08/13/09
Customer Relations, Cruise America Res # 370252 Ra # 24900978
Dear Customer relations representative;
I have a complaint with Cruise America and demand a refund.
Your representative in Lanham, Md. provided me with an unsanitary RV exposing me and my family to a hazardous and extremely unpleasant situation.
When I picked up the unit on Monday I was told regardless of the fact that the drain valve to the waste holding tank was closed and capped that I should trust her that it was empty and ready to go.
Being a first time renter I advised that I knew nothing about the operation.
While driving to the camp site we kept getting whiffs of sewage. I assumed that since “ they had just emptied the tank this must be normal”. The smell never went away; it just got worse. By noon the next day it was causing enough concern that I referred to the manual. I read that the RV had a panel that showed what the status of capacities were. When I checked it showed that the “black water” tank was 2/3’s full. I thought that’s curious; both Shawnte the manager and Victor the lot man claimed that they had seen to it that the unit was fully prepared for my rental. She had gone on about the reason the RV wasn’t ready on time was because the last renter had returned the unit without dumping. And that was why she had to get Victor from another location to take the RV to where he could dump it ‘cause there’s nowhere here to dump it’.
Dotty nor I could tolerate the smell of the toilet/shower so we used the camp ground’s facilities.
We did not prepare any meals because as the heat rose to 96 degrees it was so unpleasant to be inside.
By 8:00 PM I had had enough. I cranked up the a/c and generator, opened the windows and headed for home.
When I returned the unit the next day I gave the keys to a young trainee, who promptly came back in without moving the vehicle saying “ I’m not getting in there. It smells like Shiii….a sewer…..”
Then a seemingly more important manager, Joey (?) asked “did you put the chemical in it?”
I answered by asking “What chemical?…..and where is it or where does it go?”
He responded by saying nothing. He walked away; looked the unit over; saw that I did not use any propane nor fresh water; returned the vehicle with a full tank of gas and clean.
When he came back I believe I surprised him by not fighting for a refund. I only asked that he write in his handwriting on my copy verification that I had returned the RV undamaged and at that specific time. I knew that he had no grasp of the seriousness of the situation or the how his operation had jeopardized Cruise America.
I was surprised that he never offered an explanation, another vehicle, or even a simple apology.
I was not surprised that Shawnte did not say a word nor make eye contact.
Please do not procrastinate. Take this to your superior today. How you respond is critical.
08/13/09
Customer Relations, Cruise America Res # 370252 Ra # 24900978
Dear Customer relations representative;
I have a complaint with Cruise America and demand a refund.
Your representative in Lanham, Md. provided me with an unsanitary RV exposing me and my family to a hazardous and extremely unpleasant situation.
When I picked up the unit on Monday I was told regardless of the fact that the drain valve to the waste holding tank was closed and capped that I should trust her that it was empty and ready to go.
Being a first time renter I advised that I knew nothing about the operation.
While driving to the camp site we kept getting whiffs of sewage. I assumed that since “ they had just emptied the tank this must be normal”. The smell never went away; it just got worse. By noon the next day it was causing enough concern that I referred to the manual. I read that the RV had a panel that showed what the status of capacities were. When I checked it showed that the “black water” tank was 2/3’s full. I thought that’s curious; both Shawnte the manager and Victor the lot man claimed that they had seen to it that the unit was fully prepared for my rental. She had gone on about the reason the RV wasn’t ready on time was because the last renter had returned the unit without dumping. And that was why she had to get Victor from another location to take the RV to where he could dump it ‘cause there’s nowhere here to dump it’.
Dotty nor I could tolerate the smell of the toilet/shower so we used the camp ground’s facilities.
We did not prepare any meals because as the heat rose to 96 degrees it was so unpleasant to be inside.
By 8:00 PM I had had enough. I cranked up the a/c and generator, opened the windows and headed for home.
When I returned the unit the next day I gave the keys to a young trainee, who promptly came back in without moving the vehicle saying “ I’m not getting in there. It smells like Shiii….a sewer…..”
Then a seemingly more important manager, Joey (?) asked “did you put the chemical in it?”
I answered by asking “What chemical?…..and where is it or where does it go?”
He responded by saying nothing. He walked away; looked the unit over; saw that I did not use any propane nor fresh water; returned the vehicle with a full tank of gas and clean.
When he came back I believe I surprised him by not fighting for a refund. I only asked that he write in his handwriting on my copy verification that I had returned the RV undamaged and at that specific time. I knew that he had no grasp of the seriousness of the situation or the how his operation had jeopardized Cruise America.
I was surprised that he never offered an explanation, another vehicle, or even a simple apology.
I was not surprised that Shawnte did not say a word nor make eye contact.
Please do not procrastinate. Take this to your superior today. How you respond is critical.
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