62 Customer Reviews
Review from Nelida C
1 star11/13/2024
Recently rented an ** first time . Was told all and documented all tanks were full. Not the case. We arrived to our campsite with NO propane. Called right away several time to address with customer service and the service location to be told I would have to go and find some Propane. hade to make an inconvenient trip in camper , with family,unfamiliar area to fill tank for the refrigerator and stove . Was told once hook up to power the refrigerator would work , not the case. Result damage food, frustration for our vacation.When I returned the ** with all the things I was responsible for completing on my end and did , asked to speak to a manager to address my frustration with Propane and sending the customer without in ** knowing empty tank ,a manager did start to speak with me upon so telling me they had problems on their end with their Propane refill tanks I asked why was I not told this when I picked up the ** ? The owner ***** came out from somewhere and started to bully me in a yelling tone voice calling me a liar on the issue. I was shocked ! I said to him I was the customer and had no reason to make this up and I was upset . He was extremely inconsiderate and rude, constant reminder he was the owner, never asked how he could help made me feel like I did something wrong and very unsafe. Not good customer service or business service on his end. Rest of the team was very nice and respectful. This ***** Owner has issues and may come across the wrong customer, probably normal behavior for him. . Please be aware .
Cruise America Inc Response
11/16/2024
Hello,Thank you for sharing your feedback. Were truly sorry to hear about the challenges you faced during your rental experience. At Cruise America, we strive to ensure every customer has a seamless and enjoyable journey from beginning to end. If you haven't already, please contact our Customer Relations team at ***************************** so we can investigate the issues you experienced and work towards a resolution. Your satisfaction is very important to us.Review from matt g.
1 star11/04/2024
I recently rented an ** from this company, and the experience with the rental service was disappointing. After returning the ** in clean condition, I was surprised to find additional charges on my bill for a dump fee and a housekeeping fee.Before returning, I made sure to empty the tanks, opened the values, and thoroughly clean the **, as instructed.Having rented from this company years ago, I was expecting better professional services, but this time it felt like a fee trap.Cruise America Inc Response
11/05/2024
Hi ****,
Thank you for sharing your experience with us, and for choosing Cruise America. We apologize for the issues you encountered. Our ***************************** has received your claim, which was submitted yesterday, and it is currently in the queue awaiting assignment to an agent. Once assigned, the agent will review your claim and reach out via email to address your concerns and work to make this right. Please feel free to reach out to Customer Relations for an update. You should have also received an automated response indicating an approximate 10-business-day timeline for a reply.
Thank you for your patience and understanding.Review from Shawn T
2 stars10/15/2024
The mice in our RV ruined our vacation! We rented an RV from the ******************************** location. We had no problems during pickup and our first day was nice. However, when we awoke the next morning we noticed that some of our food had been eaten by mice and several drawers had mouse droppings. I contacted customer service the next day and they suggested buying mouse traps (which we did). We didn't catch any of the mice yet noticed additional mouse dropping in other drawers. This was very unnerving for my wife and kids.After returning the *** we did receive credit for the mouse traps but were told any additional credits would have to come from corporate. I contacted corporate and they responded via email on Aug 27 with an apology for my inconvenience. They refunded (only) $55 to my credit card and gave me a $75 voucher for a future RV rental. I doubt I will use the voucher due to our bad vacation experience.Cruise America Inc Response
11/04/2024
Hi *****,
Thank you for bringing this to our attention. We sincerely apologize for the distress this caused during your vacation and understand how unsettling this experience must have been for you and your family. We appreciate your quick action in addressing the issue with mouse traps, and we're sorry that this solution was not enough to prevent further discomfort.
Your feedback has been shared with our team to ensure that our fleet and rental practices continue to meet the highest standards, so experiences like this dont happen in the future. We appreciate your patience and hope youll consider giving us another opportunity to make your next trip a more positive one.
Thank you again for taking the time to share your experience with us.Review from Chelsea C
1 star09/27/2024
Picked up in ****. Thing had cockroaches, came with broken freezer, table and the shower drained into my cargo. The Leasing manager had the audacity to ask me if I had kept the cockroaches we killed :) I've emailed the customer relations about getting some sort of compensation for not having a working shower and I've yet to hear anything.Cruise America Inc Response
11/04/2024
Hi Chelsea,
Thank you for sharing your feedback. We apologize for the issues you encountered with pests, the broken freezer, and the shower drainage during your trip. Our Customer Relations team responded to your claim on 10/14/2024 and is awaiting your reply. We hope to resolve this matter and would welcome the opportunity to make your next road and camping experience much more enjoyable.
Thank you for choosing Cruise America!Review from Ian M
1 star09/26/2024
Unsafe, Unsanitary, and *********** wife and our 9 week old baby rented from this location expecting a great vacation. What we got instead was the worst rental experience of my life that put my entire safety at risk through their negligence.First and foremost, they sent us out with no brake fluid. What rental company rents a vehicle without adequately inspecting its brakes? This should be illegal as it not only put my familys lives at risk but that of everyone else on the road.Maybe just one oversight? No they sent us out with a bad battery so we could not run any of the amenities we paid for without a full hookup site. The monitor to check batter/water levels didn't work. They also sent us out with full black and gray water tanks so I got to begin my vacation by flushing out someone else's poo and cleaning the shower that had flooded with gray water the first time we went up a hill. Funny that they would charge your for returning it full but accept no responsibility for sending it out full. Is that all? No their customer service team repeatedly told us they would look into service options and call us back only to often never call back. When we call back, I find they are all part time staff from a third party company who rotate shifts without passing along notes. So.. basically wasted hours upon hours trying to get basic issues resolved with their outsourced support line. When I finally did have to extend the rental, due to the many troubleshooting stops we had to make, they told me they could not because it was grounded for being past its service life. They knew how many miles we were going and still rented us a vehicle that would exceed its service range. There are lots of private RV rental services out there. If you are selecting cruise America because you trust their service, support, or reputation - don't. Its unsafe, unsanitary, and very clear that they have 0 concern for their clients.Cruise America Inc Response
11/04/2024
Hi ***,
Thank you for sharing your experience. Were sorry to hear that your rental fell short of expectations. Due to your decision to pursue legal action, were unable to proceed with a resolution directly. Our Customer Relations team will ensure your review and claim receive the necessary attention, addressing the matters listed to help prevent similar issues in the future.
Thank you again for your feedback.
Review from Jodie J
1 star08/20/2024
Family paid deposit to rent RV. Their machines were unable to read the card (but somehow were able to charge it for the deposit), so they were unable to rent the RV.They still charged the card. They offered a $300 credit, which does nothing for this family. Disappointing. We wanted to start using them to travel the ** and dont want to now due to this customer service.Cruise America Inc Response
11/04/2024
Hi *****,
Thank you for sharing your feedback. We apologize for the issues you experienced at the time of pickup. If you havent already, please reach out to our ***************************** at ***************************** or ******************************************** with details of what occurred. We would appreciate the opportunity to review this matter and work toward a resolution.
Thank you for choosing Cruise America, and we hope to hear from you soon!
Review from Kristin Y
1 star07/24/2024
We initially had 4 different Cruise America sales people tell us that the reservation fee of $300 would be refunded. Never saw the refund and when I asked about it, I was told it's non-refundable. We asked specifically (4 times!) if that would be refunded, and were told yes, so there was no misunderstanding on our part. We were purposely misled. We were also never told of all the additional fees we would have upon returning the ** (over $200 worth of extra fees). These fees were never even mentioned beforehand. We went on a ******************* June, and from the very first day had problems with the generator. We were in 90 degree heat most of the time, with 3 young children, so we needed AC. We called customer service and they only wanted us to find a cruise america service center and drive to it, way out of our way. And schedule it to be serviced. We spent hours just working on the generator, on a vacation that we spent a lot of money to go on. When I asked for compensation for the issues we had, they simply refunded us for 1 night fee. The thing didn't work half the time! So when I made an issue about it, they added enough to make the compensation refund equal the generator hours only. A whooping $175 for 10 days of frustration. On top of this, we received the thing quite dirty. We definitly returned it cleaner than we got it. They need to learn to treat their customers with respect and they may get that back in return. Until then, I give them a 0/5. We will never do business with them again. They are sneaky and not afraid to lie to your face just to get more money out of you.Cruise America Inc Response
11/06/2024
Hi *******,
Thank you for taking the time to share your feedback with us. We apologize for the experienced you encountered during your trip, as well with the billing, and being mistreated. We apologized for the misunderstanding regarding the $300.00 payment to reserve your *** If you cancel your roundtrip reservation 7-days prior to pickup, we are able to refund it. For one-way rental, it is non-refundable when the reservation has been approved for a one-way. We recommend to please read and ask questions to understand the contract your are initialing and signing at the time of pickup, as the contract states extra charges for some amenities on the *** We are pleased to know that our Customer Relations was able to assist and making this right again. Please don't hesitate to email the representative from your claim if you have any questions or concerns.
Review from Ad F
1 star07/11/2024
Horrible experience renting from Cruise America. if I could give them 0/5 stars I would. Not only did our RV have a flat tire prior to even driving off with the *** the managers insisted we drive off on it. If I hadnt demanded for the head Manager /mechanic to take a look at the flat before we left we would have been driving on flats! In addition to that, we had problems with the generator AC and refrigerator. None of which worked properly. I wrote a email toCustomer relations. No one has reached out to me. I was charged over ***** for the worst RV. Stay away from this company as they do not care about you, they just want to nickel and dime you to death, only for them to not take accountability for their sub par fleets!Cruise America Inc Response
11/11/2024
Hi *******,
Thank you for sharing your feedback with us. Were very sorry to hear about the issues you encountered with the ** amenities. Were glad our Customer Relations team could assist with your claim and reach a resolution to make things right. We hope to welcome you back for a better experience in the future!
Review from Tiago B
1 star07/03/2024
I am writing to report issues with your ** rental service during my recent trip to *****************. I am a resident of ****** and traveled with my family, including my wife and my daughter, who turned one year old during the trip. The purpose of the trip was to celebrate my daughter's birthday, but our experience with the ** rental was disappointing Upon arriving on the scheduled day for vehicle pick-up, I was surprised to learn that I needed an appointment for the pick-up. We had just arrived from a 12hour flight from ******** to ***********, and upon arriving at 10am, I was informed that I needed a scheduled time slot beforehand. Since this was not done, we were placed on a waiting list, and the vehicle pick-up was delayed until after 2 p.m. on a Sunday I consider this procedure flawed because the need for a scheduled pick-up time should be clearly communicated at booking and allow scheduling through the website. Additionally, the lack of consideration for my tired daughter was frustrating The employee who attended to us was eating lunch while providing service, which I find extremely disrespectful. The vehicle pick-up, supposed to occur at 2p.m., was completed at 3p.m. Despite this, we were treated unequally as other families were served and released before us, even though they had not scheduled a pick-up time Upon receiving the motorhome, we encountered issues: damaged hoses missing seals, and had to be replaced. The motorhome was dirty, with dust, the dining table could not be used as a bed, and various cabinets had damaged doors. These problems should have been addressed before delivering the vehicle The experience with the motorhome rental was very frustrating and stressful, especially as it was such a special and anticipated moment for my family. We expected quality service providing us peace of mind and comfort, but what we received was the opposite I request that your company take measures to prevent other customers from going through the same situationReview from Carm L
1 star06/14/2024
We picked up a broken/ dirty ** from ********, ** and drove it to our home in ********, **. The ** has a TPMS warning light come on the dash when started. We plugged the ** into shore power and discovered the ** would run for a little while and then freeze over. I contacted them and they arranged a local ** site to run diagnostics on it. The site looked at it and discovered the ** had never been serviced and it needed to be cleaned. While the company was servicing the ** they noticed a hole in the roof near the drivers rear corner the size of a quarter. The company approved the ** service and after 3 hours I was headed back to my house to clean and pack the ** for a fresh start the next morning. I turned on the Frig in preparation for filling it for our voyage. Then we spent 7 hours cleaning the outside and inside of the unit before we moved our stuff in. The following morning I went out to the ** to make sure the frig was cool and the ** was working and neither was operational. The frig was warmer than the ** and the ** was frozen over. I called them back and requested we take it back to another bigger local ** dealer and they approved. The dealership was authorized to diagnose the ** and the Frig. The ** has a leak and the frig has a wiring issue. The ** dealership wrote up a quote and proceeded to leave us sitting there for the next 6 and a half hours refusing the quote to replace the frig and ** they just happen to have on the shelf. What are the chances you pull into a repair center and they have the licensed techs and parts to get you on the road that day. This company requested that we drive this ** to another state where they could possibly have a unit available or someone that could fix it cheaper. I don't know about you but my idea of a vacation is not getting a rental ** repaired. This whole experience has become a complete nightmare. I'm just glad I'm not stuck on the side of the road in nowhere ***** without ** and a cooler full of food going bad
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