Cruise America Overview
Cruise America has a 1.7-star rating, derived from feedback provided by 150 customers. In the RVs, Motorhomes and Trailers category, it secures the 18th position out of 227 companies.
Rating
Contact Information
Website
www.cruiseamerica.com
Phone
(800) 671-8042
11 West Hampton Ave., Mesa, Arizona, 85210, United States
Cruise America Reviews
John
Unsafe Vehicles!!!
My Family and I rented an rv from cruise america and it was the most horrible experience ever!!! First of all we rented the rv to attend a out of town funeral, and once we hit the expressway we noticed everytime we reached up to 50 miles per hour the vehicle starts to shake and rumble all across the road, which is Very dangerous! So we pulled over to call them and let them know so we can make arrangements to swap the vehicle out for another one, and no one answered the phone, even after multiple attempts to reach them. So we then call the customer service 800 emergency number just to find out they cannot / will not help us with exchanging the vehicle at a different location in our travels. Mind you we are attending a funeral, so we didn't have a lot of time to be messing around! As we explained to them the vehicle was unsafe to drive and we're only able to go up to 45 miles per hour, they told us we can take it to the shop to get it repaired. It is and was not our job or responsibility to get the vehicle repaired, yet we proceeded to get it done anyway, for our Safety! Once we get to the repair shop, they explained everything that was wrong with the vehicle and why it was unsafe to drive. They proceeded to go ahead with the repairs until cruise america told them that we would take care of the cost, and they would supposedly reimburse us. WHAT??? So much took place after this, yet I will get to the point. Not only did cruise america say they would compensate us for our experience and troubles, they turned around and charged us fees and usage for the vehicle, they also hit us with a late fee upon our return! DO NOT rent from cruise america, it's a rip off, and they have unsafe vehicles that they would put you and your family over the road in. THEY DON'T CARE ABOUT YOUR SAFETY!!!
Brailen
Rental information
No complaint service was great. I made a reservation and then found out I needed to change my plans. Agents were quick to answer questions help me in the process of canceling my reservation promptly.
Jazon
Late fee
I was charged a late fee for being so called 2 hours late, and it cost almost the same price of a full days rental. And the location had no issue ignoring my complaint and told me to talk to corporate. This is ridiculous!!!
Frank
Cancel reservation
I need to speak with someone with the authority to cancel a reservation and refund my deposit I am at day 6 thought I was at day 7 wedding party all came down with Covid rapid response email to cruise America gives the company 15 to 30 days to respond like I said Im at day 6 would like to cancel so another customer can enjoy your product but I need my deposit back
Kevin
AWFUL experience and no refund
My family took a long planned vacation that started with an RV rental at Cruise America. However, after arriving at our destination we discovered that the water tank on the RV was broken and the RV had no water. Cruise America was unable to find an RV repair center that would repair it and were unable to find another RV for us to switch out. So the RV was unusable since we had no toilet, no shower, and no sink for washing dishes. Cruise America's only customer service for these kinds of issues is to write them an email and wait (as I did) up to a month for them to respond. CA at first offered only 1 day of rental time refund on a 5 day rental. They claimed that since I could still drive the RV, it wasn't a total loss of use. CA's customer service is truly awful and I would warn that if you rent from them and something goes wrong, they are absolutely not going to help and not going to offer you any serious refund. You're on your own. I would never consider renting from this company again. They ruined my family's vacation, don't let them ruin yours.
Donalee
Add two days to my existing reservation Add May 30 and 31st to the June reservation
I wanted to add one more day to my rental and pick the rental up a day sooner and you told me the rate would be $1200 for the additional day thats ridiculous. Please respond he said I would have to pay current rates for all 31 days. 404-310-****
Stephanie
Broke down
Awful customer service on the way back to drop the Rv off when it started losing power and shut off. Called the assistance number to only be told they could only refund me my money or I can spend the night where I broke and wait til Monday until a mechanic can fix it. It's Easter weekend and we will have to spend it in mechanics parking lot bc cruise america failed to give us any assistance besides reimbursement. You are a National company. Do better. This was our 3rd RV with them and unfortunately our last due to the lack of customer help during this issue.. we know problems ate bound to happen but what we didn't expect was Cruise America leaving us stranded. Even rental cat places won't leave you stranded. We didn't have any problems the last 2 times but the time we did encounter an issue they done nothing and don't seem to care about the issue or there customers.Dont
Alex
Stole My Money
They provided me with an RV that had a broken window and a busted front end alignment. I couldnt keep it on the road over 40 mph. I rented it to drive from NJ to CA and back. They refuse to refund me.
Gail
Refrigerator freezing food
The customer service agent told us what to do and it was fixed. Unfortunately the wire needed to adjust temperature was hanging down and was not where it should have been. This should have been checked before we picked up our vehicle.
Darryl
4 days before departure they were not able to provide a vehicle.
We made a reservation for a camper 6 weeks before our vacation. We canceled our hotel reservations once we knew the camper was available and the reservation was made. 4 days before we were set to pick up the camper, we received a call that they did not have a camper available. The options were drive 1 1/2 hours north to pick up adding mileage to the rental or go into a smaller unit. But the smaller unit was not guaranteed, it seems the did not know if the camper would be returned on time, and another renter was also in the same position. They only had 1 smaller camper for 2 reservations! I called Cruise America requesting the bring the unit to the location I was to pick up. They refused, the only option left was to cancel with a Full refund. Thank you Cruise America for destroying our vacation !
Josh
Poor experience with Lakeville, MA Cruise America
Updated by user Sep 22, 2021
Update 9/22/21A Cruise America representative emailed me and offered to speak on the phone at a predetermined time, but that time came and went with no call and no follow-up email.To date, I have yet to be able to speak to anyone at Cruise America about the issues I experienced, and at this point I would go so far as to say, I would not rent from any Cruise America location again. I have been telling my story to family, friends, and co-workers, and I'd love for it to have a satisfying ending, but so far Cruise America does not see to have the resources available to get in touch in a reasonable amount of time.
Original review Sep 22, 2021
After my recent rental from your Lakeville, MA location, it is my opinion (and that of several other reviewers on Yelp) that your company is being done a disservice by the poor customer service and poor product quality being offered at this location. Please check the Yelp reviews for confirmation that my experience is not an isolated incident, but I will share my experience here. My wife and I, along with another couple, decided last December to rent from Cruise America for a vacation. Our friends rented from your Tyngsborough location and have nothing but good things to say about their experience. Ours was the opposite. The first vehicle we were shown had not been cleaned: there was water in the shower and hair in the drain, and it smelled like smoke. There was one other option, and it was just a little better - no smell (on the inside) and a dry shower. BUT when we got it home it had clearly not been cleaned at all. It had over 100,000 miles on it and was a 2016 model year. The age showed in the upholstery and general appearance of the unit, but there were multiple issues that should not be present in a unit given to any customer. There were mouse droppings in the kitchen drawers and grime on the shelves. Clearly the cleaning with bleach we were told all the units received had not been done, but that was minor compared to the health and safety problems. The blackwater tank valve did not shut completely, and the sewer cap was broken, so there was blackwater dripping from the unit the entire time. There was no smoke detector, there was a stone chip in the windshield directly in front of the driver, and there was standing water in the electrical access. Other minor issues included a loose kitchen handle, one of the stove burners did not work, the windshield washer fluid was empty, the freezer door did not shut properly, and the roof leaked in two places. Aside from the health and safety issues, the rest of these items simply show that no maintenance, repair, or cleaning is being done at this facility. When we dropped off the vehicle, the owner admitted that he gives the best units to people traveling long distances. Apparently, there was no way for us to reserve and receive an RV that is up to the standards in your videos. Regardless, the vehicle we received should have been sold out of your fleet long ago, and certainly should not be getting rented for full price to anyone. This was obviously a very disappointing first experience with Cruise America, and one which I am not sure we will follow up with another rental. More importantly, no customer should have to deal with the poor quality rental unit and lack of care that we received. You should cut ties with your Lakeville location unless you have some way to assure that they will make wholesale changes in the way they represent your company. Update 9/22/21 A Cruise America representative emailed me and offered to speak on the phone at a predetermined time, but that time came and went with no call and no follow-up email. To date, I have yet to be able to speak to anyone at Cruise America about the issues I experienced, and at this point I would go so far as to say, I would not rent from any Cruise America location again. I have been telling my story to family, friends, and co-workers, and I'd love for it to have a satisfying ending, but so far Cruise America does not see to have the resources available to get in touch in a reasonable amount of time.
Michele
Horrible company
We had quote info , they took all info including credit card told us RV was reserved for us and all set . I called back that evening with Questions I gave them the information and reservation information and they Told us there was not an RV available and they laughed and hung up
Letoy
No AC did not work
When l called to tell them the AC wasnt working properly, the told me to bring it back &;;;;;;;;;;;;;;;;;;; have them check it . Just forget about me & family screwing up my weekend. They couldnt have checked it , or they would have known it was not blowing call let alone cold air Even with the vehicle air conditioner itself on and the roof air conditioner it was not it was not comfortable you could not stay in there it was just too hot ruined my whole weekend and they wanted me to bring it back they couldnt send someone out to where I was I was 20 miles away I only had it for three days I was not gonna go back there every day when I was going to take it Saturday go back where I was and turn around and go back and turn it back on Sunday I wasnt gonna do it they got my money they didnt check the air conditioner and Im very disgusted and pissed matter fact Im calling from pit stop whatever it is iteven with the vehicle air conditioner itself on and the roof air conditioner there was not it was not comfortable you could not stay in there it was just too hot ruined my whole weekend they wanted me to bring it back they couldve sent someone out to where I was I was 20 miles away I only had it for three days I was not going to go back there every day when I was going to take it Saturday go back where I was and turn around and go back and turn it back on Sunday I wasnt gonna do it they got my money they didnt check the air conditioner and Im very disgusted and pissed matter fact Im calling from pissed off whatever it is you folks need to do something I should not be charged I could enjoy my weekend is ruined everything and it was other things that were going on I dont even wanna get into thatYeah you need to check your air conditioner on the US before you send them out Im done
Anonim
Horrible experience with this company
Stay as far away from Cruise America RV Rental &;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;; Sales as you can! We were finally able to take the trip we have been talking about and planning for years and the RV from Cruise America was a complete nightmare. We were able to overlook the filthy condition the RV was given to us in even though we were reassured extra precautions were being taken due to Covid-19. Once we got the rv home I spent hours cleaning dirt, crumbs, and bloody finger prints off the inside of the RV. Then we discovered shortly after we began our journey that the fridge was not working properly ruining all the food we had brought on our trip. As well as the hot water heater not working and the shower door being broken making it impossible to take showers. But it only got worse from there, the roof started leaking to the point water was running down the center floorboard of the rv ruining our belongs in its path. We contacted roadside assistance and they directed us to a repair shop an hour away. So we spent the majority of that day getting the leak fixed Cruise America instructed the repair shop to basically put a bandaid on the problem and sent us on our way. The next issue was the most frightening, the ABS light came on as we were going down the busy highway we were trying to get over to figure out what the problem was when the front passenger side tire blew sending us into the next lane of traffic. When we made it to the shoulder and called roadside assistance they sent someone out to replace the tire. After waiting over 3 hours on the side of the road we were informed by the man replacing the tire that it had been installed improperly and looked like it had been forced on the RV. He replaced the tire and when we pulled back on the road we quickly realized there was a bigger problem with the RV as the abs light was still on and the alignment was severely off and then we quickly realized the brakes were not working properly. We made it to the next exit and were able to pull into the closest parking lot. We had to contact roadside assistance again and were asked if we could limp the brake-less rv to their Denver hub over 30 miles away. After refusing to drive the clearly unsafe rv any further we were told they could send a replacement rv the next afternoon. By the time it arrived we had lost almost two travel days not to mention the time we spent with the leak repairs a few days prior. When the man arrived delivering the replacement rv and picking up the previous rv he informed us he didnt even feel safe turning it around to get it on the tow truck and said he is surprised we didnt roll when the tire blew because the wheel bearing was so bad. The replacement RV actually looked like it was in better condition than the original even though we were informed it was going to be an older model and to set our expectations. We thought that our RV troubles were behind us and that we just got a lemon this first go round. And then the check engine light came on as we were traveling through an area with spotty service and little to no shoulder. We again pulled over and contacted roadside assistance where we were informed that it was probably nothing and we were fine to keep driving. After expressing more concern due to all the previous issues we were told we could take the rv to the nearest location again about 30 miles away and have it checked. Upon arriving at the Henderson, Nevada location we were told the check engine light was on because the gas cap was not tightened properly and that we were good to go. After expressing more concern/fear for my family because of the previous issues we were basically laughed at and mocked by employee Bobby Sinnott, who became extremely condescending and rude. Laughing as we left and telling us sarcastically to have a great trip. Not 20 minutes after leaving the check engine light came back on and stayed on the rest of our trip. Upon arriving to return the RV we not only were not given any of the reimbursements/credits we were promised for lost travel days we were actually charged additional fees for cleaning and gas even though the RV was returned cleaner than it was given to us and the gas level was the same as when we received the RV which is what the contract required. Not to mention the full tank of gas we had just put into the original RV before blowing the tire. Please feel free to share this with your family and friends so no other family is put in the danger we were put in because of Cruise Americas poor upkeep and vehicle maintenance. cruiseamerica
Ellen
We had a very bad experience with Cruise America
Cruise America is a horrible company to work with. The RV we rented had numerous mechanical problems. The steering was off, so you had to hold the steering wheel turned to the right in order for the vehicle to go straight. After driving for an hour the floor on the passenger side became so hot it burned my feet. The RV really struggles to get up to 50 mph which is extremely dangerous when merging onto the highway. They charged us a $350 cleaning fee when we returned the RV even though I completely emptied the RV and wiped it down. If you read other reviews this seems to be a common practice. The dealer whom we rented from was extremely rude. He called us yelling and screaming calling us *** pigs after we left him a bad review. The only compensation Cruise America offered was a coupon off a future rental. Which means I would have to spend hundreds more dollars with them and return to the dealer who yelled at me because they are the only one near my house. Just Awful!Horrible Company