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Review 7/6/2010
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Stay away from Cruise America Upland- they provide horrendous customer service, the RV is filthy, and their business ethics are immoral!
My family and I scheduled a camping trip this 4th of July and because of Cruise America's positive reputation for RV rentals, we reserved through the Upland office. The experience was awful from the start. Our pick-up appointment was scheduled for 1:30 p.m. We arrived 15 minutes till. The lady at the desk, Ms. Emily Mohs, greeted and said to hold on.
Another customer arrived and began being helped. Through the conversation, it was discovered that the gentleman asking questions had an appointment for 2 p.m. My husband said: "All due respect, but I was here first." Ms. Mohs stated that she would help him at 1:30 pm, his appointment time. My husband tried to explain that it is not appropriate customer service to help the 2 pm gentleman before the 1:30 client. Ms. Mohs said that "if my husband would like, she could give our designated RV to the 2 pm appointment and he could wait even longer."
My husband simply waited since we had already scheduled the trip and had no choice but to continue with this company.
Ms. Mohs then instructed my husband to walk around the vehicle (without a Cruise America employee present) to document any damages he saw. He did so.
The employee did not go through many important directions such as the dumping process, the need to have the fridge level in order to work properly. Luckily, our family is familiar with RV details and all went smoothly, but if this had been a first time experience, the employee did not provide adequate direction on the RV operating details.
The RV was filthy and I cleaned the floor so my 15 month old didn't turn black from dirt (no exaggeration) by being on the ground. The dust was horrific as well. Sticky stuff was under the cushions, which we cleaned up.
We returned the RV during non-operating hours and didn't know whether to drop the keys in the Budget Key box as this process was not explained and we were unsure if Cruise America had access to the Budget key box. So I arrived at 8:40 am to check out- the office opened at 8 a.m. but the RV was not due back till later and the first call from the office was made at 8:30 a.m. Upon my arrival, 10 minutes after the call, I explained that we were unsure about the key box because nothing was said nor in the paperwork about it.
I provided my last name and Ms. Mohs asked how the trip was. I said fun, but the RV was pretty dirty when we got it. I asked how often a deep clean is done. She said all are swept and mopped. I then asked if there is a manager's name and number I could have. Ms. Mohs explained that they are all Managers and if I needed to speak to someone it would be her. I said ok, well when my husband picked up the RV, he received pretty awful customer service. I asked if it was her that assisted him? She said yes, but he was so rude. I said not at first, I explained the scenario and how such customer service should not happen. She was defensive and unprofessional. She then walked out and I asked if I should follow, she said no.
When she returned, she explained that she noticed damage on the windshield. I did not believe her and went to see. I believe she was looking for anything to charge us additional monies and as such I told her so. I took pictures of the so called damage that is literally two dots the size of a period that would not have been noticed by my husband walking around by himself to assess damage at pick-up. She purposely attempted to find something and if we had known the type of business practice this company provides, we would have first not used Cruise America, or at the very least, have gone through every piece of that RV with an employee present to not every item not up to par.
$175 more for the windshield and a lesson learned on our part.
Stay away from Cruise America Upland as long as Ms. Emily Mohs is employed there.
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