Review Time
I had an accident one day before I was supposed to pick up the motorhome and had to cancel. Expected to pay but since I was in the ER with a concussion but they cancelled without charging me and refunded my $300 prepayment!! The office lady, Stephanie?, went out of her way to accommodate me. Very nice to deal with.
Warning: take extensive, clear photos of the van exterior at pick-up. We returned our RV to San Mateo after 3 weeks. The rep spotted 2no superficial scratches on the artwork, one on the rear panel, one on the passenger side. These were not obvious on the video we had taken. He told us we were welcome to go and get some local repair quotes but his estimate was $400 each. Luckily my wife slowed the video to individual frames which showed that both scratches were existing. If these are chargeable repairs, why were they not carried out before releasing the van to us or marked on the defects sheet? Or are they left there by CA to trip up the next users and grab an easy $800?We had emptied both waste water systems but had not left the valves open as proof. The rep would not let us open them in the yard so this was a $50 charge. We had recently topped up propane and the gauge indicated the required 80% but, because we didn't have a receipt to show we had done it that morning, this was another $25 minimum charge.We took the van round the corner and put $4 worth of propane in. The gauge needle didn't move but at least we had a receipt.We opened the valves then returned to the yard. This saved us that $50 penalty.We had cleared all rubbish from the van except 2 plastic bottles and a small brown paper bag. The reps assistant said that we could leave these on an adjacent bench. When the rep saw them he barked 'does that look like a garage tip area to you?'. Thats when we finally bit and picked him up on his aggressive confrontational approach. We left having dodged nearly $1000 of excess fees, feeling like criminals who had got off on a series of technicalities.Other notes - we didn't pay $75 each for personal linen kits (we didn't bring our own because we travelled from abroad). We bought what we needed in a local store for half that price. We could also have bought the kitchen gear for much less than the charged $75.The van itself was lumpy, basic, reasonably priced and fit for purpose.
We turned up before out pick up time and they were very accommodating right off the bat. There were no issues with the customer service at all they were great at pick up and drop off.The issue was more the quality of the RVWe had a water pump that didn't work unless it was plugged up to mains which was frustrating.A door frame that would shake whilst driving resulting in a consistent squeakDuring heavy rainfall one night the roof leaked.The above didn't ruin our holiday but it did make the experience less stress free and enjoyable.They also kindly deducted a small amount from our total fee for these inconveniences which was appreciated.
The whole experience was great all Cruise America personnel were very helpful and professional. My only reason for not rating a 5 star is because our unit had an AC malfunction. Renting in Arizona, you want to make sure the AC, is in good working condition.
The online chat will try to make you go to four options which means you have to then go on live chat. My experience was a wait for over 60 minutes until i got a response. If they answer and you are away and don't respond they close the chat.However if you do persevere then they are very helpful.When collecting the RV I felt that the agent rushed us and left us to figure things out.No torch in can.The plastic utensils will melt when used with frying pan.The frying pan is not NON STICK so is useless. 1 saucepan and one huge casserole pan for two people?You are not told about how to use the charging ports on the dashboard we found how to get a charge without using the engine.On booking especially overseas clients they do need to help you understand about where you can and cannot camp in national parks as it is not like Europe.
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