My mother-in-law rented from Joel at the Cruise America in Germantown for a family trip with her, myself, my wife, our 4 month old boy, and my wife’s sister to a bluegrass festival over Memorial Day weekend. The weekend was unseasonably cold seeing overnight temperatures in the 30’s and low 40’s. We spent half the first night trying to get the heat going after my son woke up freezing in the middle of the night. Unsuccessful, we just bundled him up and decided to call for support in the morning and I spoke with the rest of the RV neighbors at the festival. Everyone, including the tech I spoke with in Arizona from Cruise America, thought there was air in the propane lines. This seemed to make sense since the stove flame would only stay on for a couple of seconds before burning out. I spent almost an hour with the tech on the phone attempting to flush the propane system, but the heat never came on. The tech told me we would be receiving a partial refund for the inconvenience to be paid back by Joel and the folks at the Germantown store where we rented. Not what we were looking for, but at least it was a good faith gesture was made by the national franchise company. We would rather be safe and comfortable with our baby, but at least it was something. We kept trying to cycle the system, just as the tech told us to, all the rest of the day whenever we were at the RV. None of this worked. We spent another three cold nights in the RV before driving back on Memorial Day. Since the office was closed, we dropped of the RV with a note explaining the problems with the propane system. My mother-in-law received a response from Joel saying he cannot give the partial refund promised by the tech I spoke with, because the system worked perfectly when he tried. However, we were not present when he tested the system, so I cannot verify that the propane system actually turned on easily when he tried. My call with the tech was well documented, but Joel refused to believe there could have been a problem with the propane. His response inferred that my party was either dishonest, incompetent, or both.
Bait and switch kind of company (Germantown, MD; Joel). Got charged an additional $100 upon return and was only informed the following day when "I" Called to follow up. Charges included $50 for not opening the sewer valves after emptying the tanks at our campsite (Apparently, I was suppose to have driven down the road with the valves open) and $50 for not "CLEANING" the inside of the RV (my wife and I were the only ones that used the RV who are OCD with cleanliness as well as never used the shower; used the campsite shower). NEVER will use them again and would recommend to all to stay away. I can only hope Cruise America will review this and discontinue what ever contract they have with the Company otherwise, I will do business elsewhere.
I wish zero stars was an option. If you have any other choice in renting an RV, take it. If this is your only choice and you have no other options, make sure Joel not only points out how the systems work, make him test every system. Once you get on the road, they no longer care about your trip. Also, Joel is dishonest and would not honor promises made by the national parent company.
Beware and do not believe promises made by the parent company. Joel will not honor anything that cuts into his pockets.
Thrifty Car Rental is a US Car Rental based in Germantown, Maryland. Thrifty Car Rental is located at 19590 B North Frederick Road, Germantown, MD 20784, USA.
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