Complaints

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

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  Outdoorsy, Inc.

  1801 E Cesar Chavez St Austin, TX 78702-4403

  
• 

  Outdoorsy

  1475 Folsom Street, Suite 300 San Francisco, CA 94103

• 

  Outdoorsy

  6200 Stoneridge Mall Rd Ste 300 Pleasanton, CA 94588

• 

  Outdoorsy

  618 Sanchez Street San Francisco, CA 94114

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:08/28/2023

  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 had a reservation through Outdoorsy to pick up an ** on Monday, 8/21 for 6 nights. When we arrived it was not ready. A couple hours later the owner pulled it out for us and it did not pass inspection on a number of issues: - the leveler did not work - the fridge did not work - The TVs did not work - He did not know how to show us how to work the *** player - There appeared to be an overall electrical issue, but we are not licensed electricians so we cannot confirm. I contacted Outdoorsy, and they contacted the owner who fabricated a story about a "flood" we caused that caused electrical damage to the generator. Even if this were the case (which is it not), the ** still had a number of other issues. However, Outdoorsy is still paying the owner and telling me I need to take it up with their dispute department after the booking is over because the trip is showing "in process". They have no signed contract, I never received keys, I did not have possession of this vehicle. Outdoorsy has no legal grounds to keep my money and/or pay the owner. They are a total scam and they have charged almost $3k to my card. They are also potentially charging another $1500 security deposit, it is in pending on my credit card.

  

  Business Response

  Date: 09/03/2023

  Dear *****,
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We are so sorry you didn't continue with your rental due to issues with your rented RV. That's definitely not the experience we prefer our guests to have. Upon reviewing your account, it appears that you filed a chargeback for the reservation charges with your bank, so we're unable to proceed with our internal dispute process as our payment processor won't allow us to issue refunds on disputed charges. Regarding your security deposit, please be advised that it's automatically released to your original payment method 7 days after 8/27. Our Customer Experience Specialist has reached out to you regarding this. If you have any questions or concerns, please feel free to reach out to him directly within the email thread that you've been communicating.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

• Initial Complaint

  Date:08/21/2023

  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.

  Within 48 hours after my van was returned with damage on it I attempted to upload photos of the damage to OUTDOORSY. right after the drop off It was clear a giant chunk of the running board with a very expensive custom mural painted on it was broken off. This definitely did not happen prior to the pick up. My photos were date and time Stamped to prove it. But OUTDOORSY site is never reliable. Their site was once again down, and because I knew that they would try to get out of repaying for the damage if I didnt prove that I was on the site, trying to upload the pictures within the three days timeframe ***I took date and time stamped screengrabs of the fact that the Outdoorsy site was not allowing me to upload photos of the damage***. I spoke to someone who at first glance denied the claim. But I sent many emails with screenshots of not only the photos of the damage which were date and time stamped as after the pick up, but also screengrabs Showing I had attempted to upload pix afterwards to no avail, because the website was down once again. That next person did tell me that a claim was allowed and to check back in on my policy and claim that they were going to process it. when I called about the policy they said that there was no update yet and that I would have to call back later. So they put me off again and again. Of course, when it comes to taking my money, they can do that swiftly with no barriers. But when it comes to servicing us and they charge 25% of all rental income , they do not provide the service in return when they owe US money. I then re-emailed and they rejected the claim outright. I emailed back all of the same screengrabs and told them that I had already been approved for the policy because the website was down when I tried to upload the photos. I expect my claim to be put forward and the damage to be paid for by OUTDOORSY.

  

  Business Response

  Date: 08/28/2023

  Dear *********,
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We're very sorry to hear you had a less-than-perfect experience with our platform due to your damage claim being denied. Upon review, we verified that we don't have a record of an issue with filing a claim on our website or app during the week when your guest completed their booking. It appears that your guest returned the ** on 5/1; however, our Claims team wasn't notified of the damage until 5/5. Additionally, the photos of the damage were uploaded on 5/6 and it appears that the photos had no EXIF data to confirm the date and time when it was taken. With these claim requirements not being met, we're sorry that we were not able to proceed with your claim. This is in accordance with our Terms of Service that were agreed to at the time of booking. I've provided a section of these Terms for your reference.
  
  "A Host or Guest must file a notice claim to report any losses to Outdoorsy within 48 hours of the end of the Booking period or return of the Vehicle (whichever occurs first). After coverage determinations on the Guests or Hosts primary insurance are completed, Outdoorsy may deny application of its excess offering coverages if Outdoorsy does not have a notice claim on file from either the Guest or Host that was filed within the 48 hour period..."
  
  "In making its excess coverage determinations, Outdoorsy will ensure that, among other requirements set forth in these Terms:
  - A notice claim was filed within 48 hours from the end of the Booking period or return of the Vehicle (whichever occurs first)
  - Pre-trip photos taken with 48 hours of Vehicle departure 
  - Post-trip photos taken within 48 hours of Vehicle return
  - The Key Exchange was executed with a Verified Driver and that only Verified Drivers operated the Vehicle"
  
  We sincerely regret any frustration that this may have caused you. This is most definitely not the intended outcome we'd prefer you to have with Outdoorsy. 
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

• Initial Complaint

  Date:08/21/2023

  Type:Customer Service 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 reserved an RV for a weekend trip. The night before we were supposed to pick up the *** the owner canceled the reservation. The Outdoorsy website says they will refund our money in this situation, but they have not refunded our $460. Instead, Outdoorsy has kept our money and keeps sending e-mails that we have a $460 credit on our account. I have sent multiple emails to their customer service requesting the refund, but I only get an automated response saying they will try to get back to me within 24 hours. But they never get back to me.

  

  Business Response

  Date: 08/28/2023

  Dear ***,
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We are very sorry that your booking was canceled. That's definitely not the experience we prefer our guests to have. Upon review, it appears that you filed a chargeback with your bank, so we're unable to process a refund on our end as our payment processor won't allow us to issue refunds on disputed charges. It appears that our support team reached out to you regarding this. Please feel free to respond to them for any further questions or concerns.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

• Initial Complaint

  Date:08/17/2023

  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.

  This company ha s policies in effect that does not support the consumer. Hopefully everything goes well with your rental. My rental host named ***** with a small airstream was a complete fraud. Didnt show up to give me the rental, sent me on a wild *********** looking for the rental and then took all my money. When I called outdoorsy they repetitively said they would call the host to get his side of the story. They were unable to reach him, they have tried going on 2 weeks now - they refuse to give me a close to a **** refund including a security deposit. Go someplace else if you value your money.

  

  Business Response

  Date: 08/24/2023

  Dear *****,
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We're very sorry to hear you had a less-than-perfect experience with our platform. Upon reviewing your account information, it appears that your booking was confirmed last minute at 6:41 PM on 8/4, so your host had to take some time to prepare their RV for your last-minute rental. It appears in your correspondence that there is no mention of your preferred pickup time, and we're sorry that you were already at the pickup location when your host was still prepping their RV.
  
  We've reached out to the host regarding this, and they advised that they informed you to wait for them in 25 minutes but you decided to leave. I verified that your security deposit was released on 8/13; however, we're sincerely sorry that your host didn't authorize a mutual cancellation and that they would adhere to their cancellation policy that was agreed to at the time of booking. With this, we're unable to process a refund on our end.
  
  We sincerely regret your negative experience and any frustration this has caused you. This is most definitely not the outcome we'd prefer you to have with Outdoorsy.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

• Initial Complaint

  Date:08/15/2023

  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.

  Outdoorsy continues to repeatedly charge me $500 for rentals that I have not contracted. Before I realized they were doing this, I received an alert on July 16 from Outdoorsy stating they charged $500 to our credit card and identifying the ** on the charge as B-02C310707A394440L. I then blocked Outdoorsy from use of that credit card. I have rented through Outdoorsy in the past, but the last rental ended on June 19th, 2023. I have NO pending rentals with this company since that time. My response to this charge was I immediately wrote to ********************************** to complain and request a refund. Two days later they said I needed to speak to ********************************** I then emailed claims and have not received a response after two weeks. Just yesterday I received another Outdoorsy notice yesterday Aug. 13 that they were unable to make the needed $500 withdrawal from this same credit card.To date, I have not received the $500 back from Outdoorsy that was charged to my account on July 16th. The fact that I have complained in July and again in August that they are repeatedly using my credit card for rental deposits I have NOT contracted and received no resolution is also the issue. Other users of the site may unknowingly be continuously charged by Outdoorsy without recourse. This needs to stop. Please help me.Thank you,******

  

  Business Response

  Date: 08/22/2023

  Dear ******,
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We're very sorry to hear you had a less-than-perfect experience with our platform due to the charges showing on your card. Upon review, it appears that the payment method you selected for your booking is PayPal, and due to the damage claim filed by your host, an authorization "hold" for the security deposit amount was placed in your account. It appears that PayPal places a hold on the funds within 29 days and reauthorized it for another period. We apologize for the inconvenience this has caused you. I confirmed that the authorization has been released on our end on 8/13. I see that our support rep has reached out to you regarding this. Please be advised that the authorization "hold" is not an actual charge to your payment method, and feel free to reach out to PayPal directly if you have any further questions or concerns.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

• Initial Complaint

  Date:08/04/2023

  Type:Customer Service 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.

  Dear BBB,I am lodging a complaint against Outdoorsy, Inc. for their unfair review process and false damage claims. I rented an ** on 7/21 for 3 nights, and after a smooth trip, Outdoorsy claimed $600 in damages that were entirely imaginary. Despite my efforts to dispute the baseless charges, I received only a partial refund.The most concerning part is that I had already posted a positive review for the ** owner on their platform before receiving the damage claims. Outdoorsy refused to remove the review, stating that it cannot be edited or deleted, even if it becomes misleading.I firmly believe that allowing users to modify or remove reviews when circumstances change is crucial for transparency and accurate representation. Outdoorsy's refusal is misleading and damaging to their review system.Outdoorsy's Terms and Conditions do not prohibit review edits or removal, making their stance unjustifiable. This restricts consumer rights and fosters deceptive practices.I request the BBB's intervention to address these issues and protect consumers from misleading practices. Please keep me updated on any actions taken.Regards ****

  

  Business Response

  Date: 08/10/2023

  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 the charges claimed from your security deposit. We'd like to reassure you that we have a dispute resolution process if you disagree with the amount claimed by the host. We strive to do everything we can to maintain a fair and balanced marketplace, and part of that is ensuring both hosts and guests have the ability to leave a review experience. Although we're unable to remove reviews from our platform, please rest assured that our team is reviewing your request about removing your trip review. It appears that our Customer Experience Specialist has reached out to you regarding this. If you have any questions or concerns, please feel free to reach out to him directly within the email thread you've been communicating.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

• Initial Complaint

  Date:08/04/2023

  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.

  Outdoorsy encourages unethical/disreputable RV owners to use their platform. This is apparent for a few reason. 1. There is a clear failure to properly ****** owners in advance. 2. Outdoorsy allows RV owners participate in a billing scam by charging your credit card for thousands of dollars for fake damages, without any evidence to substantiate the ********. Companies like AirBnb will make owners have to show evidence to claim reimbursements, but Outdoorsy allows RV owner's to charge credit cards whenever they want.3. Outdoorsy's support team does not answer the phone. When they do answer it, they simply tell you that it's not their problem.

  

  Business Response

  Date: 08/12/2023

  Dear *****,
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We're very sorry you've had a negative experience with our platform due to a damage claim. Upon review, it appears that the claim is under investigation, and our Claims representative will be in touch with you soon to provide you with an update. Please rest assured that our team is aware of the charges to your card and your security deposit. Our Customer Experience Specialist has reached out to you regarding this, so if you have any questions or concerns, please feel free to reach out to him directly within the email thread you've been communicating.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

  Customer Answer

  Date: 08/14/2023

  Complaint: 20419805
  

  Thanks for your responses. I appreciate that your teams are investigating this situation.

  I am rejecting your response because it's imperative that companies such as **************'s can no longer use your platform. There are 30+ reviews across ****** and Yelp of this company using your platform to complete credit card fraud. I understand that Outdoorsy didn't directly create the credit card fraud, but your platform's ability to charge credit cards immediately without a review period or proof of damages has enabled **************'s to create their scandal of a business.

  When I claim damages through platforms like AirBnb, I cannot charge my guests credit cards. I have to send all documents to AirBnb's customer support team. After they review all documentation, then they can properly charge the guests accounts for damages. I highly recommend using this system. My lawyer, who is planning to focus on **************'s, mentioned that your firm is highly susceptible to a potential class action lawsuits for enabling this type of activity.

  In order to resolve my complaint, I will require the following:

  1. **************'s must be kicked off your platform.

  2. We must come to a reasonable resolution with my current case. **************'s must use an independent third party for pricing of all claims and there must be undeniable proof that their claims are legitimate. Given their reputation and past fraudulent actions, I find this near impossible to ensure.

  
  Regards,
  
  ***********************

  

  Business Response

  Date: 08/21/2023

  Dear *****,
  
  Thanks for your response. We apologize for any frustration this has caused you. We'd like to reassure you that we've shared your feedback with our teams so we can review the dealer's listing. Thank you for bringing this to our attention. Once again, if you have any questions or concerns, please don't hesitate to reach out to our Customer Experience Specialist within the email thread that you've been communicating.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

  Customer Answer

  Date: 08/21/2023

  Complaint: 20419805
  
  I am rejecting this response because there is still work to be done on this front. Please let me know how this process progresses. 

  I would also like to take note that I received a document from *************** last week called "STATEMENT OF FACTS FROM ***************."

  Unfortunately, much of the document is not factual. This comes as no surprise, given the history of this company. Below are several of the incorrect statments within this document.
  
  *************** accused me for being misleading about the destination of my trip. This is completely false. The owner states that I claimed I was staying at *********************. I am not sure where they came up with this accusation. In the attached documents, you can clearly see that I indicated I was staying in *************, *********. 
  
  
  *************** accused me of being either "drunk of very hungover." I competed in a softball tournament that morning (and won), and also drove the ** safely to the drop-off destination. I was certainly neither drunk or "severely hungover." There is This is an absurd attack on my character and clearly reflects an attempt from the owner to defamate me. 
  
  
  The owner states that the waste tanks were completely full. This, again, is completely false. We never used any sinks, showers, or any functions of bathroom. This is also proven by the fact that they did not charge us for needing to empty the tanks. The water tank was full when we returned the **, and the waste tank was completely empty. If they deny this, then this is an indisputable lie. 
  
  
  The owner claims that I never provided my insurance information. This one is confusing because I not only shared my insurance card with them before the trip, but I also provided it after the trip to *************. This is the company that represents insurance claims for ***************. Please email ********************************** to confirm this. 
  
  
  The owner claims that that he received a fair quotes from service technicians. This is not true since they used a technician that works for their own company. It is evident through their mispriced costs of replacement items and reputaiton as a company that they use this person to provide outlandish quotes that are not actually the cost of replacement.
  
  His original false claims were are also included in this document. Those include:
  The owner also states that we put "stickey substance" in drawers. We did not use any drawers.
  The owner states the blinds were broken. We never used any blinds. They also never provided proof that the blinds were broken afterwards. This is a fictional accusation.
  
  I don't believe that this event can be accurately settled given the dishonest nature of ***************. Considering even their "statement of facts" includes five newly created lies, I highly recommend taking substantial actions your end.

  Regards,
  
  ***********************

• Initial Complaint

  Date:08/03/2023

  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 am a camper owner that rents out my camper on outdoorsy.com. The last rental left my residence on July 24, 2023 and I received an email 2 days later on July 26, 2023 that my payment has been released. After 5 business days, I still did not receive payment. I contacted Outdoorsy, and they stated it was my financial institution "rejecting" the payment. I contacted my bank and they stated no payment has been received to be rejected. I contacted Outdoorsy again and this time I was told the "payment stalled." I asked what that meant, and the customer service representative hung up on me. I emailed customer service, chatted them, and called them again. I got three different answers each time, from "we never received payment from the renter," to "it's a problem with our vendor, it's not our fault," to "it's your bank rejecting it." No one will give me a direct answer and I am now out significant money. EVERY customer service rep hung up/disconnected with me. DO NOT RENT YOUR CAMPER THROUGH THEM.

  

  Business Response

  Date: 08/08/2023

  Dear *****,
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We're very sorry you had a less-than-perfect experience with our service due to the issue with your payout on your last rental. That's definitely not the experience we prefer our hosts to have. Upon review, it appears that the payout was processed on 7/26; however, there was a technical issue with the payment processor which caused the delay in processing it to your connected bank account. No worries, we've gone ahead and resolved the issue, and I confirmed that the payout is already processed to your account.
  
  We'd like to reassure you that payouts are processed 48 hours after the guest's trip starts and rest assured that we'll do everything we can to ensure we take the right steps to prevent issues like this where we can. I see that our Customer Experience Specialist has reached out to you regarding this. If you have any questions or concerns, please feel free to reach back out to him within the email thread that you've been communicating.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

• Initial Complaint

  Date:07/26/2023

  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.

  March 2023- July 2023 $1019 CAD *********** promotes private vehicle owners to rent out but do not provide protection to consumers when there is an issue with the host or the quality of the vehicle that is being rented. The host was extremely rude and outdoorsy did absolutely nothing to provide any assistance. I rented the use of a camper *** for July 2, 2023 to July 7, 2023. The *** that I received was not even close to the description given by the website and had significant safety issues. For one, you will notice the huge crack across the entire windshield along with two big divots where rocks have chipped at the windshield. Though it does not interfere with your line of vision, any rock or stone that hits it next has the potential of breaking the entire windshield while you're diving. 2. There is no rearview mirror in the *** so you only need to use the side mirrors which the drivers side is also cracked. 3. The main door of the *** does not open from the inside causing a significant safety concern. If you need to get out of the *** you need to climb over the cabinets behind the front seats. 3. When braking you will notice a sound when the brakes are engaging according to the host. The steering wheel will also shake significantly. If traveling through the Rockies you will be going down some very steep roads and the brakes and shaking will make anyone uneasy. 4. The *** provides no privacy. The host will provide you with a curtain that you will need to hang up using binder clips. I stayed at several campsites and when the lights are on in the ***, you will see right into the inside from both the back windows and the window on the main door. Again making anyone uncomfortable when needing to change or sleep. Other minor issues 1. The *** offers no ventilation, therefore you will need to crack the windows open for any type of air to circulate through. 2. There are wires just left scattered on the floor creating a trip hazard. 3. Your drive will not be quiet as there are drafts coming from the windows and doors. 4. The heat/cool work intermittently. Review of the host: 2 days before my departure the host emailed me to let me know that the main door of the *** did not open in front of the inside. I shared with them my concern regarding safety and they assured me that the *** would be fixed for my arrival. Hours later they submitted a cancellation via outdoorsy. I explained to both the host and outdoorsy that they have left me the option of not canceling because there were no other rentals for my travel period. I had all my campsites reserved and leaving me with only 48hrs to find an alternative put me in a very bad position of potentially having to spend thousands of dollars more to change my car rental and accommodation, if I was even lucky to be successful and booking anything last minute. No bad days has several people running their rental that seem to not have good communication with one another. The day of my arrival my flight was delayed by 2 hrs. I notified the host 4.5 hours prior to let them know that I would be there at said time. When I landed I was greeted by the host being annoyed because that is not the time that was agreed uponWhen I told the host during my 2nd day of the door still not working, they suggested that I interfere with my trip so that I can drive the *** back to them 1.5 hrs away so they can see it. Not once did they ask if they could come to me to check it out.The day prior and day of my departure really goes to show the type of host you will be dealing with. My rental agreement stated that I was to drop off the *** by 1pm. The day prior I messaged the host to confirm drop off time. They mentioned to me that it would be 9:30 or that they can rent the *** for an extra night. I mentioned that I did not think that was an option because I was told they had a renter that evening and needed the *** back by 1pm. They then just responded with oh yea, we need it back by 9:30. I told them that the rental agreement stated 1pm. Even with the messages regarding fixing the *** door, there was a lot of contradicting going on. The morning of my departure, I was notified that my evening flight was canceled. I made arrangements with the airline to get on an earlier flight. I informed the host that I would have to drop off the *** at 10:30 due to the change of flight. The response by the host was It does not work that way, you need to drop off the *** at either 9:00am or 1:00pm. I again explained the situation I was in and that I had no control over the airline canceling my flight and that I needed to take the next available flight home. This was not taken with any ounce of understanding from the host. I understand that this creates an inconvenience to the host but again you would think that there would be some empathy shown by the host and that they would try to accommodate meeting you at the time you can drop off the ***. Unfortunately, the conversation escalated to the point that outdoorsy needed to be contacted and really didn't provide much assistance. The host made me feel so nervous that I would either miss my flight home or that if I just dropped the *** off they would report it stolen if they were not there to receive it. Fortunately, the host was there and to say that the exchange was less than pleasant is an understatement. I was called a ***** and that my life must be so miserable because I was inconveniencing them with my situation and not doing as they wanted me to which was you have until 9:30am to bring back our *** I informed them I was 2 hrs away and that I messaged them as soon as I got off the phone with the airline. Their response was stop making excuses and start driving Again, I understand the current situation puts us all in an inconvenient position, however the lack of understanding and mistreatment provided by the young host is completely unacceptable. Please do your due diligence before renting a *** from this group.

  

  Business Response

  Date: 08/01/2023

  Dear Ambar,
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We are very sorry you had a less-than-perfect experience with your rental. That's certainly not the experience that we want for you. Our guests' safety and comfort are our top priority, so please rest assured that we've shared your feedback with our Marketplace Quality team so we can ensure we're always providing the best product and service possible.
  
  Upon review, it appears that your case was sent to our Resolutions team for dispute; however, since you have a chargeback with your credit card company, we're unable to proceed with our internal dispute process as our payment processor won't allow us to issue refunds on disputed charges. It appears that you advised our Resolution Specialist that you continue your dispute directly with your bank, so your case was closed on our end.
  
  We sincerely regret your negative experience. This is definitely not the intended outcome we'd prefer our guests to have.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

  Customer Answer

  Date: 08/02/2023

  Complaint: 20378473
  
  I am rejecting this response because:

  The credit card dispute has been resolved and no longer a pending issue. Unfortunately, you as the company, hid behind legal contracts to exclude yourself from any responsibility. Your response to my complaint primarily stated that you are not responsible for the condition of the vehicle provided by the host. Unfortunately, that is unacceptable. You as a company should be concerned for the safety of all renters especially when they provide you with specific proof of all the safety concerns that were included in my complaint. The vehicle in question is still being rented out by the host, which further proves that your concern for people's safety is not an issue. 

  Not only did I have safety issues with the vehicle but also the manner in which I was treated by the host was distasteful. Not only from the way I was treated by the host at arrival but also by the lack of respect and empathy on the day of my departure. Even then, your company, showed more protection to the host than myself. With all my concerns and disputes you as a company took the hands off approach.

   

  Therefore, I believe that you the company, Outdoorsy, should be held with some type of accountability for the products and services you are advertising to people. Not only did I have a horrible experience with the vehicle and the host but my safety concerns during my rental period were legitimate and should be taken more serious that just hiding behind disclaimers and contracts. 
  
  Regards,
  
  *************************

  

  Business Response

  Date: 08/08/2023

  Dear Ambar,
  
  Thanks for your response. We're glad to hear that your credit card dispute has been resolved. We'd like to reassure you that we've passed your feedback about your experience and the issues you encountered with your rented RV along to our Marketplace Quality team so we can review the host's listing. Once again, thank you for bringing this to our attention.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

  Customer Answer

  Date: 08/08/2023

  Complaint: 20378473
  
  I am rejecting this response because I do not agree with what you sent my credit card company as a response to my complaints not only on the company but also the host. The dispute was closed by my credit card and did not credit my account. Therefore, I am submitting this complaint based off the lack of accountability that you the company has taken. You have done nothing on your part to take action on the host or acknowledge that the van that I rented was not described properly. I paid $1019 CAD for a van that was dirty with sever safety issues. The van was described as in good condition and it was far from that.Cracked windshield, no rearview mirror, holes on the floor and a non-working main door. Not to mention draft noises while you drive, braking issues and concerns all of which I have photo and video proof of.  This is why I am asking for a full refund. This description is misleading to any renter. The host should be made responsible by your company to reimburse me for the misleading description and poor treatment. 
  
  Regards,
  
  *************************

  

  Business Response

  Date: 09/07/2023

  Dear *****,
  
  We're sorry to hear that your dispute did not rule in your favor. Since the dispute was processed by your credit card company, we recommend that you reach out to them directly for any questions or concerns.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

  Customer Answer

  Date: 09/07/2023

  Complaint: 20378473
  
  I am rejecting this response because:
  The company has done nothing to attempt to resolve this manner. 

  
  Regards,
  
  *************************

  

  Business Response

  Date: 09/25/2023

  Dear *****,
  
  Thanks for reaching out again. We're going to reopen the case on our end. Please allow ***** business hours for our Resolutions Specialist to reach out to you directly via email to restart our internal dispute process.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

• Initial Complaint

  Date:07/05/2023

  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 used outdoorsy for our ** trip near *********. We rented the ** for 7 nights. Our booking number is *******. We paid $1494 for the booking. Firstly, the ** was of poor quality - side view mirrors won't stay in place while driving, sockets don't work, tank sensors don't work properly, propane supply was turned off and the host didn't bother to check before they gave the ** to us. We were ok to ignore those as normal issues and look past that. But, the thing that surprised us was the charges we were charged after returning the **. The host charged us $250 for emptying the black tank. But the thing we emptied it just before returning the **. This is clear fraud. And then the host host $690 for other items that were excessive compared to the damages. Of the $690, $540 was because our 1 year old wrote something with a pen on door armrest. And $110 were to fix one single blind that was broken from very old blinds that the host had. And $40 was for a stain on comforter. The host didn't follow any of the outdoorsy protocols for return like going through the return forms and signing. They just charged us at their will. We raised a dispute with outdoorsy and after submitting a lot of information, outdoorsy representative decided that they will refund us only $200 out of the $940 that the host decided to charge. This is an unfair charge. On top of that outdoorsy representative emailed us on July 1st (Saturday) saying that if we don't reply by July 3rd they will consider the dispute closed and refund just the $200. Luckily we saw the email before our camping trip and replied. But even this seems like very unfair policy to outdoorsy users. Apart from a;; that, I don't see how outdoorsy can let the host continue on their platform knowing that the host has charged fraudulently and is in dispute with a customer.

  

  Business Response

  Date: 07/14/2023

  Dear *************,
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We are very sorry you had a less-than-perfect experience with your rented RV. That's definitely not the experience we prefer our guests to have. Our guests' safety and comfort are our top priority, so thank you for bringing this to our attention. Please rest assured that we've shared your feedback with our Marketplace Quality team so we can ensure we're always providing the best service and product possible.
  
  Upon reviewing your dispute, it appears that a $500 refund was processed to your original payment method on 7/4 and your dispute is resolved. If you have any further questions or concerns, please don't hesitate to reach back out to our Resolution Specialist within the email thread that you've been communicating.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

  Customer Answer

  Date: 07/26/2023

  Complaint: 20263986
  
  I am rejecting this response because:
  

  This business didn't follow their own standards where the host is supposed to walk through when the ** is returned.
  The host clearly lied about dumping the black tank and outdoorsy still has the host up on their platform.
  The charges were outrageous - more than $500 when kids scribbled and the owner decided to replace the whole armrest.
  Rather than go into the details of the charges and charge a fair amount, outdoorsy just said we either have to accept the $500 refund or go through their arbitration process through **********.
  Outdoorsy should vet the charges made by the owner instead of letting them charge whatever they want.

   

  

  Business Response

  Date: 08/03/2023

  Dear *************,
  
  We understand your frustration, and we're sorry that you're dissatisfied with our resolution process. Upon further review, it appears that the host provided photos showing the damages and the condition of the ** upon return, as well as the invoice they paid for draining the black tank. We'd like to reassure you that we take all disputes seriously; therefore, a thorough and fair investigation of all evidence provided by both parties was conducted to reach an amicable resolution. Please feel free to reach back out to our Resolutions Specialist within your email thread for any questions or concerns about your dispute.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist