Cruise America review: Onsite service rep won't address unacceptable/unsafe rv rental condition

Primary reason for complaint submission is that Cruise America acknowledge that they 'should' have done something but they didn't because WE failed to call in their customer service line AFTER the vehicle was rented.

Our complaint is based on the fact that the Cruise America facility LET the vehicle to be rented off of the lot in the condition it was in because they were busy.

First, the issues (pictures available):

1) Overall cleanliness: During our walk around the vehicle prior to pickup, your staff member said, "Whooy, sorry about the mess. Hope you can bring it back better than this." She was super friendly and kind but you could tell she couldn't hide the fact that the RV wasn't to their standards

2) Sewer hose in the rear storage: During the same walk, we were informed the sewer hose did not fit in the undercarriage. The sewer hose was therefore stored in the same compartment that the water hose was in (which we moved after the rental). Health violation?

3) Rusted metal moldings throughout the interior, bolts/screws/nails/sticking out of the middle of the floor, screws loose on the screen door hinge (door rattled through our 10 day vacation), and screen door latch didn't work. Potential health hazard if injured on mentioned rusted material

4) Biggest concern: Raised up metal trimming around the entry/exit steps: The trims were lifted up enough that a little toe can go under it. If this happened to be a building, this would never pass by the fire department as it creates tripping hazard during an emergency, e.g. fire or alarm in the dark of the night, with two kids.

Our rental vehicle was brought out, next to the roadside curb, outside of the Cruise America's fenced in property (this is important). Upon walking around, in and out of the vehicle (after noticing the above issues) and given the rental keys, my wife and I thought about it and decided it would be a good idea to bring this up and potentially request a change. We weren't upset or angry at the time and considered it a reasonable approach with the staff member.

We brought this up with the staff member who kindly let us know that they are completely booked out for the day (due to the July 4th week rentals). We were hoping that they would consider renting us the next one in line and have the time to work on our RV before the next renters.

This is when I asked for the manager and things got out of hand. When we requested the manager, G. Zach Simmons, at first he kindly said that there is no way we can swap the one out for us as they were completely booked out. I asked what the options are and he said we can contact the Cruise America corporate line for assistance. We told Mr. Simmons that we might consider cancelling given the condition of the rental and that we hope to get a full refund. Mr. Simmons told us that there is no way Cruise America will give us a full refund and he knew exactly what the corporate line was going to say.

We told him, "ok, hang on and let me make the call and see what they'll say." This is when Mr. Simmons told us, "ok, please make the call, but in the meantime, we will take our rental, put it back into rotation for the next customer." He continued saying, "we are busy, all RVs are rented out, and don't have time to prepare for the next appointment."

A little side note, we came in early that morning in anticipation to get out and start the vacation early as possible. When Mr. Simmons said that, we were actually the next renters with the appointment (and we were the only ones in the office at the time).

It was coercive, as I asked to hold on until we make the call and he said we can't do that as they don't have time to wait. I was floored as I thought the rental was only final after our walkaround of the vehicle and determined that everything is in working order or acceptable to the renter. He basically wouldn't let us make the call with the threat that they'll take the vehicle, put it back into rotation, and we'd have to rent a completely new vehicle going through a new rental process, without any conversation with the Corporate Service. Which meant that not only we won't get a full refund, and will need to try to reschedule our vacation as they "don't have any vehicles available at this time."

At one point in time, I said to Mr. Simmons if he wanted to come out and take a look at what we are talking about, to which he said, "No way. No time." So we went back and forth, until Mr. Simmons basically said, "Look, you have the keys, the RV is outside of the property, you can deal with Corporate Cruise America and raise your concerns."

We basically didn't have any choice but get pushed out of the Rental center. While we were leaving, Mr. Simmons with a smirk yelled to us, "Have a great trip!" We took it, tried our best not to think about it but left a bad taste in our experience. Third time renting...never again.

We consider ourselves to be great customers, taking care of the vehicle during the trip, checking oil every time we fuel, and returning the vehicle in clean condition above and beyond standard. On multiple occasions in the past, including this one, we were told by the staff member checking-in the vehicle that we did not need to have done all the cleaning we did, i.e. wiping all surfaces, vacuum cleaning the floors etc. You see, we as a customer think we also have our part in this, as you'd expect with their rules and regulations. We don't think Cruise America met their own rules and regulations.

We have brought this up with Cruise America following the completion of our vacation. With few emails they offered 5% discount, and then 10% discount of the overall cost. We did not accept this (email chain available). What I asked was to know with Cruise America what governmental body enforces renters rights, up until when do they have those rights (for example for a full refund), and who regulates the safety standards in a RV rental. Cruise America stopped responding to my email after I refused to accept the 10% discount.

We can't accept the business practice of renting out vehicles in unsafe or unacceptable condition, only to expect the customers to deal with the corporate service office.

View 0 more photos