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  • I was planning a trip to Yosemite and Sequoia National Parks by RV. I called Cruise America and scheduled a 5 day trip to those locations from Henderson Nevada, a ride of over 1100 miles round trip. I made the reservation and paid the deposit of $300. I later found out that I could have rented the RV from Fresno CA a trip of 340 miles. I called Cruise America and wanted to change the reservation from Henderson to Fresno. I was informed that ALL changes after their deadline would forfeit my deposit with no exceptions. This is their written policy; "We are happy to make some changes to your current reservation, however the change may require a rate adjustment based on current rates in effect at time of change. Changes are subject to current availability. No changes will be permitted to a reservation once the cancellation deadline has passed." So i reluctantly made a new reservation with the Fresno depot, picked up the RV and had a great time on the vacation. Upon returning the RV to Fresno and settling our bill with Jackie, I mentioned the $ 300 that I lost on the original rental. This lady immediately got on her phone and emailed her supervisor about this issue. Upon returning to Miami a few days later, I got a call from Jackie and she said that the $ 300 would be refunded to me. That Is CUSTOMER SERVICE. I managed supermarkets in NYC from 1973-2000. There is no more difficult place in the world than NYC to learn how to handle customer complaints . I'm a pro when it comes to customer service. I own a few businesses and our success is based on two rules. #1 The customer is always right #2 If the customer is Wrong, refer to Rule #1 Anyway this lady went above and beyond to help me and her business deserves a A+ for customer service. By the way the rental for the 4 nights with mileage came out to a little over 500 bucks and was a definite bargain. Kudos to Jackie and her supervisor for doing a fine thing.
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