Cruise America

Thank you for the replyCruise America has been informed that you are pursuing a chargeback with your merchant bankDoing a chargeback with your merchant bank is well within your right as a consumer, Cruise America will abide with your chosen course of actionHowever, due to the complicated nature of “chargebacks” and the express contract disclaimers set forth in the rental agreement once a claim has been placed in the chargeback process, we cannot negotiate directly with youIf this remains your chosen course of action,please make all your requests using your credit card financial institutionWhile you may not be in agreement with our position, I trust you understand the necessity of this letter and our stance on this matterSincerely, [redacted] Customer Relations

Thank you for contacting the Revdex.comAfter another review I have had our Accounting Department refund the $dump charge as a gesture of good willAs you state they were able to get further waste to come out of the tankAs per the contract this would result in the dump chargeHowever in order to resolve this amicably the charge has been refundedPlease accept my apologiesSincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Here are the attached receipts you had asked for, A copy from my bank statement of receipts for gas on 5/11/2014, we filled the tank with a total of in the broken down RVAlso here is (2) receipts from rooms on 5/11/with peopleWe were told we would receive a refundAlso (2) receipts for rooms on 5/12/for people, and also told we would receive a refundRegards, [redacted]

Dear Ms [redacted] , Thank you for contacting the Revdex.com regarding your recent experience with Cruise AmericaWe know that friendly and professional service is essential and your comments are one of the best way we have of knowing which areas may need additional attentionWith regards to our Travelers Assistance team I do apologize for any perceived apathy and that the reason for no available service at the time of your call was not explained properlyOur Travelers Assistance team is limited as to the services available after hours and on weekendsWhile our team is available to speak with you hours a day services are limited to towingAs I see it in our records and your letter you were able to reach your destinationHad something occurred and you were not in a safe area our team would have located a tow to take you, your party and the vehicle to a safe location for the night until services opened again in the morningAgain while Travelers Assistance is available hours per day they are at the mercy of service locations in the area and the hours they keepWith regards to mobile services on the vehicle Cruise America does not allow this in a possible breakdown situationSimply because we want to ensure that you are back to your vacation as soon as possible and the best way that we have found to do this is to have the vehicle go to a fully equipped shop so that it can be properly evaluated and repairedAs an additional note I do see that our initial agent who assisted you did call to a local hotel and got the price for one night for yourself and your party and found transportation from the RV to the hotel, which was advised we would reimburse you with the presentation of the receipts upon the return of the vehicleThis was offered as the agent understood that you did not feel safe at your destination however when this was offered as a solution for the night this offer was declinedIn regards to an exchange request these are reserved for a mechanical breakdown of the vehicle and the vehicle can not be repaired in an appropriate amount of timeHad the vehicle been evaluated and found non-repairable an exchange would have been attempted to be located and supplied to youAs Cruise America was not able to get the vehicle to a repair facility for an evaluation and see what it would take to get you and your party back to your planned vacation an exchange was unable to be approvedI can assure you that Cruise America does not avoid providing exchange vehicles to avoid paperworkWe do what is possible to ensure the fastest resolution to your problemsThis includes getting, at minimum, an initial diagnosis on the vehicle issueHowever as all attempts to assist you were declined and the issue with the vehicle was not able to be duplicated I must politely decline a refund of the rental costHowever as I do understand that you feel that you were not treated fairly by our Travelers Assistance team, or Cruise America as a whole I would like to offer a gift certificate in the amount of $The certificate is fully transferrable to another party of your choosing should you not wish to utilize itHowever it is my sincere hope that you will allow Cruise America another opportunity to show you that we are dedicated to customer service and ensuring you a wonderful vacationSincerely, [redacted] Customer Relations Manager

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below First of all, two of the documents attached did not downloadSecond, while Cruise America conceded that the $charge should never have been made, they swapped one charge for another, saying that the RV suffered damage to the front bumperWhen we returned the vehicle, they did not do any kind of inspection with us or note any damageSince we were never in a situation that would explain that damage (other than the tire failure, which they concede resulted in damage that we should not pay for), we assume this is an attempt by Cruise America to extract money from usI have pasted my response to Cruise America below.Please let me know if I can provide any further information.Regards, [redacted] Thank you for your response of 7/16/I am glad that the charge for damage to the wheel well has been removed and that you confirmed that it never should have been charged in the first placeWe also appreciate your offer to refund a portion of our rentalI am, however, shocked that instead of considering the matter closed, a new charge is invented to replace the oldAt no point did staff at the Federal Heights location do a walk through with us upon our returning the vehicle and note any dentThey only seemed interested in blaming us for the renting the “wrong” vehicle and charging us extra money for our rentalWe spent our time there contesting the charge that you agree shouldn’t have been made in the first placeAs at no time did any incident occur that would explain a dent in the front bumper, I can only assume that this is a vindictive act on the part of the Federal Heights staff or a dent caused by the tire failure, which you agree is not our responsibilityI am also alarmed that you would demand payment to fix a vehicle that clearly should be taken off the roadAs I’ve stated, no one should be renting this vehicle and I am still shocked that Cruise America is renting unsafe vehicles to consumers with limited RV experience.I am terribly disappointed in your replyOur experience with Cruise America only becomes more disappointingOn our way to return the vehicle, we assumed that we would be met with concern and an offer to refund a portion of our tripBoy, were we wrongAs we did not receive the service and safety promised by Cruise America on your website, I am contesting the entire cost of our rental through our credit card company

Ms [redacted] , By way of introductions my name is [redacted] and I am the Manager for the Customer Relations DepartmentI want to thank you for taking your time to contact my department about your recent experience with Cruise America and our Bakersfield locationPlease accept my apologies on the delay in response from my departmentI can offer no reasoning on the delay but I can assure that we are working to ensure that responses are provided in a much timelier mannerTo address your comments about the state of the vehicle that was rented I can only apologizeThe vehicles are to be prepared according to strict Cruise America standardsShould you feel that the vehicle is not clean to your standards the locations are directed, upon their notification of your dissatisfaction that the vehicle is to be re-cleaned until you are satisfiedWhile our vehicles are rental vehicles and some wear and tear is expected and unavoidable the cleanliness issues that you experienced should not have happenedI want to assure you that your comments about the cleanliness have been forwarded to the proper management team for handling to ensure the location is preparing all vehicles to Cruise America standardsI would like to touch base about the vehicle issues that you mentionedCruise America offers a 24/Travelers Assistance line to contact while you are traveling in case any such situations ariseI do regret that we were not provided an opportunity to try and resolve the issues so that you were able to continue your trip worry-freeHowever I would like to assure you that we do take your comments about the vehicle deficiencies very seriouslyAs we do understand that your trip was not exactly as expected I have issued a gift certificate in the amount of $This gift certificate is issued in conjunction with a refund of $This refund has been applied to Visa card ending in It is with this refund and gift certificate that I do sincerely hope that you will allow us to serve you again in the futureThe gift certificate can be utilized at any of our over locations throughout the United States and CanadaThe certificate is transferable to another party of your choosing should you wish to do soUnfortunately it is not transferable to a monetary refundThe certificate will be processed and mailed to you and will arrive within the next days and will be valid for years (expiration date will be indicated on the certificate)Again please accept my sincerest apologies for the poor impression you received from Cruise America and our representativesKindest Regards, [redacted] Customer Relations Manager

Dear Mr [redacted] , Thank you for your replyWith regards to a phone call I must politely declineAll communication with Customer Relations is done via writing to ensure proper review of any and all claimsAdditionally as your chosen course of action was to contact the Revdex.com all communication through this process is also done in writing As stated in the previous reply the generator carries a charge of $3.50/hour for usageWhile each Cruise America vehicle is equipped with a generator they are no promoted as the main source of power for the vehicle and as such the associated charge is collected for the usageThis charge is outlined on the Cruise America website, the Reservation Confirmation, Vehicle Acceptance Form, and contract that is signed at the time of pickup While doing a charge back is your right as a consumer Cruise America is no longer able to communicate with you on this matter directlyDue to the complicated nature of charge backs all further communication must be completed through your merchant bankShould this continue to be your chosen course of action please ensure that all communication is completed through your financial institutionWhile I do understand that you do not agree with the stance Cruise America has taken on this matter, I do trust that you understand the necessity of this positionSincerely, Heather M [redacted]

Dear MrJ [redacted] , I do understand your frustration on the matter and I can only apologize and continue to advised that Cruise America is working diligently on recouping the funds from the other party for the damages so that we may refund the deductible that was collectedHowever as previously advised you are responsible for the $1,deductible regardless of faultUntil Cruise America is able to recoup the monies from the other party for the damages to the vehicle the deductible that was collected will remain being held by Cruise America Sincerely, Heather M [redacted] Customer Relations Manager

Mr [redacted] , By way of introductions my name is Aiden B [redacted] and I am the Manager for the Customer Relations DepartmentI would like to touch base about the vehicle issues that you mentioned in regards to the roof top air conditioner and CD playerCruise America offers a 24/ Travelers Assistance line to contact while you are traveling in case any such situations ariseI do regret that we were not provided an opportunity to try and resolve the issues so that you were able to continue your trip worry-freeThe vehicle was inspected and found that the shoreline was not properly plugged into the outlet located in its storage compartmentThis step is outlined in the orientation video and rental assistance guide provided with the vehicleAdditionally the CD player was inspected and no malfunction was able to be located with the system Concerning the cleaning fee that was assessed the Vehicle Acceptance Form that is signed at the time of pickup outlines the additional feeThe rental agents at return found an excessive amount of hair through the vehicleOther members of the staff and management were consulted before applying the $feeCruise America makes an effort to resolve any issues with the vehicle (i.ecleanliness) before checking the vehicle into the systemAs such it was found that your party was offered to take the vehicle and have it detailed to ensure that no hair was left behindThis offer was declined and the staff was informed to apply the charge to the contract In regards to the late fee that was placed on the contract I must also politely decline this requestCruise America return times are from 9am- 11amAs indicated on the Vehicle Acceptance From there is a $per hour charge should the vehicle be returned after 11amAs the vehicle was checked into the system at 1pm your party was subject to a hours late charge Thank you again for contacting the Revdex.com regarding this mater Aiden B [redacted] Customer Relations Manager

Dear Ms [redacted] , Thank you for your responseHowever as directed on previous occasions all communication must be completed through your merchant bank Sincerely, [redacted] Customer Relations Manager

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I inquired and I have no idea whos credit card was credited MY amount as indicated on my invoice I asked the other parties and it was no one I know So I am not doing your job again Unless you can provide me the other parties information, I want this resolved! Regards, [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

MsC [redacted] , I have worked directly with the Global Manager for the Reservations Department regarding the situation and after review and discussion on the matter it was found that you were correct about the language on the website regarding the travel agent discountWe are currently in the process of working to update the website to reflect the correct information and to remove any ambiguityI do sincerely apologize for the inconvenience and frustration this has causedI also want to assure you that our Reservation Agent [redacted] has been re-trained on the Travel Agent policy to ensure that no further miscommunication occurs with any other Travel AgentsConcerning your comments on [redacted] behavior this has also been addressedFurther coaching and monitoring are being set in place to ensure that she is providing the proper customer service in line with Cruise America standardsUnfortunately during the discussion regarding this matter the reservation was cancelled and the deposit was refunded in full (see attached)I am unable to speak to a reason why this occurred however; I have ensured that the reservation was re-opened under the same reservation number ( [redacted] and that it does hold the original rate for your reservation and now includes the 20% Travel Agent DiscountUnfortunately due to the closing and refund of the reservation a new deposit will need to be placedShould you wish to keep the reservation please contact our Reservations Department Agent Ray C [redacted] directly at ###-###-####For your convenience he is available on the following dates and times: June 27th-8:30am-5pm; June 28th-1:30pm-10pm; July 1st-12:30pm-9pm; July 2nd-11:30am-7:30pmShould you not wish to keep the reservation please let me know and I will ensure that it is closedAgain please accept my sincerest apologies for the issues that have occurred with the situationSincerely, Aiden B [redacted] Customer Relations Manager

Dear Ms [redacted] , Thank you for the correspondence regarding this matterIt has again been reviewed however Cruise America is unable to process a further credit back to the contract that you are requestingThe proper funds have been applied to the credit cards that were used for the contracts in questionThe refunds were applied to the credit cards that were supplied to the location at the time of pickupAs previously advised should any funds needs to be divided between the parties involved this would have to be done privatelyBoth contract have been reviewed and all appropriate funds have been returned Sincerely,

Thank you for the informationI do sincerely apologize for the delay in my responseI have attempted to locate your rental information however I am unable to do soI have exhausted all availbale avenues with the information providedIf you could please supply a contract or reservation number and I will look into this promptly and respond accordinglySincerely, [redacted] Customer Relations Manager

I was told I would have a RV ready on august 8th for purchase, when it got close to that date I was told I could purchase it on the 18th, when it got close to that date I was told they were out of vehiclesApparentl they have a cut in line policybe aware

Here is a copy (without the pictures) of the email I sent to cruise america I am writing this email hoping that someone in cruise america will realize that customer satisfaction is not only a matter of price and will get back to me with a better compensation than what I have been offered upon returning the RV in San Francisco Indeed when we planned for our trip in the US we selected Cruise America and the reservation process when very smoothly Having read on Cruise America website that "Cruise America purchases new vehicules every year" we were expecting a relatively recent RV when in fact we were given an RV with more than miles and probably more than years (the microwave was dated 2004) !!! This in fact should not really be a problem if the condition of the RV had been good but it was far from being the case and when I returned the RV with a written list of what was wrong with the RV I was not listened to We were only offered a "refund" of days of location So here is this list again with more than items !!! Registration was overdue for more than monthNot that it is a safety issue but we could have been fined for not respectif the law City Water connection was broken : the plastic thread was completely gone and it was impossible to attach the hose to the RV ALthough we paid for full hook ups sites we could not plug in the water before having this part replaced when we returned to the Cruise America location in Las Vegas, losing hours in the process We still had Leaking water after the replacement as the hose connector has not been replaced Burner Grille making a rattling noise as the rubber pads were missing : we travelled with the grille put on the rear bed ! Side windows making a rattling noise + locks locked in place : had to put oil inside the locks to free them and be able to slide the windows !! Driver wiper bent ! Radio with poor FM reception and no AMNo user manual for example to understand how to change the time when we change time zone Curtain bar with screw coming out which could hurt Bathroom door [redacted] unscrewed Bathroom dome broken Curtains unstitched Bed made with table falling down during the night Some lamps burned put and impossible to replace (stucked !) Lamp shades burned through !! Gas safety broken No cord on kitchen shade No shade on cabin door and roof domes = how to sleep when it is daylight from 5:AM ?? Cigarette Lighters : one is broken and the other one is not working Cruise control disconnecting by itself !! A/C grilles VERY dusty !! the ignition key platic holder was broken : happend several time to let the key in the ignition and lock the door !!! Side cupboard key already bent and will break very soon inside the lock and last but not least used water leaking when trying to empty Moreover there was a mistake in the mileage out on the contract : it was indicated milesUpon returning the RV this mileage has been corrected to miles which caused an extra charge of miles and almost USD How do I know if that was the correct mileage out ??? when we took the RV the tank was not full : I had to put more than USD to fill it in when I gave it back with the full tank I proposed to Cruise america to cancel the extra mileage charge as a compensation but they insted offer a 300USD coupon valid on a future reservation Not only it is not probable that living in France we would rent again from this company but we will certainly not offer the coupon to our frineds (unless you want to lose your friends...)

On 12/19/2016, Called the Cruise America, Arizona office at ###-###-#### reference a charge from my RV rental in Miami 10/19-24/ Customer service female representative was rude, quick to disconnect and not answer questions And after several calls (5) refused to put a supervisor on the lineWhen we turned on the stove and open the drawers and cabinet doors 100's of baby roach scattered all over the place We reported the unsanitary conditions and purchased two cans of roach spray

Dear Ms [redacted] , Thank you for your replyWhile I do understand that you wish to recieve a full refund for the rental I must politely declineAfter the review of the case Cruise America has found that the offered compensation for the pick up location move is satisfactoryIf this was not acceptable Cruise America did offer to refund your initial $deposit and cancel the reservationWhile I do understand that neither resolution would be ideal Cruise America does it's best to provide the booked vehiclesHowever situations that are out of our control do happen and we do our best to provide compensation for the inconvenience of having to move your pickup location Additionally I do see that there were no reported issues with the vehicle while rentingThis can only lead me to believe that Cruise America provided the product that was rented and was fully functional for the purposes of your trip.Please see section 9(c): "Lessor assumes no responsibility for any expenses incurred by reason of a breakdown of the Vehicle, whether or not causing a delay en route, including, but not limited to, subsistence, accommodation, and cellular phone expensesLessor's maximum liability shall be for refund of daily time rental charges as a result of mechanical breakdown which results in loss of use of the VehicleRadio, automatic entry step, air conditioning, refrigerator, microwave or other appliances, cruise control or generator malfunctions are not considered to be mechanical breakdownsVehicle exchanges may only be considered in the event of a mechanical breakdownLessor assumes no responsibility for Your delays as a result of Your decision to wait for third party Vehicle repairs or exchanges, in regard to non-mechanical breakdown repairs, as defined herein." Per the additional terms and conditions you experienced no breakdown as defined by the contract Again while I do understand that you feel the applied compensation is not adequate I must politely decline further reimbursement for the move of the pickup location Sincerely, [redacted]

Dear Ms. [redacted] , By way of introductions my name is [redacted] and I am the Manager for the Customer Relations Department and I have assigned myself to your file through this process. I want to thank you for taking your time to contact us about your recent experience with Cruise... America and more specifically your rental from our Schererville location. We know that thorough, friendly, and professional service is essential.I would like to address the issues with the vehicle that you encountered. We do understand that taking time out of your vacation to repair a rental vehicle is not expected and can be very frustrating. I do apologize that you had to take this time to repair the vehicle. Cruise America appreciates your willingness to work with us in resolving this matter for you so that we could get you back to your vacation as soon as possible. Concerning your comments about the apathetic behavior of our staff; I want to express my deepest apologies. As stated in the opening portion of this e-mail Cruise America knows that proper service is essential. The experience that you encountered with our personnel is frankly inexcusable. A copy of your comments has been forwarded to the proper management team for review and internal handling to avoid such situations in the future. While I do understand that you feel that the compensation issued and agreed upon is no longer satisfactory we must politely decline further compensation on this matter. For you reference I have attached a copy of the form signed at return outlining "I waive all further rights and claims against the parties named above and agree to this settlement as full and final compensation. I am not under any obligation to sign this form and do so of my own free will." However we do understand that your trip was not exactly as expected I would like to offer a gift certificate in the amount of $200.00. This gift certificate is offered in conjunction if the refund that was agreed to as satisfactory at the time of refund in the amount of $396.00.Sincerely, [redacted] Customer Relations Manager