Cruise America

Ms***, In order to properly reply to your claim I exceeded the allowed character count as permitted by the Revdex.com systemAs such I have attached a copy of the intended response Best Regards, Aiden B [redacted] Customer Relations Manager

Ms***, Thank you for your submission tot he Revdex.comDue to the limited characters allowed in the response field I have attached Cruise Americas full response to your claim Sincerely, Aiden B [redacted] Customer Relations Manager

Dear Mr [redacted] , Thank you for contacting the Revdex.com regarding the issues as presentedWhile we do understand that you do not feel that the amount offered is sufficient Cruise America stands behind the offer that was made of the following: 1/refund on kitchen kit cost, $refund of late fee and day refund and additional $gift certificate for the inconveniences as faced with the vehicleWhile we do understand that you do not feel that is offer is adequate we must decline further compensationAdditionally the offered gift certificate is not transferable to a monetary refundGift certificates are offered so that we do hope you will allow us another opportunity to assist you in the futureAs previously stated with regards to compensation please review section your additional terms and conditions 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 expenses [redacted] 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." You experienced no breakdown as defined by the contractAdditionally when a call was placed to our Travelers Assistance line the offer of service to repair any issues with the vehicle was declinedOur Travelers Assistance Department is authorized to compensate for time spent in servicesHad the vehicle been serviced on the road the service time would have taken less than approximately hours to have the water system operating properly for usageWhile this was declined our Travelers Assistance Department was able to note the problem as it was indicated that it was preferred to discuss the issue with the return locationHowever because there was an issue with how the vehicle was prepared for the rental we are able to offer the previously mentioned amountAs indicated in prior communication we simply request that you sign the attached form agreeing to the compensation and it will be applied to the contractHowever we must decline further requests for compensation above the offered amount and changing the gift certificate to monetary valueSincerely, [redacted] Customer Relations

Dear Mr [redacted] , Thank you for your e-mail regarding your recent experience with Cruise AmericaI am sorry to hear of the poor customer service experience that you hadI can assure you that Cruise America is looking into this matter internally to ensure that no such situation occurs in the futurePlease again accept my apologies for the poor impression you received.With regards to the deposit I do see that a full $refund was issued yesterday (1/19/2015) to [redacted] *** ending in ***The refund may take 5-business days to process to your accountShould this not process to the account in this time please contact your merchant bank to inquire about their refund policiesAs a note Cruise America releases all applicable funds within hours of the application of the refund, from that point it is then up to your merchant bank to post it to your personal accountThank you for contacting us regarding this matterI do hope that you will provide Cruise America another opportunity in the future to serve you and gain back your trustSincerely, [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 belowCruise America continues to offer $0.00, which is less than the $their operator offered me, but advised me not to accept because it was too low and corporate should provide moreCruise America's representative has gone from simply refusing to do the right thing to now communicating completely information.We absolutely were told that CA would not pay for repair of the locks unless we drove to Portland, OR (a hour round trip)This was on the same call as the discussion regarding trailers [redacted] either didn't listen to the whole call or she is choosing to be...misleadingWe were told that we would still be charged for the extra miles to drive to and from Portland, as well as the daily charges for missing our return deadlineWe simply could not afford thatWe absolutely did return many of the voice mails we receivedWhy [redacted] thinks we didn't return any, or why it is relevant that we didn't return every single one, is beyond meCA never said "it would be difficult to get service on the weekend." They said "we will not pay for service on the weekend." We had already indicated that we knew of available service locations we could go toWe were told that we were not allowed to get repairs on the weekendWe just did a quick [redacted] search and the first result showed an RV repair shop only miles away that has regular hours on Saturday: [redacted] The clauses CA is citing have no relevance to this issueThe mechanical breakdown clause says nothing regarding locksWhether or not this was a mechanical breakdown has nothing to do with this complaintWe have not requested credit for lodging, so the $limit per person for lodging has nothing to do with this complaintCA's obligation to fix the locks is not at question, and all evidence shows they failed to help us fix the locksCA's own documents state that it is not safe to use the vehicle with unlocked storage compartments and windowsSee pages and of the "Renters Assistance Guide." Despite written documentation in CA's own materials that these broken locks presented an unsafe situation, their representatives forced us to use the RV under these unsafe conditions.Even if it were true that CA hadn't denied our request to get repair at a 3rd party (it isn't), they still refused to repair the RV on the weekendThey gave us explicit instructions to continue using the RV for multiple days knowing that it was unsafe by their own definitionEtc., etc., etcUltimately what we have here is a large corporation that has unquestionably done my family wrong and put our lives at risk but, instead of making things right, they choose to hide behind the legalese of their contract (even though the clauses cited do not pertain to the situation at hand and even though other CA documents that make up the total agreement support our claims)We are not asking for a full refundWe are not even asking for a large refundWe have only asked that CA give us some amount of a refund to make up for the fact that they put our lives at risk, refused to help us, and failed to provide even the minimum amount of support that we were promised we would getWe believe that CA violated both the letter and spirit of our contract, and that they gave us substantially less value than we paid for, and we simply desire a small token of apologyIf CA continues on this wrongheaded path of aggressive anti-consumer behavior, we will continue to file complaints with every government and private advocacy group that will listenAlso, we have already convinced a family member not to rent with CA for a month-long trip that they just startedCA's actions here are not just wrong, they have already lost the company business that would have brought in more revenue than our entire trip didWe will continue making every effort to steer other consumers away from CA until we have an apology and partial refund Regards, [redacted]

Thank you for contacting the Revdex.com regarding this matterAs Cruise America has made multiple points of contact with you previously we will continue this response from the most recent e-mail that was received on April 6th, by Customer Relations.Reference was made in your e-mail that our Travelers Assistance team was rude and played games with offering service for resolving the issues with the vehicle, only to rescind the offer when it was acceptedHowever, through the records and recorded calls a total of un-returned voicemails were left by our Travelers Assistance team in the effort to resolve the vehicle issues that were reportedThis included multiple follow up calls after each e-mail was receivedUnfortunately our Agents in Travelers Assistance were not contacted back and provided the opportunity to set up a service location to repair any shortcomings that you reported with the vehicle.However on 3/10/(Tuesday) at 9:56am (Arizona time) when an agent was able to have contact with your party the offer to locate service by our Travelers Assistance Agent was declinedAs previously advised services after hours are almost nonexistentRegular repair shops hold standard business hours of approximately 8am to pmUnfortunately Cruise Americas Travelers Assistance Agents are at the mercy of the service location hours Concerning the reference of the Travelers Assistance Agents insisting on specific locations for repairs I must politely disagreeThrough every review that has been done the only location that would have been a requirement was a Cruise America location in order to add the towing package and unlock the hitch pin for your usageOther than the requirement of that our Travelers Assistance Agents made two separate offers to locate service along your route to resolve any issuesAs stated multiple reviews of this file has been completed and Cruise America has determined that the Travelers Assistance agents attempted to assist you to the best of their abilityWe must again decline compensation on this matter citing the previously mentioned Additional Terms and Conditions Section (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."I would also like to add another provision in the Additional Terms and Conditions Section 13: “: “Necessary and reasonable expenses for transportation and lodging only are covered in the event of a mechanical breakdown requiring the Vehicle to be in repair for more than hoursRadio, automatic entry step, air conditioning, refrigerator, microwave or other appliances, cruise control or generator malfunctions are not considered to be mechanical breakdownsIncurred expenses to a maximum of $per person per day for lodging and other expenses (to the maximum capacity set on Page A) and $per group per day for transportation will be reimbursed subject to a limit of $3,per tourThe provisions of this paragraph are not valid in case of a collision or accidentYou must present all receipts for refund of expenses.” However as previously stated you experience no mechanical breakdown as outlined in the contract that was agreed to at the time of pickup.However as Cruise America does understand that the trip as planned was not what you had expected we have offered a gift certificate towards a future rental in the amount of $as a gesture of good willThis is standard practice in the travel industry when an unpleasant travel experience occursHowever as we do understand that you do not wish to utilize the certificate it is fully transferrable to another party of your choosingThis meaning that you may give away or sell the certificate to any party you choose should you wish to not utilize itSincerely, [redacted] Customer Relations ManagerF: ###-###-####

Mr [redacted] , I have reviewed the claim made through the Revdex.com and have found that on approximately August 8th an identical claim that was submitted to the Southern Colorado Revdex.com under case number [redacted] As our headquarters are not based in Colorado I was unable to reply directly to Southern Colorado claim however; our Colorado Springs location did provide me with a copy of the claimOn August 17th I replied to you and indicated that I had received a copy of the claim but was unable to reply due to the aforementioned reason however; I did address the points made in the claimAt the conclusion of my response I indicated that since your return of the vehicle no reported matters have been able to be verified and that the vehicle has been through multiple rentals since that timeTo date this information still stands and a decline of your request for the unused days still standsFor reference I have attached a copy of the August 17th response that is mentioned above along with a copy of the noted Southern Colorado Revdex.com complaint Sincerely, Aiden B [redacted] Customer Relations Manager

Dear Ms [redacted] , Thank you for contacting the Revdex.comBy way of introduction my name is [redacted] and I am the Customer Relations ManagerI have spoken with our Reservation Department Management regarding the situation and reviewed the file myself and must politely decline the requested rate changeWhile I do understand that you do not feel that ensuring all information is correct is your responsibility, I can only agree with this statement partiallyThe reasoning for this is because the Reservations Agents recommend for you to double check the confirmation once it arrives to ensure that all information is indeed correct and to advise them if anything is found that was not booked properlyAs stated in your submission to the Revdex.com you did receive the confirmation e-mail on the date that the reservation was madeAs this process did not occur Cruise America had no knowledge that there was an issue with the booking until they were contacted approximately 1/months later.When Cruise America was advised of the booking error it was correctedHowever when changing a location the rate that the location is currently set at automatically applies to the reservationWe understood the booking error that occurred and the Reservations Agents Management was able to reduce the daily rate from $240.00/night down to $169.00/nightWhile I do understand that this resolution is not acceptable to you we must politely decline further concessions on this matterSincerely, [redacted] Customer Relations Manager

Ms. [redacted], By way of introductions my name is [redacted] and I am the Manager for the Customer Relations Department. I want to thank you for taking your time to contact my department about your recent experience with Cruise America and our Bakersfield location. Please accept my...

apologies on the delay in response from my department. I 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 manner. To address your comments about the state of the vehicle that was rented I can only apologize. The vehicles are to be prepared according to strict Cruise America standards. Should 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 satisfied. While our vehicles are rental vehicles and some wear and tear is expected and unavoidable the cleanliness issues that you experienced should not have happened. I 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 standards. I would like to touch base about the vehicle issues that you mentioned. Cruise America offers a 24/7 Travelers Assistance line to contact while you are traveling in case any such situations arise. I 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-free. However I would like to assure you that we do take your comments about the vehicle deficiencies very seriously. As we do understand that your trip was not exactly as expected I have issued a gift certificate in the amount of $175.00. This gift certificate is issued in conjunction with a refund of $563.07. This refund has been applied to Visa card ending in 8540. It is with this refund and gift certificate that I do sincerely hope that you will allow us to serve you again in the future. The gift certificate can be utilized at any of our over 120 locations throughout the United States and Canada. The certificate is transferable to another party of your choosing should you wish to do so. Unfortunately it is not transferable to a monetary refund. The certificate will be processed and mailed to you and will arrive within the next 30 days and will be valid for 2 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 representatives. Kindest Regards, [redacted] Customer Relations Manager

I am rejecting this response because:
I would like to know how the amount of $564.00 was figured. Also I am not interested in a Gift Credit or Certificate in any way.As I explained in my letter I have many more complaints about our experiencethat I did not list.The front windshield obviously had been replaced or desperately needsTo be. When washing the R.V. At a truck stop wash the water came sp[redacted]ingInto the driver's cab. Not a few drops! Pouring sp[redacted]ing through the unsealed Part of the windshield. Besides being wet, realizing we had driven with the windshield possibly crashingIn on us. Was another stressful issue dealt with.Before someone is seriously injured in the R.V. Cruise America needs to Oversee the R.V. location in Bakersfield.The locks on the outside storage compartments never stayed locked. Bouncing open whileDriving. We lost a few items on the road due to this problem. Again I will STRESS how fortunate we were not to cause an accident or be in one ourselves!I appreciate the amount credited but Do Not in any way feel it compensated Our expenses for the 14 day rental of the death trap of an R.V.