Cruise America Complaint - Avoid Cruise America
MESA, ARIZONA -- I would not recommend renting an RV from Cruise America. The RV we rented was not properly maintained. The wheel studs sheared off during our drive cross country creating a unsafe situation. We were fortunate not be involved in an accident. The travel assistance that Cruise America offers is very disorganized and not very helpful. The travel assistance staff wanted us to drive the vehicle in its unsafe condition to a Cruise America rental office that was 30 miles away. When we refused, the representative sent out a tow truck the following day. There was not an apology or concern about the loss of time to our vacation. When the tow truck driver refused to tow it due to safety concerns, the travel assistance supervisor had to be pressured into offering us a replacement vehicle. It took a full day to receive the new vehicle which was an older model than we had rented. It had smaller storage space and it did accommodate all of our storage needs. When we complained we were told there was no option and nothing they can do. The travel assistance staff was not very helpful and not forthcoming with full information. Upon return of the RV, the rental company did credit us for the down time that we had. However, we were not informed this would be the case by the corporate office. Each time we called the 1-800 number, we were placed on hold, we had to leave our information and then wait for a representative to call us back. At times we had to call several times to find out information regarding a replacement vehicle. We had to argue in order to get permission for a rental car while a replacement vehicle was being sent to us. The new RV did not have the registration, insurance information, or rental manual. After receiving the replacement RV, a representative did not call to make sure we received the replacement RV. We rented from a national company because they advertised nationwide roadside assistance and their roadside assistance was poor at best. Both RV’s were in disrepair including: AC vents were broken, draws and cabinets did not remain closed during driving, outside storage units did not lock properly, screws were falling out of the bench seats, the refrigerator was missing shelves and storage compartments, the digital display on the refrigerator was broken, the indoor under the bed storage compartment was broken, the side windows did not close properly, and gas mileage was far below advertised mileage. The local rental agent was far more accommodating and was concerned about the safety of the vehicle. But if you rent an RV and have any problems, the corporate services are poor and the vehicles are not well maintained.