"Great Experience"

Great Experience

"Complain of the unprofessional service and overcharge"

I am writing today to complain of the unprofessional service we received from Cruise America-East Dundee location at: 895 Richardson rd., East Dundee IL 60118 on July 22, 2023.

I’m going to try to explain everything from the beginning so you can understand what my family and I went through last Saturday before we started our family vacation. Every year for the last 10 years we have been renting an RV from Cruise America to go to the EAA Oshkosh Airventure Show, that I am a member of. For the last two years we have been renting from the East Dundee location, because we keep getting better deals on line. We know the drill, we know your policies and we always return our vehicles back the way they were, and sometimes even better and cleaner. Last year our family and two more of our friends rented from the same location and we were over charged for cleaning fees when we returned them even if the RVs were spotless. After emailing your customer care and sending pictures of proof, the fee was removed from our final bill. I guess your representative/owner at East Dundee did not like that and held it against us this year by waiting till the last minute to tell us they would not give us a vehicle, and jeopardize our vacation!

Last Friday, July 21st, we called and left a message, to schedule an appointment for pick up and never got a response. Next morning Saturday the 22nd when I called the location at 10:30 AM to ask what time we can pick up our reservation they told us that they were getting ready to close in 45 minutes. We were gonna lose our reservation and they also told us that they called us and left a message, which they never did. Me and my wife jumped in the car right away and were there (27 miles) in 20 minutes. When we got there the front office was locked and after asking an employee on the lot about who to talk to regarding our reservation, he took our credit card and drivers license and went inside to the locked office to start the paperwork. 10 minutes later, he came out and he told us that his boss told him to tell us that he is refusing to give a rental and he “does not want our business” due to that incident that happened last year regarding the fee for the RV wash, and to go somewhere else. Keep in mind that it was Saturday and 12 o’clock, and we are aware that all of your locations close down at 1 o’clock and don’t open again till Monday. Also remint him that our reservation was made since April with a down payment, EAA and campground tickets were prepaid too.

We called your corporate office and after three calls with different people we finally got help from Jose and they found us a new RV from a different location in Franklin Park.

Jose told me to just go pick up the RV and they would honor the price from the original rental. I also told him that I want to add an extra day and he say that that’s ok and that he’s on top of our situation, we just needed to get to the new location as soon as possible before they close. They will honor our original rates and they will also give us free miles complementary, for or all trouble caused. I also told Jose to talk with his manager if it’s possible, it will be better to compensate for the trouble with the free miles and the extra day that we requested. Jose was very helpful and he went above and beyond to help us out and we really thank him.

Upon our return that location did not honor our original price from the booking and they told us to call corporate. When we called corporate they told us that they cannot help us and that we have to go back to the location so they can fix a price.

So here we are sending you an email regarding our reservation which originally was for $209 per day and we got charged $390 per day plus extra fees (MPEA tax?), which they don’t do in East Dundee.

I was not expected to pay that much. We’ve been overcharged per day, and we never received the compensation for the extra day and for the miles, I would like to speak to the manager. Please call us back and let us know what we’re supposed to do. For situation awareness will send also this email to BBB, East Dundee fb community page, to EAA web site and AirVenture fb community page.

As it stands Cruise America at East Dundee location lost our business for ever! We hope to remedy this so that we can return and continue to be loyal repeat customers.

I look forward to hearing from you.


Thank you

"DO NOT DO BUSINESS HERE!!!!"

DO NOT DO BUSINESS WITH THESE PEOPLE!!!! The RV I received was not cleaned, the water tank was not full, and the AC didn't work. We were using this RV for a wedding in 102-degree weather with no service so this is the worst case scenario. The local office in Sherwood was unbelievably unprofessional and rude before we rented the RV, and it just kept getting worse after. They sent us documentation of a refund they will give us to try and make up for the RV not working properly and we still have not received that refund. Ken from our local office will not return my calls or give me the promised call backs and the corporate office doesn't have a "call center" so they don't take any calls, instead they will email you in 10-15 business days.

I wish I had known this before renting from them, buyer beware!! They give you a bad product and don't stand by it.

"Great Family Trip"

Great Family Trip

"Do not rent from this company"

Do not rent from this company. Worst company ever they rented me a faulty RV and they refused to refund my money. Rent from somebody else.
I also want everybody to know that there reply below is automated it shows that they care and they want you to email them and that they will help you well it’s not true after going back-and-forth in numerous times with this company this is their last and final response. They are offering me $200 from my nine night rental that was completely ruined, due to a faulty, fridge and AC
Their final email to me as follows

To Sarah,

We run our department as a flat-level management. Meaning we make decisions about compensation or determining fees as a team. There is no one person such as a supervisor or manager, who can offer you anything differently than what I have.

"Staff friendly helpful courteous.some…"

Staff friendly helpful courteous.some problems with camper but staff listened & recorded issues upon return.

"Horrible customer service"

We picked up RV 7/7/23, it broke down Friday 7/8/23 at approximate 455pm. Called 24 hour assistance number and we’re told to sleep on side of road until we can get help first thing Monday morning. Monday comes, we are told rv is driveable so there’s nothing they can do. We drive through and break down every uphill area we go through and have to park for 30+ minutes to rest the rv. After several calls we get a replacement RV 7/20/23, 12 days after it first broke down. We get told generator hours will be compensated and eventually that the whole trip will be compensated. Once RV is returned, they only gave us $200 refund and said they couldn’t compensate more than that.
Update:
They gave me an email address for customer relations and told me to email them for information on the refund but it’s been over 10 days and I haven’t heard a response. I tried calling different numbers and continue to be told the email is the only way to contact customer relations. Worst experience I’ve ever had with any rental company.

"RV Needs Repairs"

Generator kept shutting off making it nearly impossible to use
Curtain for bedroom was missing most of the hooks making it useless
Toilet paper holder was missing part to hold paper so we had to put to on shelf
Tank sensors were not working properly so we ended up dumping after first day to be safe

"The RV itself was ok. Did the job. Stocked with NOTHING"

The RV itself was ok. I rented from a competitor prior and in comparison this one fell short. You had to start the generator to use any outlets. Solar power on the competitors let you use everything without generator. This one came stocked with nothing, not even toilet paper or a blue disc for the black tank was included. Yes the other one was a couple bucks more but worth it. On to the rental experience. Showed up they got to me earlier than my schedule time “awesome”! During the walk through of the truck, either hose was not in the truck. Fuel was at less than half tank. Propane wasn’t full. Fresh water wasn’t full. Yes the young man took it back and filled propane, rounded up hoses and filled water. Fuel was still on me, no biggie. I didn’t question or check mileage. When I returned it, the gentleman checking me in told me I went 125 miles over. NO WAY! I’m ocd and double checked my mapping before I purchased 300 miles in advance. My trip is 240 miles total. That includes trips to the house to load and unload. I rented previously and done this trip so I know. That put a bad taste in my mouth. Yes, he corrected it in the system so I didn’t have to pay, but what’s really going on here?!? Then instead of putting funds on hold like most places and correcting the amount and submitting. They ran the full amount with the $500 deposit. So now I have to watch my account to make sure that gets credit in 5 days ish. He did credit my prepaid propane fill up since i barely used it. Right after he said that is when he said “you went over 125 miles”. Maybe it was just a bad day(s) but it ruined it for me and I won’t be back. Thank you.

"Excellent Customer Service"

Very kind and understanding.