"first call excellent clarification call…"

first call excellent clarification call on questions--second call smooth booking.

second rental this summer

"Mauvaise expérience"

Large RV Cruise America C30 loué en juillet 2024 avec 122.000 miles au compteur:
Porte d'entrée très difficile à ouvrir.
Fenêtres défaillantes.
Abîmé a l'intérieur de manière générale.
Réceptionné avec un impact dans la vitre avant face au conducteur: le service d'assistance n'a pas voulu remplacer la vitre.
Les draps sont trop petits pour les 2 grands lits.
Le frein à main est inefficace (trop usé?).
Si c'était à refaire, j'opterais pour un autre opérateur

"Easy to book and easy to change booking"

Easy to book and easy to change the booking. Great customer service.

"Very fast and helpful."

Very fast and helpful.

"Old and dirty vehicles "

We hired an RV from the Seattle branch in June for 2 weeks. On pick up the RV brought out for us was to say the least old and shabby and there was an overpowering smell of bleach which lasted a couple of days and we asked if they had anything newer ( all the other vehicles were pretty new) The answer was NO and we were told all their vehicles were no older than 4 years. When we returned home we searched on line and it was at least 6 years old. It had a CD player in it and there were no USB charging points either. It was very dirty inside. The fridge had mould around the seal. The floor was filthy and had not seen a mop in a long time. Things were falling off inside and needed attention. We were very disappointed. We completed the handover and set off. By the way we didn’t have the bedding and kitchen packages we bought all we needed from Walmart and saved over a hundred dollars and then donated it all to a thrift shop down the road when we returned the vehicle.
We had only travelled a few hundred yards and we had to stop at traffic light and the brakes were very slow to kick in. Also on the dash a red light was showing. We headed back to the depot to report it. Hubby was not happy with it and told them so. They looked at the brakes and said they were ok and the light was a service light and would also be fine. In the handbook the light explains it as something different though 🤷‍♀️ In the UK you would never be given a rental vehicle with a red light showing.
My husband didn’t want take the vehicle and after some research into cancelling and trying to get on our trip with other options at short notice we had no choice but to take the RV. The manger was an arrogant man who had no customer service skills at all!
We spent over an hour cleaning it before we could put any stuff away.
Next day we set off and went to fill up with fuel and discovered it was coming out from under the van. We phoned assistance and were told no one would be able to come out as it was Sunday. The fuel pipe had come off and we were stranded on the first day of our trip! To cut a long story short hubby walked to find a store to buy the stuff to fix it himself and we were on our way at last.
Over the next 2 weeks we had a couple of problems - waste water leaking so the tank was empty when we came to dump the sewage so had to fill up the tank with fresh water first. Inconvenient but nothing to spoil things.
We had a great time non the less and it was time to hand it back at the depot. We were greeted by a mechanic who knew about the fuel pipe and told us the RV was going out again later that day 🤷‍♀️ Back in reception we were greeted by the frosty faced staff who made our bill out and my husband handed over the bills for the lost fuel and parts he had bought. They didn’t want to know. Take it up with customer services he was told. We had been given a refund of $75
I’d like to know how much they saved getting a mechanic out on a Sunday morning to fix the fuel pipe! More than $75 I can assume!
This is the second time we have rented from Cruise America and it will be the last. Road Bear next time for us.

"Very kind.We had an unexpected death in…"

Very kind.We had an unexpected death in the family 3000 miles away. We were able to cancel our reservation and, even, receive our deposit back. Thank you so much!

"Avoid, poor customer service, shoddy RVs"

I picked up an RV from Downey, LA for a 7 night rental. The guys on site were pleasant enough at pickup although I felt they were a little too keen to refer me to the orientation video rather than answer questions. We were told the kitchen pack we ordered wasn't available so we had that struck off our bill but then had to go to Walmart to buy stuff - something for which we didn't really have time, so that was a bit annoying.

The vehicle was pretty old and tatty (it had done nearly 100,000 miles) and plenty of things were broken or didn't work. Here's a full list:
• There was significant litter underneath the bench seat
• The lower two fridge shelf notches were broken which meant that the lower shelf could not be used - we only found this out as it collapsed and spread some of our food onto the floor.
• Above the couch one of the closet doors had screws which fell out of their hinges resulting in the closet door nearly coming off
• 2 out of the 3 power points didn’t work (neither the USB or regular sockets)
• The cover for the heating control came off, exposing dangerous wiring
• One of the screws on the side door latch mechanism rattled itself loose preventing the door from being closed – I had to fix this
• The propane valve was faulty – 2 different gas station personnel could not connect to it. To be fair, we were not charged for not topping up the propane tank as a result of this
• The city water connection leaked into the rear storage compartment from the inside
• There were broken curtain rings across the cab sleeping area
• The lower cab fabric screen had screws pulled out so couldn’t be properly secured
• The Blk waste indicator was faulty – it gave continuous false ‘full’ readings, even immediately after having been emptied
• The fridge never switched to electricity

None of these things were show-stoppers and I probably wouldn't have made a big fuss were it not for the way the return was mis-handled. The vehicle was inspected and (rather hurriedly without any discussion or forewarning) the invoice was generated and seemingly the refund was processed including the housekeeping fee. When I saw this I then questioned it with the people on site, we had a brief discussion where I argued that it was as reasonably clean as could be expected and that it hadn't been that clean to start with, they then re-inspected the vehicle and agreed to take the fee off. They then generated a second invoice without the housekeeping fee and printed it off for me as proof that this charge had been removed. When I asked if the correct refund had gone back on my card, I was told yes. This was not the case - as I found out a few days later once back home when I saw my credit card statement, they refunded me with the housekeeping charge still on there.

In summary the vehicle wasn't in great condition to begin with - it wasn't overly dirty but it was definitely old and tatty- then to be told 'you haven't cleaned it properly, here's a $50 charge' felt a bit rich, when we had cleaned it - as much as could be expected given we're living out of an RV. You don't clean a hotel room when you check out so why would they expect returning RVs to be in the same condition as when they sent them out, that's an illogical starting position.

Now back home several thousand miles away I emailed the billings team attaching a picture of my printed invoice, and even with this document they stated that the charge was valid - and told me to speak to Customer Relations. So I contacted Customer relations and at the point of writing this review some 8 days later have yet to hear anything from them. I have now referred the matter to my credit card company who have refunded me and raised a dispute with Cruise America.

From reading other reviews on TrustPilot I feel like we got away lightly to be honest but I'd warn people that these branches are franchises and therefore I guess may vary wildly in terms of vehicle condition and pickup/return experience. What's not a franchise is the Customer Relations team who thus far have not even acknowledged my issue which is very poor behaviour. Perhaps this 1-star review will get their attention.

Think carefully before booking an RV with Cruise America.

"Everyone should be more like Robbie"

I had the pleasure of speaking with Robbie Sinteral. He was extremely knowledgeable and very pleasant! I called to add a few more days to our reservation but to my surprise Robbie noticed I did not have a discount. He was able to save me almost $500. I was able to add the extra days for the same amount I originally had!! THANK YOU ROBBIE!!!!

"Zelfs één ster is teveel voor dit bedrijf"

Zelfs één ster is teveel voor dit bedrijf.
Wij hebben nu twee keer een camper gehuurd bij dit bedrijf en gaan dat nooit meer doen.
- Eerste keer: zeer slecht bed die helemaal was doorgelegen. (Cruise Canada)
- Tweede keer: in verband met een gecancelde vlucht (door luchtvaartmaatschappij) moest de verhuurperiode verschoven worden. Dat zou geen probleem zijn volgens Cruise America (telefonisch afgestemd).
Bij aankomst bij Cruise America voor pick up, stond de reservering niet in het systeem, omdat ze intern niet hebben gecommuniceerd m.b.t. de verplaatste pick up en drop off. We hebben steeds ons best gedaan om de camper ook langer te huren, maar we werden van het kastje naar de muur gestuurd. Toen kon het weer wel, toen weer niet.
Bureaucratisch bedrijf, slechte communicatie, slechte organisatie, heel slecht in klantvriendelijkheid/service!!

"Great experience"

Kristopher Iverson was very helpful and thorough in helping set up our rental. Unfortunately we had to cancel our trip due to unforeseen circumstance