Cruise America

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CLOSED NOW - Opens atTomorrow 9:00am

Terrible, terrible company and terrible customer service. We arrived to collect our vehicle and the first thing that struck me is that in spite of a Cook County mask mandate due to Covid absolutely no one there was wearing a mask. Not the receptionist and not the cleaning staff or technician who were all inside our rental RV without masks, against Illinois and Cook County law.

So we get to the location and wait 30 minutes for the receptionist to even process us and the paperwork. Finally she says we’re ready for the walkthrough. We go outside and the technician is literally removing all the tires from our rv and replacing them. When asked about wait time the receptionist just walked away from us rudely without answering and the technician was super angry and rude with us. We are waiting HOURS to pick up the rv they said was ready.

We asked if we could get a different one, both because of the wait and because I was then getting nervous about mechanical issues with that one considering how much work they felt necessary to put in. We were told it is the only one available. Meanwhile, there are literally 40-50 other rv’a in their parking lot. The rv itself is old and dirty.

These people are awful. I have never seen such terrible customer service. They really do not care about you or your experience because their business model is based on renting to you just one time. They obviously have no desire for repeat business.

I’m not sure if that is the case with all cruise America locations or if just this one is badly managed, but please, please listen and do not rent from this location for sure. It’s an awful experience and terrible to pay a couple thousand dollars to get treated like a piece of trash

RUDE AND VERY UNPROFESSIONAL - GO ELSEWHERE!

Please read my review to the end as I'm posting to save people the time and hassle.

I drove an hour to this business today in the hope of checking out some RVs, clarifying a few questions and leaving a sizable deposit with them. I was looking to hire 4 - yes 4 - large RVs for a family reunion at the end of the year. I have family coming in from Australia so the responsibility of booking all the RVs and having everything organized was on me.

I walked in on Monday morning - there were two representatives behind the counter and they had just finished with a customer ahead of me. The store was empty. I stood there for a few minutes when I was asked: "Are you to pick up?" - that was my greeting. I explained I was here to make some inquiries about hiring an RV. My response...

"I don't have time this morning for inquiries".

Word for word.

I then asked: "uhhh...ok. Do you have a price list or some information I can take home to read?"

Her response: "I told you, I don't have time this morning. We're really busy". Then her co-worker parroted the same thing: "We don't have time this morning". Then he added: "we're busy - you can go online or come back later in the week". That was it. My wife said: "you've just lost a customer" and we walked out the door kinda shocked. I then decided to go back in and ask their names for the purpose of writing to the company. When I walked back in I asked: "Can I have your names?" and they both ignored me. When I insisted he told me his name was BRIAN. His co-worker was KRYSTAL. And then he asked me for mine. I gave him my first name and he asked for my last name and...wait for the reason: "SO I CAN CANCEL ANY FUTURE RESERVATION YOU MAY MAKE WITH THE COMPANY" - unreal. He then told me to leave the store and insisted that he had been polite and friendly with me during our entire transaction.

I am a very reasonable and understanding guy - if they were polite and friendly and took the time to be professional and explain that they were really busy but would be happy to give me their phone number or email (or take mine) and make contact with me later, then I would have been fine with that. I also can't believe they do not have flyers or price lists readily available.

If only they knew I was there to rent 4 RVs, over 3 weeks with the intention of driving 4000 miles to the Grand Canyon. Hahahaha you lose!!!!

Manager has the worst attitude and curses at his employees in front of guests. No professionalism no kindness DO NOT GO HERE!!

Very difficult to work with. Very bureaucratic, not flexible, not helpful. Find somewhere else to go.

If it was possible I'd give this place 0 stars. Unprofessional and rude. After renting a RV for a weekend camping trip that costed me $1200 they charged me an additional $411 and took my deposit of $500 for "dents in the hood" there were no dents! It was just dirty. I asked for them to clean the RV first before determining if there were dents and they refused. This place is a scam and fraud. I am taking further actions to get my money back. I advise everyone to take your business and money somewhere else that is professional.

I was a newbie to this whole RV rental thing, and chose Cruise America on the recommendation of a friend. I must say I was impressed! I assumed the rental process would be long and tedious, but their setup made it even easier than renting a U-Haul.



While browsing reviews online, I read plenty of horror stories about cancelled vacations due to RV's not being pickup-ready at the right time. Cruise America didn't slack at all in this category, in fact my RV was ready when I showed up hours earlier than my scheduled time. It was completely clean, even dust-free as if a maid service had just came through before I showed up (important for me because of allergies)! Everything was in great working order, and the staff was polite enough to answer all of my newbie questions patiently without getting irritated. I was even given traveling recommendations for the area I was going to, which helped me out alot.



My week-long in their RV was wonderful, I felt like I was in a nice mobile hotel the entire time. Only thing missing was the room service! I truly can't think of a single complaint (and I'm usually pretty good at doing so). Upon my return, I fully expected a lengthy process while they checked out every inch of the RV and tried to charge me for blemishes, but again I was pleasantly surprised. I was in and out of there very quickly, with not a problem to speak of. And one of the best parts: I was able to get back to the airport within minutes because of how conveniently located Cruise America is. My only regret is that I don't live in Illinoise, and so am unable to take advantage of this company's services more often. But thanks to Cruise America, I'm probably an RV'er for life!