Review Time
The RV broke down and Cruise America did nothing to fix the situation. No replacement, no authorization for alternate travel, and days of waiting with no solution. We ended up stranded with kids and out thousands of dollars. I strongly advise others to avoid this company.
The management at the Henderson Cruise America needs training and empathy.This is a letter just I wrote to the corporate office.Beware of the Henderson CruiseAmerica management. if you want to keep your family safe don't go to this buisness for your travel needs.First of all, I’m a return customer. My family and I had such a great time with your product before we decided to come back. We are a local family, and your Henderson location is right next to our house. On July 13th, I picked up the 30ft RV from your Henderson site. After a smooth pick-up, we headed on the freeway and noticed that both mirrors were shaking so badly I couldn’t use the side mirrors for changing lanes, so I pulled over on the side of the freeway. I used a little bit of duct tape to secure both side mirrors. As we started heading up the highway, I started to feel hot air hitting my right foot coming from the engine compartment.I used duct tape and a wet yellow towel to act as a filter to lower the temperature and used a spray bottle to stop my foot from feeling the hot air. Later on as I proceeded up the mountain I heard a grinding noise and the muffler was dragging on the ground during steep climbs so I pulled over and used my strength and a dog leash to tie up the muffler. My family and I were in the middle of nowhere and there were no services available for miles. Also our fuel gauge had been acting strange during the trip. The gauge was getting stuck in the middle. I’m a 25 yr helicopter pilot and I’m used to equipment failing with no help I didn’t want to worry my family nor break our plans with our scheduled vacation. We were high up in the Colorado with very little services. On July 23rd I returned the vehicle to your Henderson Location. I explained all of the mechanical issues to the Cruise American staff and that’s when the disrespect started. I received no apology, no accountability, and the manager on duty didn’t even come out to talk to me.I experienced multiple mechanical failures I was able to adapt to and still keep my family’s trip on schedule. These family trips only happen once a year.I have pictures and videos of all of the mechanical issues. I’m not looking for money, and I’m not looking to hurt my neighboring business. I just want some accountability. I want to understand why my family and I could be sent in an RV with such hazardous defectives.On July 23rd, when I returned the RV, I was offered$139.00 with no apology, and the manager didn’t even come out to talk to me. I admit I got mad and stormed out of the building. I just spent 9 days in an RV that I had to fix on the side of the road or freeway.
The management at the Henderson Cruise America needs training and empathy.This is a letter just I wrote to the corporate office.Beware of the Henderson CruiseAmerica management. if you want to keep your family safe don't go to this buisness for your travel needs.First of all, I’m a return customer. My family and I had such a great time with your product before we decided to come back. We are a local family, and your Henderson location is right next to our house. On July 13th, I picked up the 30ft RV from your Henderson site. After a smooth pick-up, we headed on the freeway and noticed that both mirrors were shaking so badly I couldn’t use the side mirrors for changing lanes, so I pulled over on the side of the freeway. I used a little bit of duct tape to secure both side mirrors. As we started heading up the highway, I started to feel hot air hitting my right foot coming from the engine compartment.I used duct tape and a wet yellow towel to act as a filter to lower the temperature and used a spray bottle to stop my foot from feeling the hot air. Later on as I proceeded up the mountain I heard a grinding noise and the muffler was dragging on the ground during steep climbs so I pulled over and used my strength and a dog leash to tie up the muffler. My family and I were in the middle of nowhere and there were no services available for miles. Also our fuel gauge had been acting strange during the trip. The gauge was getting stuck in the middle. I’m a 25 yr helicopter pilot and I’m used to equipment failing with no help I didn’t want to worry my family nor break our plans with our scheduled vacation. We were high up in the Colorado with very little services. On July 23rd I returned the vehicle to your Henderson Location. I explained all of the mechanical issues to the Cruise American staff and that’s when the disrespect started. I received no apology, no accountability, and the manager on duty didn’t even come out to talk to me.I experienced multiple mechanical failures I was able to adapt to and still keep my family’s trip on schedule. These family trips only happen once a year.I have pictures and videos of all of the mechanical issues. I’m not looking for money, and I’m not looking to hurt my neighboring business. I just want some accountability. I want to understand why my family and I could be sent in an RV with such hazardous defectives.On July 23rd, when I returned the RV, I was offered$139.00 with no apology, and the manager didn’t even come out to talk to me. I admit I got mad and stormed out of the building. I just spent 9 days in an RV that I had to fix on the side of the road or freeway.
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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