As a family of 4 from Germany we rented an RV from Cruise America (CA) in San Francisco for a 4-week tour around some national parks in the western/southwestern USA in April. The RV was unsafe, run down, and poorly maintained. Four major appliances didn’t work (fridge, stove, shower and heater). Other features that were compromised or didn’t work included back-up sensor, screen door and door lock, windscreen wipers, lights and toilet door. Three times during our trip we had to either go out of our way or make a special stop at our additional expense, as we followed CA’s instructions to ‘fix’ some of the problems. We found CA’s “customer service” and communication around the issues we experienced to be lacklustre at best. Managers conveniently were never available to speak with us, and we were passed from one person to another as we tried to resolve the RV’s many issues. Because we lost time on our rental in order to ‘fix’ the numerous issues, CA’s own policies stated we would be due a partial refund. But it took MONTHS of wrangling with CA, involving the Better Business Bureau and many emails, before we eventually received a nominal refund that did not at all cover our additional expenses.This whole experience left a very sour taste in our mouths and marred a trip we had been planning for over a year. If you’re wanting to rent an RV in the USA, we STRONGLY recommend that you stay far away from Cruise America.Added comment after reply from CA: Typical response from CA when you read through other responses from the company (probably AI generated) after customers give one star ratings - lots of apologies and promise to improve service, but nothing changes. The resolution you said you ultimately offered was another example of twisting the truth from your side (we've been told that we would get compensated adequately for all expenses, time and troubles). We encountered a substantial financial loss that did not at all cover our additional expenses (throwing spoiled food away, expenses for gas to detour to places to get repairs done ) as well as time wasted and only got a marginal refund at the end after months of wrangling with different departments and people of your company. No CA, you can't change what happened, but you could at least compensate expenses your policies and representatives on the phone promised, but you never did. To give your company one star is even exaggerating!
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