Complaint Review: cruise america

I am writing to report a series of issues I encountered with your RV rental service during my recent trip to the United States. I am a resident of Brazil and traveled with my family, including my wife and my daughter, who turned one year old during the trip. The purpose of the trip was to celebrate my daughter's birthday, but our experience with the RV rental was extremely disappointing.

Firstly, upon arriving at your company on the scheduled day for vehicle pick-up, I was surprised to learn that I needed to have made an appointment for the pick-up. We had just arrived from a 12-hour flight from São Paulo to Los Angeles, extremely tired, and upon arriving at 10 a.m., I was informed that I needed to have scheduled a time slot beforehand. Since this was not done, we were placed on a waiting list, and the vehicle pick-up was delayed until after 2 p.m. on a Sunday.

I consider this procedure flawed because the need for a scheduled pick-up time should be clearly communicated at the time of booking and should allow scheduling through the website. Additionally, the lack of consideration for my tired daughter, an 11-month-old baby, was very frustrating.

Another point to highlight was the customer service received. The employee who attended to us was eating lunch while providing service, which I find extremely disrespectful. The vehicle pick-up, which was supposed to occur at 2 p.m., was only actually completed at 3 p.m. Despite this, we were treated unequally as other families were served and released before us, even though they had not scheduled a pick-up time.

Upon receiving the motorhome, we encountered a series of issues: the hoses were damaged, missing seals, and had to be replaced. The motorhome was dirty, with a lot of dust, the dining table could not be used as a bed, and various cabinets had damaged doors. These problems should have been addressed before delivering the vehicle.

The experience with the motorhome rental was very frustrating and stressful, especially as it was such a special and anticipated moment for my family. We expected a quality service that would provide us with peace of mind and comfort, but what we received was the opposite.

I request that your company take appropriate measures to prevent other customers from going through the same situation.