Business Profile

Camper Rental

Outdoorsy, Inc.

Complaints

This profile includes complaints for Outdoorsy, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

153 total complaints in the last 3 years.
55 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/26/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented an RV back in January 2025. We had paid and the trip was only *****. I made multiple payments starting from Dec 2024 through January 2025. Now 6months later they are charging my card ****** with no explanation...they did this two months and promised this was resolved but yet here we are again..
Business Response
Date: 07/01/2025
Dear Sacha,

Thank you for reaching Outdoorsy Customer Support via ********************. We're very sorry you had a less-than-perfect experience with our platform due to a damage claim charge. Upon review, it appears that the $500 deductible wasn't collected at the time your security deposit was released, so the deductible was still owed. I verified that our claims representative has reached out to you regarding the claim, so if you have any questions or concerns, please don't hesitate to reach back out to them directly within the email thread that you've been communicating in.

Thank you,
**** *.
Outdoorsy BBB Support Specialist
Customer Answer
Date: 07/05/2025
Complaint: 23518377

I am rejecting this response because:

Regards,

Sacha Morrisdorsey
Initial Complaint
Date:06/24/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My payout for renting my rv was not deposited due to issues with my checking account. I updated my checking account, but it has yet to be deposited. Ive called numerous times, Ive been told it was escalated to engineering. Outdoorsy does not provide me any explanation as to why they cannot fix it at this time although they have expressed it is a known issue. They wont give me any explanations. They have no *** on the fix. Also, I am renting my RV out again, and I feel like I wont receive this payment either due to website issues. This is hindering my business if rv share. The longer they take to look into or work in my issue, is money Im not making. If this was a known issue, like they say and have fixed it before, why is it taking longer than 10 days to fix the known issue that my account is having? They are giving me a run around about my payment. They have told me that issuing another form of payment besides through the app, will take even longer than it does now. I spoke with **** from outdoorsy, and even after 9 days, he told me that it probably wont be fixed by Wednesday, so to call back after that. Well, if they know the issue wont be fixed by Wednesday, then that confirms that outdoorsy does not want to pay me the funds from renting my rv, and they are refusing to fix the known issue on their website. It still says pending authorization. There is nothing for me to authorize.
Business Response
Date: 07/01/2025
Dear Lori,

Thank you for reaching Outdoorsy Customer Support via BBB. We're so sorry you've had a less-than-perfect experience with our service due to the delay in receiving your payout on your last returned booking. Upon review, it appears that there was an issue with your connected bank account, which caused the delay. We'd like to reassure you that payouts are issued by Outdoorsy to hosts 48 hours from the booking start date, so I verified that your payout on your current booking was successfully processed to your account on 6/30. Please rest assured that we'll follow up with our Payments team regarding your other payout, and our support rep will get in touch with you soon to provide you with an update. Should you have any further questions or concerns, please don't hesitate to reach our 24/7 Customer Support team at 877-723-7232.

Thank you for your patience and understanding while we work to resolve this for you as quickly as possible.

Thank you,
Dale R.
Outdoorsy BBB Support Specialist

Customer Answer
Date: 07/02/2025
Complaint: 23508390

I am rejecting this response because:

The payout was not initially complete correct, because of the issue of my bank account not being connected. The complaint was that even AFTER I connected my account, the website would not let me confirm my account. When I called outdoorsy multiple times, I was told that it was a “known issue” and that there was nothing else to do on my side. I had ALREADY fixed my account and even received a confirmation that the account was valid. I was still not getting paid, regardless of the account issue that I, myself, had already fixed. The issue was that Ourdoorsy was not fixing there “known issue” with the engineering department in a timely manner, AND THAT is what was holding up the payments. This was not something prolonged due to me not changing my account, I did my part already, outdoorsy failed to do theirs. Now, I have since been paid, thank you, and I don’t see any other issues at this time. But I want it to be clear, this was an outdoorsy engineering issue and the reason that other hosts such as myself, need to know about, if they are not getting their payouts. Thank you.

Regards,

Lori Matheny
Initial Complaint
Date:06/17/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
April 6th & 11th, 2025 i committed to renting a ********** cOACH Class B van advertised as vans owned by private owners, this one owned by ***** *******, though this company. However, when I attempted to pick up the van it was a company van with logos. It was filthy, rusted refrigerator, microwave, toilet order was unbearable, carpet was filthy, torn seats. It is also advertised as a 2023 ********** COACH but the **** clearly shows it is a 2021 van. THIS IS CLEARLY FRAUDULENT. When I address the issues with the owner/company they refused to give me a refund. I even had **** reverse the charges but they are re-charging me due to the strength of this company's refund policy, which is a trap.
Business Response
Date: 06/19/2025
Dear ******,

Thank you for reaching Outdoorsy Customer Support via ********************. We're very sorry to hear that your rented RV didn't match the listing information. That's certainly not the experience we prefer our guests to have. We'd like to reassure you that we have processes in place to ensure that all listings on our platform are verified and validated before they're published, so please rest assured that we've passed your feedback along to our Trust and Safety team so we can investigate the host's listing to ensure accuracy.

Upon reviewing your account, it appears that your reservation was booked directly through the dealer's website, and not with Outdoorsy. Since your booking was made outside the Outdoorsy platform, please be advised that any refunds or disputes are handled directly with the dealer. I see that our Customer Experience team has reached out to you regarding this, so if you have any further questions or concerns, please feel free to reach back out to them directly within the email thread that you've been communicating in.

Thank you,
**** *.
Outdoorsy BBB Support Specialist
Customer Answer
Date: 06/24/2025
Complaint: 23479264

I am rejecting this response because:
s advised I am formally requesting a refund for the rental amount of $2988.34 for the ** van I rented from you for delivery on April 25, 2025.

Upon going to ************************** to rent a van from a personal owner, I was diverted to your site and rent a 2023 ********** Coach van. In good faith I paid for the van as advertised only to find on April 25th, it was a company vehicle with logos and the condition of the van was not satisfactory.

I spoke to you, expressed my displeasure with the advertisement and the deceptive manner in which it is posted, and the condition of the van and refused delivery. You then told me I had no choice but to accept the van and you would not give me a refund.

Therefore, I have reached out to Outdoorsy regarding the misleading and deceptive ad, as well as the all BBB's that are affiliated, and will seek legal action to recover my funds if necessary.

I await your second (2nd) response to my request.

Regards,

****** ******
Business Response
Date: 07/01/2025
Dear ******,

Thanks for your response. Once again, since your booking was made directly with the dealer and not through Outdoorsy, any refunds or disputes are handled directly with them. Please be advised that Outdoorsy is not holding any monies for your booking, as the booking transaction was made outside our platform. You may also check the option of filing a dispute with your bank.

Thank you,
**** *.
Outdoorsy BBB Support Specialist
Initial Complaint
Date:06/16/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have an ** that we rent out through outdoorsy. The renter purchases renters insurance through the company. The renter broke the awning during the rental time period. He imitated the claim to the company. We sent time stamped photos from before the departure period request. We also took pictures of the damages. We got a quote and were told to move forward with fixing the ** with a reimbursement coming. I sent multiple follow up emails over a series of days/weeks with no response. We received a letter via email today stating our claim was denied because the damage was already done. This is not true and the renter can verify. The total cost was approx 1800 and has caused the ** to be out of commission for ourselves and others. I will attached documentation.
Business Response
Date: 06/19/2025
Dear Sheffield,

Thank you for reaching Outdoorsy Customer Support via ********************. We're very sorry you had a less-than-perfect experience with our service due to your damage claim being denied.

Upon reviewing your account, our investigation revealed that the photo evidence shows that the damage to the awning already existed at the start of the booking. Additionally, it appears that the guest advised that there was pre-existing damage before departure. Per our Terms of Service, please be advised that the Outdoorsy Protection Package coverage is only applicable for incidents occurring during the rental period.

Since we're unable to come to an amicable resolution to your claim, the only option at this stage is to send your case to FairClaims for legal arbitration. Both parties have the opportunity to submit their side of the story and any documentation to be reviewed by trained legal counsel. This is in accordance with our Terms of Service, that were agreed to at the time of booking. Ive provided sections of these Terms for your reference.

"If a dispute, claim, or controversy arises between Outdoorsy, a guest, or a host, all parties agree to first notify the other party of the nature of the dispute or claim before initiating arbitration. The parties will attempt to negotiate an informal resolution to the issue. Outdoorsy will contact you at the email address you have provided..."

"If the parties are unable to resolve the claims within 30 days after the notice is sent, the parties agree to initiate arbitration. The party seeking arbitration must notify the other party via email of their intent to pursue arbitration. Arbitration can then be initiated through FairClaims (which may require that a non-Outdoorsy party initiate the process via Outdoorsy) or the ******************************** (***) according to the FairClaims Rules or AAAs Consumer Arbitration Rules, as applicable. Forms for initiating arbitration are available on the ********** and AAA websites. Any settlement offers made by either party must not be disclosed to the arbitrator..."

We want to reassure you that this is the fastest way to reach an amicable resolution. Should you have any questions or concerns, please feel free to reach back out to your claims adjuster directly within the email thread that you've been communicating in.

Thank you,
**** *.
Outdoorsy BBB Support Specialist
Customer Answer
Date: 06/19/2025
Complaint: 23467542

I am rejecting this response because:
The customer did not tell us anything was damaged before the trip. If he had we wouldnt have sent the *** The ** returned to us was completely broken. The awning was operating. If they noticed it was broken then why would it have been opened and used during a rainstorm.
The renter actually sent is the deductible to go towards the total cost. I dont think anyone would do that if it was not already damaged. I have attached the cash app money screenshot. Although we are thankful he gave us the money from the damage they inflicted, we are asking you all to cover the additional ******. This is actually a lot of money out of pocket for a family like ours. We trusted this process. If not, we will proceed with the next step in small claims. I think it is clear the damage happened after based on that kindest extended to us. We would like to continue being an outdoorsy customer but this makes it difficult to trust the process. I hope you understand our frustration and confusion with what the renter and Outdoorsy is communicating to us. It is very conflicting

Regards,

Sheffield *******
Business Response
Date: 06/26/2025
Dear Sheffield,

We understand your frustration, and we're sincerely sorry you're dissatisfied with our claims process. Once again, since we're unable to come to an amicable resolution to your claim, the only option at this stage is to refer your case to FairClaims to make a fair, unbiased, and legally binding decision, per our Terms of Service. Please don't hesitate to reach back out to your claims adjuster directly within your email thread for any questions or concerns about the arbitration process.

Thank you,
**** *.
Outdoorsy BBB Support Specialist
Customer Answer
Date: 06/26/2025
Complaint: 23467542

I am rejecting this response because:
The renter filed a claim, followed up, and per the message I screenshot I sent paid the deductible to us. How is that not an admission of guilt? How does that covered? We cant let something like this happen. Any renter can say it didnt happen and you just say ok? He told us they left it open in the rain. He never called during that time or reached out to you all. I just dont understand why that would take place literally words from the renter to us and you say it didnt happen on our end. I cannot imagine being out 1800 if he had not paid some. We dont have that kind of money whatsoever so your decisions are impacting a customer of yours. Please explain how you dont see this as an admission of guilt

Regards,

Sheffield *******
Business Response
Date: 07/01/2025
Dear Sheffield,

We're very sorry you're dissatisfied with the outcome of your claim. Although the guest reported the damage, our investigation revealed that the photo evidence shows pre-existing damage to the awning before departure. After thoroughly reviewing the case and the evidence provided by both parties, we made our decision in accordance with our policies and procedures. We want to reassure you that our primary goal is to be fair and impartial to all parties involved.

In order to protect all of our customers in the case of a dispute, we provide a free outside resolution platform, **********, to make a fair, unbiased, and legally binding decision. Once again, since we're unable to come to an amicable resolution to your claim, we want to reassure you that this is the fastest way to reach an amicable resolution. Should you have any questions or concerns about the arbitration process, please feel free to reach back out to your adjuster directly within your email thread.

"If a dispute, claim, or controversy arises between Outdoorsy, a guest, or a host, all parties agree to first notify the other party of the nature of the dispute or claim before initiating arbitration. The parties will attempt to negotiate an informal resolution to the issue. Outdoorsy will contact you at the email address you have provided..."

"If the parties are unable to resolve the claims within 30 days after the notice is sent, the parties agree to initiate arbitration. The party seeking arbitration must notify the other party via email of their intent to pursue arbitration. Arbitration can then be initiated through FairClaims (which may require that a non-Outdoorsy party initiate the process via Outdoorsy) or the ******************************** (***) according to the FairClaims Rules or AAAs Consumer Arbitration Rules, as applicable. Forms for initiating arbitration are available on the ********** and AAA websites. Any settlement offers made by either party must not be disclosed to the arbitrator..."

Thank you,
**** *.
Outdoorsy BBB Support Specialist
Customer Answer
Date: 07/03/2025
Complaint: 23467542

I am rejecting this response because:
The client who made the claim said they broke it. Your investigation was done based on the clients information to which he said they broke it after he found out you all did not cover it, he paid us the deductible, He filed and claim and then gave us the deductible. We cannot understand how we didnt see damage prior. He never called until it was completely detached in multiple pieces. He made the claim. I dont understand what more evidence you need.

Regards,

Sheffield *******
Initial Complaint
Date:05/27/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Paying for a tire that blew out on the trip.Being told to tell my insurance to deny the claim. Going through arbitration for $6000 because outdoorsy's insurance denied the claim.Heard the arbitration judge say "awe" when I explained that I was being taken advantage of.Three months in a row outdoorsy has reached into my account and take money that isn't owed to them.I have emailed and FB DM'd the CEO of the company with no response. This may have been a "one off" bad experience but, I'm letting everyone know how I was taken advantage ***** is absolutely sad and embarrassing that a company that pushes family values could take advantage of a person like this.
Business Response
Date: 06/02/2025
Dear ****,

Thank you for reaching Outdoorsy Customer Support via ********************. We're very sorry you had a less-than-perfect experience with our platform due to a damage claim. Upon reviewing your account, it appears that the driver side damage was approved for coverage, subject to a $1,500 deductible, per our Terms of Service; however, the passenger side damage relating to the tire blowout was not approved, as it does not fall under the classification of comprehensive or collision. I've provided sections of these Terms for your reference.

"Covered Damages - Outdoorsy will pay for sudden, direct, and accidental loss to the listed vehicle for damages covered under our Comprehensive and Collision policy. Payments will be issued to the legal owner of the listed vehicle unless otherwise specified by the legal owner.

Our Collision coverage applies when the covered vehicle sustains damages as the result of a collisionan impact with an object or another vehicleor the upset of the vehiclee.g. roll an RV on its side.

Comprehensive (sometimes called other than collision) coverage applies to the following: falling objects, fire, theft or larceny, explosion or earthquake, windstorm, hail, water or flood, malicious mischief or vandalism, contact with bird or animal, or broken glass."

"Exclusions

Protection Packages will cover Comprehensive and Collision (see definitions above) damages to the vehicle caused by a covered event; however, as with any insurance policy, there are necessary exclusions to what is considered a covered event. Outdoorsy does not cover the following:

18: Damages caused by a tire blowout, unless the blowout is the direct result of a Comprehensive or Collision event. This includes (but is not limited to) incidents involving tires or wheels that are deemed faulty, defective, impacted by age, or having less than 50% tread depth. In addition, improperly sized or load-rated tiresor the use of summer tires in winter conditionsare also not covered."

Since we're unable to reach an amicable resolution for the claim on the passenger side damage, your case was sent to FairClaims to make a fair, unbiased, and legally binding decision. This is in accordance with our Terms of Service, that were agreed to at the time of booking.

"If a dispute, claim, or controversy arises between Outdoorsy, a guest, or a host, all parties agree to first notify the other party of the nature of the dispute or claim before initiating arbitration. The parties will attempt to negotiate an informal resolution to the issue. Outdoorsy will contact you at the email address you have provided..."

"If the parties are unable to resolve the claims within 30 days after the notice is sent, the parties agree to initiate arbitration. The party seeking arbitration must notify the other party via email of their intent to pursue arbitration. Arbitration can then be initiated through FairClaims (which may require that a non-Outdoorsy party initiate the process via Outdoorsy) or the ******************************** (***) according to the FairClaims Rules or AAAs Consumer Arbitration Rules, as applicable. Forms for initiating arbitration are available on the ********** and AAA websites. Any settlement offers made by either party must not be disclosed to the arbitrator..."

If you have any questions or concerns about the outcome of the claim, please don't hesitate to contact FairClaims directly at ******************** You may also reach your claims adjuster within the email thread that you've been communicating in.

Thank you,
**** *.
Outdoorsy BBB Support Specialist
Initial Complaint
Date:05/27/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a camper van through Outdoorsy (Reservation #*******) on November 1617, 2024. As a first-time renter, I made an honest mistake and accidentally poured a small amount of gasoline into what I thought was the fuel tank. While the host briefly pointed out the gas port during pickup, the explanation was rushed and none of the ports were labeled. There was no thorough walkthrough, no written instructions, and no documentation presented to me at any point for review or signature.Outdoorsy requires hosts to review and complete key rental documents with guests, including a signed rental agreement, departure checklist, and vehicle orientation. None of this was done and as a new renter I thought it was odd and when I asked the host if I needed to complete any paperwork he assured me it was handled. Despite this, Outdoorsy denied my refund request for $500 and is now attempting to charge me $2,541.70 for alleged damage to the water system, without acknowledging the lack of process that contributed to this mistake.I have provided Outdoorsy with evidence that the documents remain unsigned, and that the vehicle handoff was not handled in accordance with Outdoorsys own policies. However, their support team continues to ignore these facts and appears to be siding entirely with the host. Ive been met with vague, copy-pasted replies and no meaningful review of my argument.This situation has left me feeling powerless and unfairly blamed for a problem that could have been avoided had the host fulfilled his responsibilities. Im requesting the BBBs help in holding Outdoorsy accountable and ensuring this is resolved fairly.I have filed a complaint with the ***************************************** (ref: CIC_CU-20250526-11288) and am seeking BBBs assistance in getting Outdoorsy to acknowledge their mishandling and reverse the charge. I remain concerned about the possibility of this being escalated without a fair investigation.
Business Response
Date: 05/29/2025
Dear *********,

Thank you for reaching Outdoorsy Customer Support via ********************. We're sorry you had a less-than-perfect experience with our platform due to a damage claim. Upon investigation, it appears that the entire water system of your rented RV needs to be replaced due to gas being accidentally refilled into the water tank. Please allow me to clarify that under the Rental Contract, the guest is financially responsible for all physical damage that occurs during the rental. I've provided sections of these Terms for your reference.

"The Guest who Booked the trip is financially responsible for all physical damage to or theft of a Booked Vehicle that occurs during the Booking, plus any additional costs and fees resulting from damage of any kind to the Vehicle, regardless of who is found to be at fault. This includes damage due to weather and other acts of God. This responsibility applies whether the Guest has their own ***************** or not. All defects and/or damage to the Vehicle noted in the return inspection which are not noted on the completed Vehicle Departure Checklist shall be the sole responsibility of the Guest, and the Guest shall reimburse the Host for the cost of the repair. The Guest is responsible for their own acts and omissions and are also responsible for the acts and omissions of any individuals they invite to, or otherwise provide access to the Vehicle."

"If you misuse or are negligent in the use of a Vehicle, you will be fully financially responsible for any related claims, loss, or damage, and your protection plan and/or insurance may be voided."

It appears that you've been in contact with our Resolutions team regarding your concerns. Since we're unable to reach an amicable resolution for your dispute, your case was sent to ********** to make a fair, unbiased, and legally binding decision. This is in accordance with our Terms of Service that were agreed to at the time of booking.

"If a dispute, claim, or controversy arises between Outdoorsy, a guest, or a host, all parties agree to first notify the other party of the nature of the dispute or claim before initiating arbitration. The parties will attempt to negotiate an informal resolution to the issue. Outdoorsy will contact you at the email address you have provided..."

"If the parties are unable to resolve the claims within 30 days after the notice is sent, the parties agree to initiate arbitration. The party seeking arbitration must notify the other party via email of their intent to pursue arbitration. Arbitration can then be initiated through FairClaims (which may require that a non-Outdoorsy party initiate the process via Outdoorsy) or the ******************************** (***) according to the FairClaims Rules or AAAs Consumer Arbitration Rules, as applicable. Forms for initiating arbitration are available on the ********** and AAA websites. Any settlement offers made by either party must not be disclosed to the arbitrator..."

We want to reassure you that this is the fastest way to reach an amicable resolution. For any questions or concerns about the outcome of the claim, please don't hesitate to contact FairClaims directly at *********************************.

Thank you,
**** *.
Outdoorsy BBB Support Specialist
Initial Complaint
Date:05/23/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have an RV that I rent out. Its been a few months now and I still havent been paid my money. They owe me approximately $800. I am no longer doing business with them because when someone rents from me, they are keeping the money. Ive tried calling them a couple of dozen times and I get the same run around. Tech support is handling it. My supervisor will call you within 48 hours. We will pay you. Im sorry. Yet, still no money.
Business Response
Date: 05/31/2025
Dear Daphne,

Thank you for reaching Outdoorsy Customer Support via BBB. We're sincerely sorry you had a less-than-perfect experience with our service due to the delay in receiving your payout. Upon investigation, it appears that there have been changes to your connected bank account on your Outdoorsy profile, which caused the delay. We'd like to reassure you that payouts are issued by Outdoorsy to hosts 48 hours from the booking start date, so please rest assured that our Payments team is working to resolve the issue, and our specialist will get in touch with you soon to provide you with an update. Should you have any further questions or concerns, please don't hesitate to reach back to our 24/7 Customer Support team at 877-723-7232.

Thank you for your patience and understanding while we work to resolve this for you as quickly as possible.

Thank you,
Dale R.
Outdoorsy BBB Support Specialist
Customer Answer
Date: 06/02/2025
Complaint: 23365988

I am rejecting this response because: you say it takes 48 hours max to receive my payout. It’s been months and I’ve yet to receive anything. You provide a number for me to call and I’ve called that number at least 3 times per week for the last few months and still no money. I have recently received an email stating you paid me on May 12 and this is false. I would like to get my money please.

Regards,

Daphne Balcazar
Business Response
Date: 06/11/2025
Dear Daphne,

Thank you for patiently waiting. We'd like to reassure you that our Payments team is working to resolve the issue with your connected bank account. Upon review, it appears that we're waiting to get confirmation from our payment processor to ensure that there's no duplicate payouts processed for the booking. Please don't worry - rest assured that our specialist will get in touch with you very soon to provide you with an update.

Thank you,
Dale R.
Outdoorsy BBB Support Specialist
Customer Answer
Date: 06/19/2025
Complaint: 23365988

I am rejecting this response because: they have yet to resolve the issue. They owe me money. They tell me they have deposited to me but I haven’t received anything.

Regards,

Daphne Balcazar
Business Response
Date: 06/26/2025
Dear Daphne,

Thanks for your response. Upon further review, we verified that your payout was successfully processed to your old bank account, so we recommend that you contact your bank and request a reversal. Once the funds are returned to Outdoorsy, our Payments team will reprocess your payout to your new connected bank account.

Our Customer Experience Specialist has reached out to you regarding this, so if you have any further questions or concerns, please don't hesitate to reach back out to them directly within your email thread.

Thank you,
Dale R.
Outdoorsy BBB Support Specialist
Initial Complaint
Date:05/08/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi, we rented an ** with running water, a shower and toilet. There was a leak in the clean water tank and we spent hours while on the road our first night trying to troubleshoot with the owner, who was u able to assist. We then ended up draining the tank, meaning we could not use any running water or the shower or toilet. We had paid a premium for an ** with all of these features as well as an extra $250 to have the waste tank emptied at the end. The owner agreed to reimburse us when we came home partially. In the end they only agreed to $250 because we did not use the waste tank. This was pretty egregious since we paid $3600 for the ** for 9 days but I wanted to be done and move on. They never paid us the $250 and Outdoorsy says they cant help. They also closed the review process - I had been waiting for resolution prior to writing a review. They claim they cant reopen it. The whole thing is super shady and inappropriate. There should be more consumer protections against this sort of thing.
Business Response
Date: 05/17/2025
Dear *****,

Thank you for reaching Outdoorsy Customer Support via ********************. We're very sorry you had a less-than-perfect experience with your rental due to a leak in the water tank. That's certainly not the experience that we want for you.

Upon reviewing your account, it appears that our Resolutions team is currently investigating your dispute and communicating with the host regarding your refund request, so I'd like to reassure you that your dispute is open on our end. Please rest assured that your Resolution Specialist will circle back to you as soon as we have an update. If you have any questions or concerns, please don't hesitate to reach back out to her directly within the email thread that you've been communicating in.

Although, there's no longer an option for you to write a review for the host, as the option is only available within 14 days from the booking return date, per our Terms of Service, we'd like to reassure you that we've passed your feedback along to our Marketplace Quality team so we can investigate the host's listing and ensure that we're always providing the best product possible. I've provided a section of our review policy for your reference.

"We may, in our sole discretion, permit you to post, upload, publish, submit or transmit content through the Services such as photographs of you and your Vehicle or Escapes reviews, feedback, and descriptions of you and your Vehicle or Escapes. Reviews are allowed up to 14 days after the booking is complete..."

Thank you for your patience and understanding while we work to resolve this for you as quickly as possible.

Thank you,
**** *.
Outdoorsy BBB Support Specialist
Initial Complaint
Date:03/24/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid $527.27 October 2024 for RV rental. I paid for an additional cancellation insurance policy. I cancelled within in the time frame of the policy. Outdoorsy refunded me $25.09. I seek a refund for the remaining amount.I seek $502.18 refunded to my AMX account.
Business Response
Date: 03/31/2025
Dear ****,

Thank you for reaching Outdoorsy Customer Support via ********************. We're so sorry you had to cancel your booking and that you're dissatisfied with your host's cancellation policy. Upon reviewing your account, it appears that your host agreed to a host cancellation, so I verified that a full refund has been issued to your AMEX card on 3/21. I've included the booking receipt in the attachment below for your reference. Should you have any further questions or concerns, please don't hesitate to contact our 24/7 Customer Support team via chat or by calling ************, and they'll be more than happy to assist you.
Thank you,
**** *.
Outdoorsy BBB Support Specialist
Initial Complaint
Date:03/14/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Bookers beware! Outdoorsy website is very misleading! They have you send a message to renters and without signing a rental agreement the listing you are inquiring about has automatically locked you into a supposed rental contract. I messaged a couple renters completely unaware that simply sending them the request would bind me to the supposed booking. Before any of the details were finalized, booking confirmed or rental agreement signed I was apparently already on the hook for the full amount and unable to cancel. Their website goes from- we have sent a message please wait to hear back to trips paid no money back! I signed NO agreement , I received NO confirmation number , NO receipt until hours before my planned trip and yet I am unable to receive my full money back? I signed nothing! Nothing was listed as booked trip- and as a result I was charged twice for a trip.
Business Response
Date: 03/20/2025
Dear ******,

Thank you for reaching Outdoorsy Customer Support via ********************. We're very sorry you had a less-than-perfect experience with our platform due to some confusion with our booking process. That's certainly not the experience we'd prefer our guests to have. Please allow me to clarify that when a guest requests to book a listing, payment is collected during checkout as clearly indicated on our website and mobile apps. This is in accordance with our Terms of Service that were agreed to at the time of booking. I've provided sections of these Terms for your reference.

"When you request to book a Listing, you shall pay all Fees for your booking, including taxes, and any other charges and items identified during checkout. See Fees, Security Deposits, and Taxes for more information. When you receive the booking confirmation, a contract is formed (a Booking) directly between you (as Guest) and the Host, Outdoorsy is not a party to the Booking. In addition to these Terms, you will be subject to, and responsible for complying with, all terms of the Booking, including without limitation, the cancellation policy and any other rules, standards, policies, or requirements identified in the Listing or during checkout that apply to the Booking. It is the Guests responsibility to read and understand these rules, standards, policies, and requirements prior to requesting a booking of a Listing."

We're sorry that you had to cancel your original booking due to the host's delayed response to your message. Upon reviewing your account, it appears that a full refund was issued to your original payment method on 3/14 as a courtesy, so you're all set. If you have any further questions or concerns, please don't hesitate to let us know. Our Customer Support team is available 24/7 via email, chat, and phone at ************.

Thank you,
**** *.
Outdoorsy BBB Support Specialist

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