Report: #1019966

Complaint Review: Cruise America

  • Submitted: Mon, February 25, 2013
  • Updated: Mon, February 25, 2013
  • Reported By: Jill — Clearwater Nebraska United States of America
  • Cruise America
    11 west hampton ave
    mesa, Arizona
    United States of America

Cruise America no use of water at all on vacation, dealer making excuses and refuses to compensate mesa, Arizona

Show customers why they should trust your business over your competitors...

We had numerous issues with our RV the ENTIRE TRIP! We called the number provided for assistance numerous times. We were told to take it up with Gordon where we rented it when we returned it on Monday Feb 18 2013. If he wouldn't make things "right" then we were to call the 1-800 number he provides us with. He REFUSED to give us the 1-800 number and told us to call the number we have been calling. Upon doing so, we were told he had already cancelled out the agreenment so they could not talk to us. He refunded our $500 damage deposit and our mileage we had not used but refused to refund any additional money.

The problems we encountered were once in Florida the water would not work, we hooked it up and the water just poured out which meant we could not use the toilet or sink or shower. The shower door was broken so even if the water would have worked we could not have used it. There was trash behind the bed so it had NOT BEEN CLEANED before we picked it up. It had 1/8 of a gas tank which is pitiful because we had to gas up right away and I wasn't going to leave him any additional gas . The two lighter outlets up front both went out and we called the line but they could not help us so we had to use the generator just to charge the phones which is BS because then he charged us for using the generator.

The bathroom light would not work, the curtains were torn. the 
windows rattled so bad and kept coming open so we went 1400 miles with a draft and we couldn't hear each other. Someone before us had tried to duck tape it shut so I know for a fact it was like that before. This is completely ridiculous!! The only thing we could do was sleep in it. We paid $1500 for a place to sleep!! That is beyond wrong!  I know we have to pay for using it but considering all we could do was sleep in it we should not have to pay anywhere near the full price! crappy service and complete unwillingness to do anything about it and refund any money. 

I made a complaint with the BBB with the company who leased the RV out for Cruise America. He writes back on the complain stating lies! 

: In Response to the complaint I can answer some concerns that you have listd.  At A-1 Enterprises  we do not set the Cruise America Proceedures Policys.  We are the Dealer that you Picked up the unit you used for the unit. We did spend nearly 1 1/2 hours to get you checked out.  We were there to go any and all concerns. 

You and your husband aknowledged that you have both watched the orentation video provided by Cruise America. 

You aknowledged that since this is a Winter RV rental there was no water on board and that if you planned to use water you would stop at a Cruise America Location so it could be prepped for water. (NO THIS WAS NOT DISCUSSED.. We were told that if we dewinterized it we needed to stop and have it rewinterized or because it wasn't going to be that cold upon return, we could have him rewinterize it)

You aknowledged that the main use needed for water would be to have the toliet available and we went over the proceedure to use Pink RV antifreeze to enable the use of the bathroom. You stated the RV park you would be at had great facilities for shower and bathroom use. So water or actually the lack of water would be no issue. (Why would anyone say that half use of an RV is okay? When you rent something, don't you rent it for full use? Yes, the disney parks have great facilities but we have two special needs kids so use of a shower in the RV was desired, it should not matter that where we were going had services, you pay for FULL USE)

Your numerous calls, and I have logs from Travelers Assistance started when you arrived 1400 miles away with no issues getting there,  and then had Water problems. With the unit being safe to drive and your location very close Less than 15 minutes) to one of Cruise Americas largest facilities they set up for you to stop in and have immediate service to get your unit repaired or swapped out if required.  The amount of time spent to repeatedly contact Travelers assist could easily have had the unit checked out and issues resolved.  

You claimed the unit was not cleaned.  We all were in the unit at departure and I asked if all was ok and there were no complaints. (Yes this was because we didn't check behind the bed where there was trash, we assumed it had been cleaned because there was no visable trash or debris) The unit had been vacuumed, wiped down, we talked about how to make sure the returned unit was ok and all was. 

We go through these units and work hard to clean these units before each departure and if something was not cleaned to your expectations I am very sorry. 

You had concern that there was only 1/8th Tank of fuel.  This is The Cruise America Policy for 40 years, the fuel at departure us the amount do back upon return, We did disucse this during the Walk around at Departure and your return level was correct.  You pay only for the fuel you use. (This was just a stupidity thing to me.. they had a driver drop it off, it was below zero temps when we picked it up, why would anyone leave a gas tank on 1/8 of a tank like that? We were afraid to drive it even to the gas station for fear we would run out of gas)

 The Power Port and Cigg lighter not working was indicated in the call log and there  were notes that Travelers assist gave the Fuse Numbers to check and see if they were blown.  They are seperate fuses for each power supply.  Upon return we plugged in a lighted Phone charger that is used to check these and both had power and were working.  We do not know what was plugged in or if it wasn't making a connection.  (More lies! We tried numerous chargers, 3 cell phone chargers, a power converter, a GPS plug in, none worked.. yet when I plugged that same one into my car directly after leaving the RV.. works.. Uh huh.. lies lies and more lies!!)

 The bathroom light seems that the wall mount switch was turned off, when turned on the light was working.  (Yeah right.. you wish! I tried everything I could to get the d**n light to work.. yet if you hit the thing, sometimes it would turn on for a split second.. yep..sounds like a light switch was all to blame you idiot!)

 There was one curtian that has the bottom seem torn in the back bathroom and it was ordered before your rental wan was not available prior to you departure. 

The window rattle is common on these RV's and is amplified when there is strong crosswind conditions.   (The window was BROKEN! Someone before us had put duck tape on it to keep the window shut. When we left Nebraska it was freezing so imagine a freezing draft coming in for hours and hours and having to try to shut it over and over and over because it kept opening itself.. the rattling was absurd, you could not even hear yourself think, we had to scream at each other.. the window should have been FIXED!)

 You also state that you should not pay full price as all you could do is sleep in the unit. The pricing you had on your rental was the winter rates that are close to 1/2 the normal price for the daily rental rate compared to standard rates and the mileage rate you had was the 1/2 price special. (Okay, lets think about this! Motels give winter deals, does that mean you can only sleep in the room, you cant use the toilet or shower or sinks?? Companies give winter rate deals to entice people to buy or rent so that their items don't sit dormant all winter long! This guy actually tried telling us the reason they give winter deals is because they don't expect you to have full use of the RV.. What the F***! If you rent something, be it a hotel room, a car, an rv, whatever.. you rent it assuming you have FULL USE of it, not partial use!)

As for me being unwilling to adjust the price at the end, What you asked was beyond any dealers ability and I gave the information to Go to and where to address the concerns you had. Had I compensated you anything at return it would have closed the case and the customer service would be unable to assist you at all. (I hate to say this but you DID close out the case! We called the number right after we left your office and they said.. sorry, its been closed out, we can't help you!, Go make excuses somewhere else!)

 I am sorry you had a less than expected rental experiance.  We discussed the water issue many times prior to PU by myself and your husband,  and during PU with all. We supplied the newest late model low mile RV for your use.  Travelers Assist had a solution with a very small amount of time to cure and had that been done there would be a measurable item to address a compensation. 

I supplied the Cruise America proceedure to assist you with.  All Compensation and Concerns need to be addressed by Cruise America as that is who You rented the Unit from, that is where the payment is collected from, that is where your refund came from.  We are are the acting dealer using the proceedures we have to adhear to.

 Gordon Buehring
 You can only imagine my opinion of this guy!

I have taken this up with Cruise America who wanted to give us a $200 gift certificate for a future rental.. lol.. are you kidding me.. I will NEVER rent from them again! I have told them I am filing a dispute with my bank because that is who my VISA was thru. Of course after you say that, they cut off all contact with you
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This report was posted on Ripoff Report on 02/25/2013 11:28 AM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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