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.
53 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:07/05/2023
Type:Service or Repair Issues
Status:
ResolvedMore 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.
06/25/2023 made a rental purchase for ****** for a rv from outdoorsy.com and a day before my booked trip he clames he double booked and couldn't honor the contract haven't heard from him nor can I get outdoorsy to stop hanging up on me to get a refund
Business Response
Date: 07/14/2023
Dear *******,

Thank you for reaching Outdoorsy Customer Support via ********************. We are very sorry that your original booking was canceled. That's definitely not the experience we prefer our guests to have. Upon review, it appears that a full refund was issued as credits to your Outdoorsy account on 7/2. Our Customer Experience Specialist has reached out to you regarding this, so please feel free to reach out to him directly within the email thread that you've been communicating for any questions or concerns.

Thank you,
************
Outdoorsy BBB Support Specialist
Customer Answer
Date: 07/16/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***************************
Initial Complaint
Date:06/28/2023
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.
Outdoorsy doesnt follow their stated cancellation/deposit policy. Payments are not actually received when accepting a booking request. **************** makes up new cancellation/deposit policy to fit their narrative. Outdoorsy owes me for a booking request I accepted.
Business Response
Date: 07/08/2023
Dear *****,

Thank you for reaching Outdoorsy Customer Support via ********************. We are sincerely sorry if there's any confusion about our payout policy. Please be advised that payouts are only issued for confirmed bookings and are released to the hosts' connected bank account 48 hours after a trip starts. Upon reviewing your account, it appears that you don't have a confirmed booking on our platform. The two booking requests you accepted didn't go through due to the guests not completing their reservations. This is reflected in the Bookings section on your Outdoorsy dashboard. If you have any further questions, please feel free to reach back out to our 24/7 Customer Support.

Thank you,
************
Outdoorsy BBB Support Specialist
Initial Complaint
Date:06/28/2023
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.
Neg. 5 stars. Had to rent a 25' ** for a Memorial Weekend. Our friend's property couldn't accommodate our 35' *** Needed a safe clean place to be since my girlfriend was only 6 weeks post-op from a major surgery and needed daily showers/dressing changes. Referred from Outdoorsy to vendor *********************** (*******, **) for a 25' rental *** On May 26th we met and picked up the *** We drove 300 miles (5 hours) to get to our friends property, stopping for gas and to fill the water tank with fresh water. Parked, stabilized, unhooked, leveled and opened propane tank valve without issue. Upon entry we saw a film of brown-sticky grime visible and tactile on the floor wherever a wall/counter met the floor. The fridge had visible discolored food residue throughout. The thermometer for thermostat was lying on the floor. Attempted to turn on the fridge with propane-not functional). Attempted to light any part of the stove-non-functional. Attempted to light furnace, fan cycled on but nothing lit-non-functional. The hot water did not flow from kitchen sink or shower. It did flow through the bathroom sink on the cold side. We shortly realized that the fresh water tank hadn't been previously drained. All our water was rancid and bacteria laden. Went out and started generator. Again attempted to turn on fridge, stove, and furnace, still non-functional. We were a few hundred feet from the snow line and had no cell service. We knew it would be cold. Thank god we brought an extra comforter because when we pulled the ** supplied comforter from the cabinet we saw visible f**** on it. Most miserable experience. We came back a day early. Contacted the vendor when in cell service. Upon return, we walked through/around it with him, verifing it's inability to function. (We have video and picture proof of non-functional status.) Four-days after return he filled a false damage claim to retain his money. Outdoorsy said we were entitled to $150 refund of our $1225 spent. Alll proof is now on ********
Business Response
Date: 07/06/2023
Dear *******,

Thank you for reaching Outdoorsy Customer Support via ********************. We are very sorry to hear you had a less-than-perfect experience with our platform due to the condition of your rented RV. This is most 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. Upon review, it appears that your case is handled by our Resolutions team and our Resolution Specialist provided you with an update yesterday. If you have any questions or concerns, please feel free to reach back out to her within the email thread that you've been communicating.

Thank you,
************
Outdoorsy BBB Support Specialist
Initial Complaint
Date:06/16/2023
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.
My wife and I rented our vehicle through Outdoorsy, a ride-sharing platform, to a guest between April 27th and May 15th, 2023. When we met the guest, we asked him to show his driver's license and insurance card. He showed us both, and we looked at his picture and his names on both cards. The guest returned our vehicle with thousands of dollars worth of damage, approximately 9k. The vehicle is still in the auto shop on 6/15/2023. Outdoorsy insurance stated they would not cover it because the guest used my vehicle to tow another. The guest was told this vehicle was not for off-road. Furthermore, the guest did NOT have proper insurance. We have been stuck taking Uber and **** to work and managing to share one vehicle. We have a family of five, which is very difficult, especially with school. We canceled our Family camping trip because my vehicle has a camper on the back and my vehicle was indisposed. The guest got away with damaging my vehicle, and we are stuck with a massive bill that has caused tremendous stress on my family. When asked if Outdoorsy could help provide a rental, they stated they would not. I feel Outdoorsy did not act in good faith. It states on outdoorsy s website that" Outdoorsys $1 million insurance protection program covers you, your vehicle, and every approved renter in the case of any covered incidents. Rent worry-free knowing weve got you covered." and" All drivers, including the primary contract signer, must be verified through the Outdoorsy verification process." This was obviously not the case and outdoorsy has not commented on our recent e-mails. I want everyone to know what has happened to us and to help protect families from financial loss. Booking **********
Business Response
Date: 06/24/2023
Dear *****,

Thank you for reaching Outdoorsy Customer Support via ********************. We are very sorry you had a less-than-perfect experience with our platform due to your claim being denied. Upon review, it appears that the damage occurred as a result of towing, which falls outside the scope of our policy. I've provided a section of these Terms for your reference.

"Under no circumstance shall (and the occurrence of such shall constitute a material breach of these Terms):
towing or pushing anything using the Vehicle"

We understand this may not be the resolution you were hoping for, and we sincerely regret any frustration this has caused you. This is most definitely not the intended outcome we'd prefer you to have. If you have any further questions or concerns, please feel free to reach back out directly to the Claims representative within the email thread that you've been communicating.

Thank you,
************
Outdoorsy BBB Support Specialist
Customer Answer
Date: 06/26/2023
Complaint: 20193095

I am rejecting this response because: I was not the one that broke the policy. Furthermore, your insurance knows that damage like this cannot be done by "towing a vehicle." There were multiple issues found with the vehicle. The inspection shows for itself. Unfortunately, the individual that rented the vehicle lied and your company used this as a scapegoat.
I will be glad to share this information on social media and news outlets educating other families of the risks associated with your ride sharing platform.

Regards,

*********************
Business Response
Date: 07/05/2023
Dear *****,

Thanks for your response. Upon further review, it appears that your case was sent to our Resolutions team for dispute. Our Resolution Specialist has reached out to you regarding this and will follow up with you for updates within this week.

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

Thank you,
************
Outdoorsy BBB Support Specialist
Initial Complaint
Date:05/26/2023
Type:Billing Issues
Status:
ResolvedMore 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 ordered a stationary ** rental for dates 5/17/23-5/22/23. Outdoorsy erroneously charged me $173.70 for vehicle protection package insurance I did not order as this was a stationary rental. Outdoorsy initially neglected to charge me for delivery fee of **. After speaking with them I verified and approved the delivery fee, however Outdoorsy refuses to refund full amount of the erroneous insurance charge of $173.70 but offered me a $50 adjustment only. I am seeking full refund of the $173.70 charge. Attached documentation was provided to me by the ** owner on 5/22/23.
Business Response
Date: 06/02/2023
Dear ******,

Thank you for reaching Outdoorsy Customer Support via ********************. We are very sorry to hear you had a less-than-perfect experience with our platform due to the vehicle protection package on your recent booking. Upon review, it appears that the delivery fee was not included in your reservation at the time of booking which is why there was no option to select the Stationary Protection Package. It was added when you were already on your trip and about to return on 5/22, so we'd like to reassure you that there was no error on our end. Please be advised that the Stationary Protection Package is only available to guests if "delivery" is selected during checkout or added before handoff.

But no worries, we've gone ahead and refunded $102 to your original payment method for the difference in the insurance cost as a one-time courtesy. Please allow **** banking days for the funds to reflect on your statement. If you have any questions or concerns, please feel free to reach our 24/7 Customer Support via chat or by calling ************.

Thank you,
************
Outdoorsy BBB Support Specialist
Customer Answer
Date: 06/05/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*********************************
Initial Complaint
Date:04/25/2023
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.
On April 18th I submitted a request to rent an RV from Outdoorsy. The total dollar amount was $1265.00 but was ASTOUNDED they withdrew it ALL a day later, BUT today, five days later they still haven't approved my license to drive it! I was NOT notified in ANY way and as a result I discovered my bank penalized me $30.00, SIX times for a total of $180.00 in overdraft fees! I called Outdoorsy's *************************** immediately (Sun.night 4/23) to ask how this was possible especially since I'm not authorized to even drive yet?? They said I could have clicked on a link (somewhere) to see where these details were posted.. WHAT? WHERE?That link is NOT obvious nor REQUIRED and I proved it to him while we were on the phone when he walked me through a mock trip request to show me where it was. I scrolled right past that "obscure link" and hit submit like I did for my trip. He chastised me saying "I didn't tell you to click the submit button yet, and I said "but I did and was able to which proved my point! How would I have known?I asked but they REFUSE to reimburse ANY of the $180.00 charges because according to Outdoorsy it was MY lack of due diligence!. Noooo, it seems intentionally deceptive, after-all they gain financially because they KEEP their Service Fee (mine was $80.00) PLUS the taxes applied to the transaction regardless of whether you take the trip or not! PRIOR to taking your money they should be REQUIRED to:*PROVIDE an OBVIOUS, MANDATORY financial disclosure before "submitting."*REQUIRE YOUR DRIVERS LICENSE be APPROVED by them PRIOR to debiting an account! *E-MAIL a receipt when funds have been transferred . ** my state anyone 65 and over (which I am) *** have to take additional tests to get their drivers license renewed. If I failed or was unable to renew my license for whatever reason, ********************** still profits because they keep some of your money! I will NEVER do business with them again!Respectfully,***************************
Business Response
Date: 05/03/2023
Dear *******,

Thank you for reaching Outdoorsy Customer Support via ********************. We are very sorry for any confusion with our booking process. That's definitely not the experience we prefer our guests to have. Becoming a verified driver is a required step in order for the insurance protection package to be valid, and we're sincerely sorry if our instructions were not clear enough on your end.

Transparency is very important to **, and we'd like to reassure you that the guest's driver verification and insurance status are clearly indicated on the trip page. During the booking process, guests are automatically prompted to complete this step right after checkout, but guests have the option to complete it at a later time before their booking start date. Additionally, please rest assured that email notifications are sent to both hosts and guests to ensure that all drivers complete the verification before handoff.

Upon review, it appears that you've been verified as an insured driver, so you're all set. Regarding the overdraft fees, we recommend that you contact your bank directly to request a refund from them as these fees are not charged by Outdoorsy. We sincerely regret any inconvenience that this has caused you. If you have any questions or concerns, please feel free to reach our 24/7 Customer Support.

Thank you,
************
Outdoorsy BBB Support Specialist
Customer Answer
Date: 05/09/2023
Complaint: 19977855

I am rejecting this response because;
Sure after the days long debacle they finally did validate and then make the Driver Verification visible, but what they did NOT make visible and impossible to find are all the fees and the dates they pull them from your account. It is NOT mandatory to review them (I proved that while on the phone with the **************** Rep), in fact that information is not available after the trip is booked as I had tried to access it over and over again!
It is only accessible when you are booking a NEW trip, afterwards there is NOTHING. I learned this when the Rep walked me through a mock trip where he had to point out exactly where I COULD have clicked to see it, but again, this was NOT obvious nor mandatory! And let me add the insurance rate appears to be a flat rate, NO WHERE does it say the amount is a DAILY RATE! They hide that well too. I only received a copy of the invoice when I met with the ** owner the day I was leaving.
At a MINIMUM when booking they should send an invoice via email showing the totals, plus when and how much money they will pull and WHEN from an account! Had they done THIER due diligence, I wouldn't have been hit with $180.00 in overdraft fees!
And I DID contact my bank. They were kind enough to refund $90.00 (half) in fees that were not my fault I want the additional $90.00 refunded from Outdoorsy.
Also, on a side note I would like to add that Outdoorsy has a horrible "Early Return" policy. This just adds to their shady practices. I returned two (or three) days early depending on who you talk to there expecting an insurance and rental refund; HAH! I did get a refund on the insurance, which I was initially shorted one day. It was corrected after ANOTHER call to ****************, but ********************** says the rental days refund is left to the discretion of the ** owner. WHAT a rip off! The owners have no obligation to refund anything; the contract is with Outdoorsy and that should be stipulated as part of the agreement!
This is looking more and more like cause for a Class Action suit against them! I am NOT the only one angry; just look at the number of BBB complaints!
I am kindly requesting the return the $90.00 in overdraft fees I was charged.

Regards,

***************************
Business Response
Date: 05/12/2023
Dear *******,

Thanks for your response. We're sorry you had trouble finding your payment details. We'd like to reassure you that all information regarding your fee breakdown which includes the rental amount, insurance, taxes, and fees is clearly indicated in the Payment Details section on your trip page on your Outdoorsy dashboard. Additionally, the booking receipt is available in the Rental Documents section as soon as the booking is confirmed. Upon further review, it appears that you uploaded an expired driver's license which is why your verification initially failed and that you had to submit your temporary license to our Trust and Safety team. This contributes to the delay in processing your driver verification.

Regarding your concerns about early return, please be advised that all bookings are subject to the host's cancellation policy. A refund for the rental amount due to an early return will require a host's authorization to reverse their payout from their bank account. We're glad to hear that your bank refunded a portion of your overdraft fees. Once again, as these fees are not charged by Outdoorsy, we're very sorry that we're unable to process any refunds 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: 05/15/2023
Complaint: 19977855

I am rejecting this response because:
Their response is just another attempt to place blame back on me, by trying to make me look like a brainless idiot. I assure you, THAT I am NOT.
Again they fail to acknowledge that the billing link is obscure and easily by-passed. It is NOT required to proceed. It is easy to assume an invoice would be obvious and apparent. It is the standard business practice of all "credible" companies online or otherwise.
I might add, the same type of deception is used regarding fees for their mandatory insurance coverage. It is shown as a flat rate, but is actually an outrageously expensive DAILY charge conveniently added to the infamous obscure invoice.
As I said from the beginning,, the invoice is NOT accessible unless you are in the process of booking a NEW trip which I did after the fact with customer service so he could show me where *********** invoice link was hiding.
Once your reservation is accepted, that obscure link is no longer acessible and you do not get a break down of costs until you pick up the ** for your trip.
Yes I know I had a temporarily expired driver's license, but again you made it nearly impossible to receive and/or acknowledfe the written letter from the *** that is used until the plastic one is mailed. If I remember correctly, there were 18 different emails sent/received trying to resolve this and six attempts to validate the new license on the website once I got it.
Needless to say, you were quite capable and eager to pull funds from my account even though you didn't have an authorized driver! That wasn't settled until just days before my departure date!
It was like a trap. If for some reason I wasn't able to pass my vision exam or other tests the *** can perform on drivers 65 and over, you would have been sure to retain your fee and taxes! Meanwhile I would have been out that money AND $180.00 in bank charges!
Resolving the issue now through the BBB is the quickest and easiest way to resolve once and for all. I am again requesting you refund the remaining $90.00 of over draft fees.
This is a matter of principle and something I am determined to continue to pursue.
Regards,

***************************
Initial Complaint
Date:03/27/2023
Type:Product Issues
Status:
ResolvedMore 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.
The business has a misleading refund policy. The policy clearly says in bold 100% of the money is refundable, then has a later on sentence saying they wont refund fees. I want a full refund.
Business Response
Date: 04/04/2023
Dear ****,

Thank you for reaching Outdoorsy Customer Support via ********************. We are very sorry for any confusion with our cancellation policy. We'd like to clarify that the 'booking total' which includes the rental amount and the host's add-on fees does not include the service fee and tax. The service fee and tax are non-refundable as stipulated in our cancellation policy. I've included the link to our cancellation policy article below for your reference. This article also indicates the three main components of the total rental cost which include the booking total, service fee, and protection package.

***************************************************************************************

Upon review, it appears that a full refund for your canceled booking has been issued to your original payment method on 3/31 as a courtesy. Please allow **** banking days for the funds to reflect on your statement. 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 that you've been communicating.

Additionally, we'd like to reassure you that we've shared your feedback with our team. Transparency is very important to us, so we thank you for taking the moment to share your feedback.

Thank you,
************
Outdoorsy BBB Support Specialist
Customer Answer
Date: 04/04/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I suggest the business update the language in the cancellation policy to avoid future issues.

Regards,

***********************
Initial Complaint
Date:03/22/2023
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.
Dear Better Business Bureau,I am writing to file a formal complaint against Outdoorsy, Inc. (Outdoorsy.com) for deceptive business practices and false advertising regarding an ** rental I procured through their platform. I would like to bring this matter to the attention of the Better Business Bureau in the hope that it will help protect future customers from similar negative experiences.On 3/10/23, I rented an ** from Outdoorsy.com (Rental Confirmation Number: *******) for a trip I had planned weeks in advance. The listing on Outdoorsy's platform clearly advertised that the ** would have a fully functional generator and microwave, as well as a strict no-smoking policy. Based on this information, I decided to rent the ** for my trip.Upon taking possession of the **, I discovered that both the generator and microwave were not in working condition. These components are essential for any enjoyable ** experience, and their non-functioning state severely impacted my trip. Furthermore, the ** smelled strongly of cigarette smoke, even though the listing explicitly stated a no-smoking policy for the vehicle.I reached out to Outdoorsy's customer support to address these issues and seek a resolution, but my efforts have been unsuccessful thus far. I believe that I am entitled to compensation for the inconvenience and damages caused by the misleading information and the malfunctioning features of the **.Given the deceptive business practices and false advertising I experienced with Outdoorsy, Inc., I kindly request that the Better Business Bureau investigate this matter and take appropriate action to ensure that future customers are not misled by inaccurate information on their platform. I have attached relevant documentation, including the rental confirmation and correspondence with Outdoorsy, to support my complaint.Should you require additional information or clarification, please do not hesitate to contact me at *********************** or **********.
Business Response
Date: 03/28/2023
Dear *****,

Thank you for reaching Outdoorsy Customer Support via ********************. We are very sorry to hear you had a less-than-perfect experience with our platform due to the condition of your rented RV. This is most definitely not the experience that we want for you. Our guest's 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 review the host's listing and ensure that we're always providing the best product and service possible. Upon review, it appears that your dispute was sent to FairClaims for legal arbitration. If you have any questions or concerns, please don't hesitate to reach back out to the Resolutions Specialist within the email thread that you've been communicating.

Thank you,
************
Outdoorsy BBB Support Specialist
Customer Answer
Date: 03/28/2023
Complaint: 19631851

I am rejecting this response because:

I hope this message finds you well. I am writing to inform you that the response I have received from Outdoorsy regarding my complaint, case number (referenced), does not adequately address the main issues outlined in my original complaint. I am requesting your assistance in obtaining a more direct and satisfactory resolution.
In my initial complaint, I mentioned the following key concerns:
[Issue #1]: falsely representing information on their platform
[Issue #2]: fraud
[Issue #3]: Bait and switch business practice
However, the response provided by Outsoorsy was vague and failed to address these specific issues. Instead, they offered general apologies and assurances without providing a clear plan of action or resolution. As a result, I am left feeling frustrated and unheard.
I understand that the BBB is committed to ensuring fair business practices and effective resolutions for consumers. With this in mind, I kindly request that you review my complaint and the response provided by Outdoorsy. I hope that your intervention will prompt a more direct response from the company, addressing the issues outlined and offering a satisfactory resolution.
Please let me know if you need any additional information or documentation to support my case. I truly appreciate your attention to this matter and your assistance in resolving this issue.
Thank you for your time and support.
Sincerely,

*************************
Business Response
Date: 04/05/2023
Dear *****,

We're very sorry you're dissatisfied with our response. Upon further review, it appears that our Resolutions Team did not receive evidence showing that the generator and microwave were not working condition. Additionally, the host advised that the microwave was just unplugged and didn't charge you a late drop fee to compensate for the issues you encountered. Since we're unable to come to an amicable resolution to your dispute, your case was sent to ********** for legal arbitration. This is in accordance with our Terms of Service that were agreed to at the time of booking. Ive provided a section of these Terms for your reference:

"You and Outdoorsy agree that any dispute, claim or controversy related specifically to a payment or insurance claim, under $25,000 in value arising out of or relating to the companys Terms, whether between you and Outdoorsy or between you and other Outdoorsy user, or the existence, breach, termination, enforcement, interpretation or validity thereof, shall be settled by binding arbitration administered by ********** (www.FairClaims.com)"

Please rest assured that this is the fastest way to reach an amicable resolution. Again, if you have any further questions or concerns, please don't hesitate to reach back out to the Resolutions Specialist within your email thread.

Thank you,
************
Outdoorsy BBB Support Specialist
Customer Answer
Date: 04/05/2023
Complaint: 19631851

The evidence is owned the signed paperwork from after the rental time that the owner of the ** wrote "generator did not work" when we returned. According to your policies she should have submitted those documents when the rental was completed. Whether she omitted that documentation from this excalated case is not the point.
My point to BBB and to you representative from outdoorsy is your website told me that the ** I was renting had a working generator and a working microwave. The point is they did not work thus your website made false claims on the behalf of the person I rented the ** from. Other customers who spend the time to read BBB reviews deserve to know that they are choosing to enter into an agreement with outdoorsy that negates them from any liability should they encounter the same experience that I do. If this were to go into court for a fee above $25,000 (which it wouldn't) I would be able and willing to provide 25 dads names and phone numbers all from a **** sanctioned event for a daddy's and daughter's retreat that all saw the generator and microwave not working. I do not have a photo or video of the generator not working, who would? And the fact that you are pushing against me so hard and not taking ownership is going to fuel me to make sure BBB knows that you are supplying falsified information on your website and misleading customers who rent through outdoorsy.

Regards,

*************************
Initial Complaint
Date:03/16/2023
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 rented an RV from Outdoorsy on July 27th and returned it on August 4th. Upon the return, the Owner did a one-hour inspection, took numerous photos, and stated that it was damage free. He texted me later that evening, stating how happy he was, and posted a positive review on my renter's profile. Then, three days later, the Owner submitted a damage claim for the exterior of the ***Outdoorsy's Terms state that a claim must be filed within 48 hours of the return of the *** In addition, an Owner must complete a Return Form. Neither of these two conditions was met. I informed Outdoorsy that the claim was filed outside the claim window. I've asked to speak with a supervisor twice and we are still waiting for a callback.Further, Outdoorsy held my deposit beyond the allowed 30 days. However, Outdoorsys Terms state that a deposit is held for a maximum of 30 days. Ive called and emailed Outdoorsy numerous times, and their representatives don't seem to know about the 48-hour claim window or that the deposit can only be held for 30 days. Eventually, the deposit was released. Finally, after 30 days, Outdoorsy decided to send us to arbitration; despite the claim being submitted outside of the 48-hour window. I again messaged Outdoorsy, stating this information.Ultimately, ********** ruled in my favor. They concluded that the claim was filed outside the 48-hour window. In addition, ********** stated that even if the claim was filed within the 48 hours, there was no evidence that the damage occurred during the rental period. This situation has been very stressful especially in the middle of planning/during my wedding and honeymoon. I made it clear to Outdoorsy, on many occasions, that the claim should be rejected. FairClaims didn't result in any new evidence. I'm unsatisfied with Outdoorsy's handling of the claim. Outdoorsy violated its Terms by not ensuring the claim was filed correctly and didn't adequately investigate it.
Business Response
Date: 03/21/2023
Dear ****,

Thank you for reaching Outdoorsy Customer Support via ********************. We are very sorry to hear you had a less-than-perfect experience with our platform due to a damage claim. Upon review, it appears that your booking return date was 8/4/22, and we confirmed the host filed the claim within the allotted 48-hour timeframe, on 8/6/22. Additionally, pre and post-trip photos submitted by the host were taken within the 48-hour window as well, so please rest assured that the claim was in agreement with our Terms and Conditions.

A security deposit hold that results from an exterior damage claim differs from a hold placed by the host for non-insurance related fees such as interior damage, cleaning, missing items, etc. Security deposit holds placed by our claims department will automatically renew and reauthorize every 30 days until the claim is finalized. In accordance with our Terms and Conditions, your case was sent to FairClaims for arbitration when we were unable to reach an amicable resolution. However, I'd like to reassure you the claim has been canceled on our end and a full refund of your security deposit was issued to your original payment method on 9/12/22. If you have any further questions or concerns regarding the claim, please don't hesitate to reach back out to the claims rep within the email thread that you've been communicating.

We sincerely regret any inconvenience that this has caused you. This is most definitely not the experience we'd prefer you to have with Outdoorsy.

Thank you,
************
Outdoorsy BBB Support Specialist
Customer Answer
Date: 03/26/2023
Complaint: 19601453

I am rejecting this response because:
Hello,

Thanks for the response. We have a document from Outdoorsy stating that the coverage was denied due to the claim being filed outside the 48-hour deadline. In addition, FairClaims determined that the claim was not filed within the allotted 48-hour timeframe and concluded that the post-trip photos showing damage were not taken within the 48-hour window.

FairClaims didnt result in any new evidence; we provided the same evidence to Outdoorsy prior to arbitration. Therefore, Outdoorsy didnt properly investigate the claim.

There is no mention in Outdoorsys Terms which state that the security deposit is reauthorized every 30 days until the claim is finalized. Per your Terms, if a claim is indicated within the 2-day timeframe, the security deposit will be retained for 30 days instead of 7. I understand the deposit hold was released; however, it was released after the 30-day window and after I called Outdoorsy multiple times.

The timeline, evidence, and your Terms and Conditions indicate that the Owners claim shouldve been denied, and we shouldn't have gone to arbitration.

Regards,

********************* ********
Business Response
Date: 04/04/2023
Dear ****,

We understand your frustration, and we're sorry that you're dissatisfied with our insurance claims process. We'd like to reassure you that the host filed the damage claim within the allotted 48-hour timeframe from your booking return date. Again, security deposit holds placed by our claims department differ from a hold placed by the host for non-insurance-related fees. Since we were unable to come to an amicable resolution to your dispute, we're sorry that your case was sent to arbitration with FairClaims. 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.

"You and Outdoorsy agree that any dispute, claim, or controversy related specifically to a payment or insurance claim, under $25,000 in value arising out of or relating to the companys Terms, whether between you and Outdoorsy or between you and other Outdoorsy user, or the existence, breach, termination, enforcement, interpretation or validity thereof, shall be settled by binding arbitration administered by FairClaims (www.FairClaims.com)"

Again, we sincerely regret that you had such a 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: 04/10/2023
Complaint: 19601453

I am rejecting this response because:
I dont understand why Outdoorsy states that the claim was filed within the allowed 48-hour timeframe. As *** said, we have a document from Outdoorsy that the claim wasnt filed within the 48-hour window. In addition, ********** ruled that the claim wasnt filed the 48-hour window. The initial resolution shouldve been to reject the Owners claim from the initial filing therefore to avoid arbitration.

Again, your terms dont specially dictate that the security deposit can he held for longer than 30 days after a claim is filed.

The quote you provided is not included in Outdoorsys online terms and conditions. *****, the dispute filed with FairClaims was regarding a damage claim between the Renter and Owner. Outdoorsy wasnt a party in arbitration.

I am happy to provide documentation which proves that the claim was filed outside the 48-hour window.

Regards,

********************* ********
Initial Complaint
Date:03/09/2023
Type:Order Issues
Status:
ResolvedMore 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 reserved an ** rental and had an invoice from the owner which included " stationary insurance" since I would not be moving/transporting the *** I went in and added transportation because the owner was delivering the ** to me. The owner went and deleted the fee because she said she already included the delivery fee. Three days after I paid I received an unauthorized charged for $239.00 that outdoorsy added for premium insurance. I called outdoorsy regarding this fee and reminded them that the owner of the ** already charged me insurance. They took the owners insurance away and added this without my permission. I called twice to dispute and was told that I would receive a callback. I never received a callback. I contacted the owner and she even called outdoorsy to dispute. They told her it was an a auto charge when the delivery fee was taken off which makes no sense. **************** absolutely horrible. I had to report the unauthorized charge to my bank. I will never use outdoorsy again.
Business Response
Date: 03/17/2023
Dear *************

Thank you for reaching Outdoorsy Customer Support via ********************. We are very sorry to hear you had a less-than-perfect experience with our platform due to the additional charge regarding the insurance upgrade to your booking. Upon review, it appears that you filed a chargeback with your bank, so please feel free to reach out to them directly for an update regarding the status of your refund. We'd like to reassure you that we've shared your feedback with our team so we can ensure that we're always providing the best service possible, and please rest assured that our product development team is performing a full investigation into your case.

We sincerely regret any frustration that this has caused you. This is most definitely not the experience we'd prefer you to have with Outdoorsy.

Thank you,
************
Outdoorsy BBB Support Specialist
Customer Answer
Date: 03/31/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***********************

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