Cruise America Complaint - Bad Service - RV Rental
I wanted you to be aware of a very disappointing experience we had with Cruise America while renting an RV. The Fresno dealer literally had us drive the vehicle off the lot with a flat tire.
Here is what happened:
We reserved a 25 ft motor home from their Fresno, Ca location.
I tried calling on Thursday and Friday to confirm our reservation, but all I got was the answering machine. I left messages, but I never received a return phone call. I called the 800 number to let them know that I could not contact the dealer and that I needed to talk with someone about picking up the RV.
On Saturday, we drove from San Diego to Fresno to pick up the RV. A few miles north of Bakersfield, we called the RV dealer to let them know we were on our way. Again, there was no answer.
At this time, my family was upset that our vacation was going to be ruined. I called the 800 number to let them know of the situation. The person said she would contact the district manager to find out what was going on. She also mentioned that she would check to see if she could find another dealer nearby that we could rent from. She was very helpful throughout this ordeal.
A few minutes later the owner of the Fresno store, called and let me know that he was sorry about what happened and that someone should have been there. He said that there would be someone there by the time we got to the RV lot.
We arrived at the Fresno dealer at 1:45pm. After we found out which vehicle we had, I noticed that the right rear tire was flat. I pointed this out to the employee and he said it would be taken care of. After contacting service, he said he would take 2 hours before the service truck could come out to replace the tire. After I said that was too long, he contacted service again and they said I could take the RV to a tire store about 2 blocks away.
The RV was in poor condition: broken shelves, cabinet door completely removed from the hinges, an explosion of some cleaning solution in one of the drawers that was not cleaned up and a missing fire extinguisher.
Then, we had a problem with the payment due. For some reason, the computer system could not match the amount due as what I had listed on my quote and they wanted to charge me an extra $200. After about an hour working on this, the customer service person was able to get an amount due close to what I had been quoted.
We finally left the lot at 3:50pm. I drove over to the tire store where they told me that they were closing in 10 minutes and could not help me. I drove the RV back to the RV lot, where it was closed.
At about 4:15pm I called the 800 number and they said a service person would be there in about 30 minutes. The serviceman called me about 5pm and told me that he would be there in about 30 to 40 minutes. He said he had just got the call about 15 minutes ago.
The serviceman showed up around 5:30pm and worked on the tire. During this time, he was interrupted several times with personal phone calls on his cell phone, at which time, he promptly stopped working on fixing the tire and talked with his friends.
We finally were able to leave Fresno at 6pm- over 4 hours later.
After I notified the main office of this issue, they insist that the extra $200 they tried to charge me over the quoted amount and that they adjusted before the trip, was actually a credit to make up for the problems.
Do not rent an RV from this company. You will be in for some headaches.