We had a horrible experience with Cruise America. Their RVs are poorly maintained and dangerous. The cover for our RV's AC came off in east Washington damaging the AC unit and rendering it useless. When we called their Traveler's Assistance same day, they told us it was too late in the day and we would have to wait until the next day to get into a repair shop. It was 4:30pm. The next morning we were advised to take the RV to a mom and pop repair shop for an assessment, but that they likely wouldn't have the part and it make take a couple days to receive the replacement. No offer of alternate accommodations. I asked if we could take it to a local Camping World in Pasco, WA. The TA representative called Camping World and scheduled an appointment for us. Let's pause here to mention their Travelers Assistance is almost exclusively outsourced to the Philippines. At Camping World, we were told the hood came off because it wasn't properly secured the last time it was serviced. Travelers Assistance wouldn't approve the repair, because of the cost, and left us stranded in east Washington with no AC, 90+ degree weather, and no guidance on what to do next. I reached out to Travelers Assistance several times throughout the day and was told they couldn't do anything without approval from a Supervisor. Conveniently, no supervisors were available. We ended up having to get a hotel for the night, because there was no way we could stay in an RV with no AC in 90+ degrees. The next morning, after connecting with 7 different front end representatives who only had the power to tell me they were waiting on a supervisor, I was able to connect with a representative who said we could take the RV about 200 miles out of our way to a hub to get a replacement. The replacement was dirty, had a cracked windshield, useless windshield wipers, a busted bathroom door and cabinets and missing panels on the refrigerator and freezer. I finally received a call from a supervisor 7 DAYS LATER. When we returned the RV and I filed a claim, their customer relations would only compensate us for the day rate of the three days we lost waiting for them to communicate. They would not compensate for expenses or lost reservations, because breakdowns only warrant a refund of the day rate, regardless of how long it takes to repair or replace. I would never rent from these guys again. They're fleet is hot garbage, their Travelers Assistance is useless, and their customer relations department (3 people) is incompetent corporate robots.
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