Bay Area RV Rental LLC

#1 wiper blades needed to be replaced #2 interior of the cab was extremely, inordinately soiled; found someone's sock tucked between wall and mattress #3 paperwork from another renter was still left behind in the unit. #4 dash vent broken #5 smoke/CO alarm battery dying/dead Shocks/suspension needed replacement. The vehicle rode so poorly and roughly it rattled everything loose, including the screws on the door’s lock/deadbolt. Cabinetry was literally falling apart. Returned this unit one day early and attempted to discuss the issues with the location’s manager and associate. The manager was quite rude and antagonizing. He was not willing to have any type of discussion and instead referred me to customer relations, while making weirdly provoking statements. We offered to drive the RV with him to point out the defects, he refused. We asked that he drive it to see for himself. He refused and replied: "How do you know I have a license?" What??? That was the type of interaction it was, refusal, denial, then weird, veiled antagonistic remarks. To have this type of demeanor in a front-facing customer contact position serves only to frustrate and alienate clients. Had he listened or pretended to listen, I most likely would've just chalked it all up to a one-off unlucky experience. I finally did reach out to customer relations. I initially got an auto-reply but did eventually get a response from a human. Start to finish, 5 weeks to get a tepid resolution. Initially they offered to refund $75 plus an additional $75 credit toward a future rental, which I declined. Their final offer was to refund $172, which I accepted. Bottom line, avoid this place like the plague. Their vehicles are borderline dangerous and their staff are horribly rude and unhelpful.

1. We lost our sewage hose on a rough paved road because the flap shook loose while driving. We had to go out of our way to have it replaced. After that, we taped the flap shut to prevent the loss of the new hose. 2. We had at least three mice in our RV gnawing at our food, and we had to buy mouse traps to get rid of them, including handling the dead mice. We lost some of our apples and bagged nuts to mice and had to discard them due to the risk of contamination. Photos of the apple and dead mice are enclosed. 3. The key to the locked outside storage areas broke off, and we had to organise a replacement with a locksmith. 4. The last and main issue was the complete breakdown of our refrigerator. We tried it by switching it off and on repeatedly. When that didn't work, I started calling the Cruise America Hotline. One of the employees arranged an appointment with RV Country in Klamath Falls to have the refrigerator checked out. The technician informed us, as well as someone in the call centre, that the cooling unit was broken. They did not have any replacement parts, neither the unit nor the complete refrigerator. We called the hotline again to have the fridge either repaired or replaced at Cruise America Portland, OR, however, it was not possible at all. We attempted to schedule a repair in Seattle, WA however, we were informed that new refrigerators would not arrive until later. This did not fit at all with our travel plans as we had to hand the RV back in San Francisco. A change of the RV unit was also not possible due to the high demand for RV units at the time. We did not buy any ice to put in our refrigerator. We did not want the fridge and possibly the heater installed below it, in case such a bag had holes flooded with water. A cooler with ice was also not an option for us. We struggled with the available space in our C21 unit already and did not know where to put a cooler. We had sliced meat in our fridge and had to throw away some of it. We specifically booked an RV with a refrigerator to solve any trouble with produce during our travels. For 10 days, we had to drastically reduce our selection of produce due to a lack of cooling options in remote National Parks. Grilling steaks was entirely out of the question. We are very disappointed with the lack of genuine assistance during our travels and the numerous issues we encountered with our RV. We were willing to adjust our travel plans to be at locations where the refrigerator could be repaired or replaced. Since returning the RV unit, Costumer Service is playing dead regarding any compensation, regardless of how many mails or calls where placed.

Tldr: 1. RV city water system was broken 2. Unpleasant, disrespectful worker On October 3rd, I picked up the RV. The guy who was working with me was very nice guy and I had a very nice checking in experience with him. Then I took the RV to the campsite, when I connected to city water, bottom of the toilet started to leak into the RV. Pressure of the city water was causing a leak inside the RV. when I realized this I disconnected to city water, just continued using the water from the tank. Check out experience: On October 6, I refilled the gas and propane and emptied the black and gray water. Since there was no place to secure the cap of the drainage, I kept it closed. around 830 I parked RV inside Cruise America San Mateo. When guys started inspecting, I told him that I emptied the gray black water and I can open it if you want. He started talking disrespectfully saying that you cannot open it and if I open it, I will charge $50. Do you want it or not? But unfortunately, the way he was saying this was very impolite and high tone of voice. I took to RV outside the fence and attempted to open the cap. He came, shouting that I cannot open here as well because the city is not going to clean and I will clean here. I asked him whether this is your property or not, but he is insisted that I cannot open there and he interfered. I took the RV across the street found a parking lot and open the cap there. Since I emptied all water in the campsite and never used the water again there wasn’t even single drop water coming out. Then I brought RV back. When the guy was checking the RV, I told him that toilet is leaking when connected to city water. He just said OK. I asked him “can I get a refund because of the issue?” he started raising his voice again and shouting. “No, It’s written in your contract. You have to read it. Did you try to troubleshoot? Did you contact us? No, you cannot get refund.” he turned half back and said “disgusting”. When I asked him what did you just said he replied, I was just talking myself. From that moment, he realized the mistake he made and started to talk very nicely softly, using, “sir” instead of “bro”. Too late. Unfortunately he was able to ruin my day :( Checking out experience would be a lot different if it was the guy that I checked in. He was a very nice guy. He’s the only reason I give two stars instead of one.

One of the worst rental experiences. The manager was shockingly rude and aggressive from the very beginning, absolutely no sense of professionalism or customer service. The vehicle itself was a disaster from the moment we picked it up: - It was infested with ants right at pickup, and the issue became far worse after we used the RV for a couple of days. - The black water tank reeked throughout the trip, no matter how often we flushed and tried to maintain it. We could barely survive the smell, and unfortunately we were at a location where it was impossible to return or swap out the RV. - The interior was in awful shape, worn down, and clearly neglected between rentals. - To make matters worse, they arbitrarily tacked on a cleaning fee, even though we returned the RV spotless and had proof it had been professionally cleaned. - And to top it all off: after I posted my review, the manager personally called me and threatened to add another bogus charge, claiming we hadn’t returned the keys. This is completely false - we physically handed the keys to him, directly into his hand, before he signed the return acceptance. His attempt to rewrite the truth and extort more money afterward is beyond disgraceful. Bottom line: poorly maintained equipment, hidden fees, and the worse of all is staff who treat customers with hostility. Avoid this company at all costs. There are far more reliable RV rental companies out there that won’t treat you with contempt while trying to bleed you dry with lies and fraudulent fees.

Hi, we just returned the rv today. I’m appalled by the other reviewers that had a clean and nice RV experience. Our 30ft RV was not clean and it was rather beat up inside. This is a review for the San Mateo, CA site at the specified address. I’m not sure what happened, perhaps we got a beat-up falling apart RV versus whatever the other renters used. The RV we rented had: 1. duct tape on the floor, 2. dingy fan/heater (with very nasty air filters that had not been cleaned), 3. under the pullout couch there was gunk and junk that had not been swept, 4. the screen door was broken, 5. the side curtain rod on the bottom was loose and off the hinges, 6. the fridge would beep every single time we unplugged from the rv site, 7. the windshield wipers were old, 8. the bathroom fan has not been cleaned (ever), 9. They had the incorrect rearview mirror on one side (left vs right). 10. fridge panel was missing (all you saw was a metal door), 11. they should probably get the MAX AC checked because when we drove through the smoke areas it smelled terrible inside, when MAX AC should only recirculate the air and not pull from outside. Lastly, everything rattles inside, because the windows are poor and cheap materials are used. You can’t hear the driver/passengers/to people in the back. I would never rent from them again and definitely made me feel like Cruise America has gone downhill. It’s a shame this RV was only 2 years old, I could have sworn it was 20 years old because it was so beat up.