocking, David Elsary, the manager of the Los Angeles office is incapable and sexist, never spend any money ringing Traveler Assistance - they will not help or listen to you. Oh and for fun, every Camper van is covered in free advertising for Cruise America so despite them ruining our holiday, we were a walking billboard for them. AVOID AT ALL COSTS!
Rented an RV from Cruise America in NJ to travel across the country with my wife and 2 baby girls (2 year old and 2 month old). They didn't properly clean the unit. It has bedbugs on the bed in the back, we had to cut our trip short and my wife and I went to the urgent care with allergic reactions. The company proceeded to tell us there was nothing in the RV, that we were to blame for bedbugs, and offered no real assistance. We arrived in California and waited 5 hours for a manager or anyone to call us to figure out what to do next - the call never happened and we had to leave riddled with bite marks and had to throw out half of our stuff in the garbage as we were afraid to bring anything back home with us. Cruise America told us they could only refund us the days that weren't used which wasn't remotely close to the amount of money we spent on the trip itself and all the things we've had to throw away. Absolutely awful experience. It's been a month and we have yet to receive a call or anything from this company to help us. it's absolutely ridiculous.
We rented an RV to travel from CO to CT. The RV rental they gave us was all beat up. Duck taped side mirrors, Duck taped sky light over the bed, etc. 2 days into our trip the transmission dies. Customer service was no help. We spend the day at a repair shop while they ignored our calls and where figuring out what to do. One of their options was drive 5 hours south of where we wanted to be in a rental car. On top of it all. They were supposed to pay the repair shop for diagnosis and we ended up paying. They say a replacement RV is on the way and will be here in 7 hours. I’m still waiting. I’d never rent or recommend Cruise America.
We rented a 25-foot Cruise America RV to drive from CA to NC.
To my surprise the vehicle was old – front and back bumper was dented and the interior was nasty. It had approximately 100k miles.
It started off well but got progressively louder over-time. Almost sounds like a loose belt or whistle blowing - I am not a mechanic but I know when something does not sound right. The vehicle was very noisy – beyond the point to where you can’t even have a conversation with the person sitting next to you. It only handled well at 45-50 mph.
We got pulled over in Tennessee and North Carolina because we had 4 months expired tags on the vehicle. I managed to explain what we were doing and what happened on both occasions and was let go with a warning. Tennessee state trooper nearly searched the vehicle with his canine and told me the vehicle’s registration is expired and that it was their problem, not mine. The state trooper interrogated both me and my wife… it was very embarrassing and stressful.
Antonio with Management will not help us out and he is forcing us to drive an unsafe vehicle over 5 hrs away to another state when they have other drop-off points that are much closer.
They hesitated to even show me proof the vehicle was registered and I had to ask for it multiple times.
Why they would release a vehicle in this condition was beyond me!
They are also extremely rude and are not on your side, they are only worried about their own pocket books and the contract. No apology was ever issued or a valid explanation of how this happened. Not even a worthwhile discount.
Now I am forced to drive an unsafe vehicle with expired tags 268 miles away across state lines with the risk of getting pulled over again. They did send me proof of registration after I asked for it but that still does not help the situation. After looking at the registration they had sent, it was valid 2 days after we picked it up.
If you are considering a rental, I would suggest demanding a newer vehicle and make sure registration is all up-to-date, better yet stay far away and choose a different company, a company that cares about your safety and a company that does not lease out unregistered vehicles.
Everything went well. It was a great rental. Brand new tires, pots , pans. Sheets pillows and doonas were nice. Plenty of hot water. Lots of miles on the clock but the RV didn't really seem to show badly for it. Recommended