Cruise America RV Rental and Sales - Dundee Township, Illinois

TrinPin B.

Absolutely abysmal customer service. A fun trip to Arizona was turned into a nightmare.

To make a long story relatively short, my family and I rented an RV from cruise America in order to visit some family in Arizona. We were given the whole spiel about cleaning fees and the $3000 fee charge if the RV is not returned to the proper location. We booked the RV for nine days. After setting off on our very long trek (27 hours) at about 4:30AM on Dec 27th, we got about 12 hours in and the RV breaks down. At this point it was roughly 6:30PM accounting for stopping and all of that. We broke down in Oklahoma, the RV stopped accelerating and thankfully we were able to get to the side of the interstate. In all cases of emergency with this company you are supposed to call their 24 hour customer service line. Well I called them, and I was on hold for 45 minutes without speaking to a representative. I called back and another 30 minutes went by and no answer. I had another member of my travel party call and another 30 went by with no response. All of this is going on while the RV is on the side of the road in the middle of the winter. There were also other members of our party calling other road side assistance services that were unable to do anything as it is a rented vehicle. Well, here is where the real nightmare starts, our RV got hit by a passing semi truck. We are so thankful that no one was injured. We call the police and they get there and help us figure everything out. But we have received absolutely no compensation. NO refund. NOTHING. And Lance went so far as to call us unreasonable for expecting to get help from their emergency services. This place is a scam and I hope that no one ever experiences the nightmare that my family experienced. Lance (the owner) is a complete scam artist and an incompetent liar. He is so rude, and inconsiderate. I have filed a formal complaint with the BBB (Better Business Bureau).

Please never rent from this company. They are horrible.

Nick H.

Awful customer service and employees. Picked up an RV from online reservation with Cruise America. Showed up excited for a calling trip with my dad and son for Father’s Day. Was greeted by the bald owner/employee who got done telling a family with three kids they could use the washroom because they don’t have running water. In a business. This man was completely rude, unprofessional and nasty during our entire interaction and walkthrough. He made sure to explain all the ways they could nickel and dime you along the way and upon return. In short, the tv had to be returned in perfect condition inside/out. Fine, reasonable, understood. We left with a sour taste in our mouth. The rest of the trip and RV was amazing. Until it came time to return the RV after the weekend. We spent probably two hours cleaning and ensuring the RV was in pristine condition both inside and out to avoid the $250 charge. I pulled the RV in and the bald guy immediately said “so your ok with paying the cleaning fee?”. I truly had no idea what he was talking about by just watching it pull in. Well turns out there was dirt splashed up on the wheel well and bottom while going through construction from the cleaning. I explained this and he told me I had to take care of it. I asked if they had running water and he stated no (was hoping I could rinse it off easily). I then asked where the closest wash is and he could not offer me any suggestions and I’m sure this wasn’t the first time. I drove around for an hour to find a place to rinse it. Once I did it took a total of 2 mins, so that’s how minimal the dirt was. Pretty much this retailer is setting you up to fail and has no care about the customer or helping. Avoid this place at all costs, rent from another location. You’ve been warned….

Patrick O.

This has been the worst experience of my life.
I rented an RV from the East Dundee location in Illinois. My RV broke down after 900 miles in the middle of Oklahoma. We tried to contact the company, as they told us to do and we were on hold for 1.5 hours in the cold. While we waited a truck hit our broken down RV on the side of road, and there were still no answers from anyone within the company. They refuse to refund the RV and threaten to charge the $3000 late fee. Never rent from this company they are scammers!

Laura

We rented an rv last summer and everything went great! Lance is very knowledgeable and helpful, he takes his time to answer every single question we had. Today we purchased from them, and couldn’t be happier with the service we received. Ryan is very nice and went above and beyond for us. We had a great experience, and I highly recommend them for rv rental and sales!

SoYoung K.

It was our family's first RV trip for 9 days and we had a great experience with Cruise America and it's staff. The staff was very kind and informative. He took time to explain how everything works since we don't have any experience. On return, the process was very smooth and quick as we followed their detailed instructions. We definitely go back again in the future!

Scott S.

With the rude man/child they have running this place I’m surprised they have over 1 star. Don’t go here. It’s not worth the hassle. I would pay double to not deal with this place.

Brian T.

These guys are great! We are always so pleased with the service we receive from this business. They go above and beyond to make sure we have all the information we need every year when we come back to rent an RV!

Andrea R.

Be very very careful with this place, especially if you’re a first time RV’er. They are not up front about the fees, or issues to expect to have with the RV. They don’t tell you that the shower can only be turned on to rinse your body and that then you’re supposed to turn it off to soap up and then turn it back on to rinse. The reason for this is because the water does not stay hot for more than about two minutes. I am not exaggerating. This information would’ve been helpful to know since we are a family of 5 with young kids.

Also, the door lock broke after only about three days into our trip. Very dangerous. We did not break it. The screws simply came loose. Make sure you bring a full tools set with you.

They allow for absolutely no wear and tear on the vehicle. They nickle and dime for every. single. little. thing. Please do yourself a favor and buy the extra insurance!

About cleaning, they mean it. You need to return it back absolutely spotless, even more clean than when you got it. Inside and out. Thankfully we didn’t get hit with the cleaning fee because I read the previous reviews. Remember that you need to go to a truck car wash for the outside. There’s one about five minutes away from the rental facility that they will refer you to. It costs $120 and takes about an hour and a half. You need to plan that in to return it in time. The website said they would be open until 1pm on Saturdays, but Lance decided to close at 11 and did not tell us! I was able to get him on the phone and begged him to stay a little longer. He said he would try, but that if he wasn’t there by the time we got there that he would charge us for another two overnights. When asked him how he could do that being that we had no way of knowing that he was closing early, in so many words he told me he could and to read the contract. Thankfully, the car was almost done being cleaned and so we did get it back to him before he left.

They hold all the cards and don’t care about the customer. They are not up front from the beginning, but they will slam you with everything they can in the end. Never again.