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:02/16/2023

  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.

  I rented a vehicle from Stay Wyld via Outdoorsy. The vehicle owner promised to address a matter in a mutually agreed manner. Consequently, I posted a positive review. The owner did not follow through on the promise. When I asked Outdoorsy to remove my review because it is no longer accurate, the service team said they "could not." It's their system, they can remove the review.

  

  Business Response

  Date: 02/21/2023

  Dear ****,
  
  Thank you for reaching Outdoorsy Customer Support via the ******************** platform. We are very sorry to hear you had a less-than-perfect experience with your host. Unfortunately, we wouldn't be able to remove reviews on our platform in order to maintain a fair and safe marketplace for all our users. Upon investigation, it appears that there's a damage claim on your booking. Please feel free to reach out to the claims representative directly within the email thread that you've been communicating for any questions or concerns.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

• Initial Complaint

  Date:02/13/2023

  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.

  As a renter, my main problem with Outdoorsy is they force you to buy their insurance. Even their contact says its optional, but it is not optional. I called them before renting and they said it was mandatory. In using their insurance my personal vehicle rental insurance (if it covers renting an RV, which mine does) becomes moot and Outdoorsy insurance becomes primary. With this said, Outdoorsy has a $1500 deductible, where if you have any kind of accident, they keep the $1500 deductible. This is an unfair business practice. If you have your own insurance that covers rentals, you should not be forced to also buy their insurance, which is much less quality than your own personal insurance, with much higher premiums and less customer service. The small damage we incurred to the vehicle we rented turned into quite the cluster and although everything has been taken care of, we were hit with a $1500 deductible along with the additional charges they insisted on attaching to the rental bill for the insurance coverage. I believe at the time it was an extra $350-$500 for their insurance. This is a scam rental practice.

  

  Business Response

  Date: 02/19/2023

  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. We require the insurance protection package for all bookings to ensure that all of our members are protected and covered. We've raised the bar when it comes to trust and safety, and we'd like to reassure you that we strive to keep our insurance fees as low as possible while providing high-quality protection packages and services to meet the needs of the Outdoorsy community. Please feel free to contact our Claims rep directly within the email thread that you've been communicating for any questions or concerns about the claim.
  
  We sincerely regret any frustration that this has 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:02/10/2023

  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.

  Rented an RV through Outdoorsy in November 2022. At the time of rental I bought their damage insurance policy with a $1000 deductible. In addition there was a $500 damage/security deposit. Damage occured to vehicle occurred during the time the vehicle was in my possession. Therefore I paid the $1000 deductible, and was told they would refund the $500 damage deposit. They did not return the deposit. After I contacted them they said they returned the deposit to my credit card account, but there is no credit card refund that has been documented on any of my statements. I contacted Outdoorsy again several times but have had no response. I am requesting the $500 refund they owe me..

  

  Business Response

  Date: 02/16/2023

  Dear ********,
  
  Thank you for reaching Outdoorsy Customer Support via the ******************** platform. We are very sorry to hear you had a less-than-perfect experience with our service. Upon review, it appears that your $500 security deposit was released to your original payment method on 12/14/22. A security deposit hold is not an actual charge to your payment method, but rather a temporary "hold" of the amount agreed upon for your particular booking, so it won't appear as a refund credit on your bank statement. Please refer to the booking receipt in the attachment below for your reference.
  
  If you have any questions or concerns, please feel free to reach out to our 24/7 Customer Support, or contact your bank directly.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

  Customer Answer

  Date: 02/22/2023

  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:01/09/2023

  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.

  I rent my rv on Outdoorsy. I had a renter book from 10/1-10/8. The renter had issues caused by user error while trying to get the generator to run. When the renter brought the rv back to me early the generator worked just fine. He did not have enough gas and do not follow instructions to turn off certain switches prior to starting the rv. Outdoorsy did a resolution with the renter and confirmed with me that no further action was needed on my behalf. They sent me this on 10/29.Hi *****,The owner will no longer be pursuing a dispute against you. We are now closing this case. No refund will be processed from your party. If you have any questions, please let me know. Thank you and take care!Kind Regards,******** Customer Support ************ ********************************** On 1/6 they charged me $586.35 for a ********** resolution. I am requesting that they refund me the full $586.35 and honor their decision to close the case and not charge me for a refund as stated in their email.

  

  Business Response

  Date: 01/12/2023

  Dear *****,
  
  Thank you for reaching Outdoorsy Customer Support via the ******************** platform. We are very sorry to hear that you had a less-than-perfect experience with Outdoorsy due to the reversal of $586.35 from your account on 1/6/23. Upon review, it appears that it was immediately corrected by our Resolutions Team. The amount was refunded back to your connected bank account on 1/9/23 including a $100 courtesy refund for the inconvenience, so the total refund processed is $686.35. If you have any questions or concerns, please don't hesitate to reach back out directly to the Resolutions Specialist within the email thread that you've been communicating.
  
  We sincerely regret any inconvenience that this has caused you. Thanks for your patience and for bringing this to our attention.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

• Initial Complaint

  Date:01/05/2023

  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 rent my RV through Outdoorsy.com. Outdoorsy provides insurance during the rental period - my *** was set at ****** which determined what the renter paid (Attach. 1).I also purchased insurance through Roamly, a subsidiary company that covers periods between rentals. The agreed value based on the bill of sale was set at ****** (Attach. 2 & 3).I paid ****** based on a listed price of ****** in June 2021. It is a vintage RV that had been fully upgraded with luxury enhancements including a satin exterior valued at 10K. It flew off the market at 30K. (Attachment 5)*********************** rented my RV from August 20 - 26, 2022. During that period she had an accident that damaged the frame. Roamly assessed the damage as a total loss in October of 2022. Outdoorsy initially asserted that the payout would be ****** (Attachment 4)I spoke to ***************************** from Outdoorsy/Roamly who agreed that it should be covered at ****** given the sites commitments ( i NEVER would have agreed to rent my RV on the platform had i known they would not honor that. ******* assured me that if i provided a cost basis for the value she could honor the 30K ***.I submitted a detailed cost accounting of the 30K market value (attachment 06) and the listing showing demand at 30K+ (Attachment 5).******* and ***** at Roamly/Outdoorsy then claimed that i couldnt take labor into account when i valued the upgrades (this is crazy - thats most of the cost of work!) and only adjusted the value to ~****** (Attachment 07). These values fall grossly under the *** that was promised to me by outdoorsy (******) and Roamly (******). Even though the Roamly policy is covering a different period (weeks between rentals), they are the same companies and have the same ownership and staff and same claims processing. It is unethical/dishonest that outdoorsy wont recognize as evidence the agreed value asserted by Roamly (attachment 2)Outdoorsy should honor their comments and pay out ****** or at minimum ******

  

  Business Response

  Date: 01/11/2023

  Dear *******,
  
  Thank you for reaching Outdoorsy Customer Support via the ******************** platform. We are very sorry to hear that you had a less-than-perfect experience with Outdoorsy due to a damage claim. Upon review, it appears that our Claims team had set up an arbitration with ********** 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. Please rest assured that this is the fastest way to reach an amicable resolution. If you have any questions or concerns, please feel free to reach back out to the Claims rep directly within the email thread that you've been communicating.
  
  We sincerely regret any frustration that this has caused you. This is most definitely not the intended outcome we'd prefer our members to have.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

  Customer Answer

  Date: 01/12/2023

  Complaint: 18687741
  
  I am rejecting this response because:

  + Outdoorsy's response did not address any of my concerns, principally that i was assured on the website that the ** was covered up to ****** (attaching again). Customers should not have to assume the burden of an arbitration process when they are provided with this kind of assurance up front. *no owner* would allow their vehicle to be rented if they knew this would happen to them. 

  + The arbitration is biased and not neutral - There is a clear conflict of interest because Outdoorsy/Roamly hire the arbitrary company. Even if they are third party they have an incentive to promote Outdoorsy's interests over owners (me, in this case). 

  + This is responsive if and only if the arbitration process achieves the resolution i am seeking here. If he can ensure that it will, why go through the hassle? If it wont, this complaint should be escalated. 

  + The *** should be adjusted to ****** and the payout should proceed accordingly prior to arbitration. If not, ciurrent and potential customers should be made aware that outdoorsy insurance coverage is a scam. 

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

  

  Business Response

  Date: 01/17/2023

  Dear *******,
  
  We understand your frustration, and we're sorry that you're dissatisfied with our resolution process. We'd like to reassure you that the arbitration with ********** is fair and unbiased. During the arbitration process, both parties will have the opportunity to submit their side of the story and documentation reviewed by trained legal counsel who makes a binding arbitration decision. Upon review, it appears that you have concerns with ********** registration not allowing you to input an amount greater than $25,000. Our Claims Director is aware of your concerns. Please rest assured that she'll look for a solution and will reach out to you very soon.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

  Customer Answer

  Date: 01/19/2023

  Complaint: 18687741
  
  I am rejecting this response because:

  + There is no resolution here. They're simply acknowledging that there is a problem.This is a non-sensical response.  Rather than punting to a different arbitration process (that wont work here due to the 25K limit), they should address my concern/request and provide the 30K total loss coverage. 

  + Outdoorsy has failed to respond to my concern about bias inherent in the arbitration process due to client retention. Outdoorsy is a client of ********* and they have an incentive to defer to their interests over mine.  This specific concern should be addressed vs the unsubstantiated claim that "its fair"
  
  Regards,
  
  *************************

  

  Business Response

  Date: 01/27/2023

  Dear *******,
  
  Thanks for your response. Upon review, it appears that Outdoorsy issued you a check for the undisputed amount of $5000 on 1/20 to ensure that you can go to arbitration for the full amount you're requesting. For any further questions or concerns, please feel free to reach back out to the Claims Director directly within the email thread that you've been communicating.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

  Customer Answer

  Date: 01/30/2023

  Complaint: 18687741
  
  I am rejecting this response because:

  I am requesting ******, not *****. this response did not address any of my concerns regarding the lack of neutrality in the arbitration process and the fact that i should not have to do it in the first place. This is incredibly burdensome. Moreover, the response is circular and seems to be acknowledging the legitimacy of the complaint, you're just off-loading it to another process rather than accepting accountability and providing me with what i deserve.
  
  Regards,
  
  *************************

  

  Business Response

  Date: 02/07/2023

  Dear *******,
  
  We understand your request for payment of up to $30,000. The $5,000 issued on 1/20 is a partial payment made by Outdoorsy to ensure that you can go to arbitration for the full amount that you're requesting. We sincerely apologize for any frustration that this has caused you. Please rest assured that 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.**********.com)"
  
  Your claim is still open on our end, and we'd like to reassure you that this is the fastest way to reach an amicable resolution.
  
  Once again, please feel free to reach out to our Claims Director for any further questions or concerns.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

  Customer Answer

  Date: 02/08/2023

  Complaint: 18687741
  
  I am rejecting this response because:

  This response does not address any of my concerns. I'm not really sure what else to type here -- its entirely non responsive. I am owed ******. Netting the 5K check it is 25K remaining. 

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

• Initial Complaint

  Date:01/03/2023

  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.

  This is the second time in the past year that I have had deal with one of the customers of outdoorsy damaging my camper. There is loss of value, money and damage to my property. Knowing this was a risk in renting my travel trailer. My hope was in theory this is a great system. However in practice, outdoorsy has done a number of these types of challenges with other owners. This has cause multiple (7 as of current) months of my trailer being out of commission due to damages caused by their renter. All proper documentation was uploaded to their platform which continues to malfunction. However in my continued communication with them I have still failed to get this resolved. I am beyond frustrated with this company and in understand how many other owners in my research and speaking with other rv owners that have or currently use outdoorsy. Many have not spoke up are have wrote reviews on other platforms or googles reviews algorithm pushed down any negative post in additional to the obvious false reviews giving the consumer a wrong impression or lack of ************** practices before sealing out their services. Furthermore its frustrating in being a business owner in many years of consumer based positions that their is not a way as BBB or other other entity to apply regulations to this bad practice of false or manipulated reviews. This impact the average consumer on a high level and I have seen first hand the impact reviews can have on a company. Both positive and negative.

  

  Business Response

  Date: 01/06/2023

  Dear ***,
  
  Thank you for reaching Outdoorsy Customer Support via the ******************** platform. We are very sorry to hear that you had a less-than-perfect experience with Outdoorsy due to a damage claim. Reviews (both positive and negative) are very important to us in order to maintain a fair and safe marketplace, so we thank you for taking the time to let us know about your experience.
  
  Upon review, it appears that our Claims rep reached out to you on 1/3 and provided you with an update. Please feel free to respond to her directly at your earliest convenience within the email thread that you've been communicating.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

• Initial Complaint

  Date:12/27/2022

  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 requested on 12/22 through the Outdoorsy platform, an RV for use from 12/30-1/2/2023. The Host accepted my request. on 12/23 I attempted to contact the host for details about my reservation. The same occurred on 12/24 and 12/25. Due to the failure to communicate with me, i canceled my reservation. The company charged me 25% of my total due to the timing in which i cancelled. I called Outdoorsy 2 times and customer service would not refund my money even after they attempted to contact the host. This is a scam. They did not supply a service and after multiple attempts by me i was forced to cancel to avoid further damages. I expect 100% refund due to: attempts made in good faith to contact both the host and Outdoorsy.

  

  Business Response

  Date: 01/03/2023

  Dear *****,
  
  Thank you for reaching Outdoorsy Customer Support via the ******************** platform. We are very sorry that you had a less-than-perfect experience with Outdoorsy due to your host not responding to your messages on time. Although we encourage all of our hosts to respond to requests and inquiries within ***** hours, that does not always occur especially during the holidays. We sincerely apologize for any inconvenience that it has caused you.
  
  Upon review, it appears that you filed a chargeback with your financial institution on 12/26. Thus, we wouldn't be able to take any further actions on our end. 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

• Initial Complaint

  Date:12/27/2022

  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.

  Outdoorsy selected rental provider canceled 72 hours prior to trip departure 12/24/2022. I attempted to work with Outdoorsy to find a suitable alternative which was processed on 12/21/2022. On 12/22/2022 the selected rental provider had still not confirmed my reservation. I called "*****" with Outdoorsy for assistance and she agreed to call the rental person "******" and ask him to accept and process the rental request. ***** informed me to look for an email to confirm and complete the rental transaction. Later I received an email from outdoorsy asking me to confirm and pay for the reservation which I did. I received a call later asking why I have two rental reservations? I was informed that I have a reservation with "******" and "*******" no reservation number was provided. When I challenged Outdoorsy as to why they sent me another reservation no explanation was provided. I immediately went on to the site and canceled the reservation with *******. The request for booking was made by Outdoorsy at 10:43 12/22/2022. The request was confirmed at 10:46 12/22/2022. The reservation was canceled by me at 11:05 AM 12/22/2022 once I was altered that I had two reservations. While I will be refunded the $731.27 I am being penalize for $227.50 as a cancellation fee for a reservation I did not make and canceled immediately upon being informed of a duplicate. My desired resolution is to be credited back to my credit card the $227.50.

  

  Business Response

  Date: 01/03/2023

  Dear ********,
  
  Thank you for reaching Outdoorsy Customer Support via the ******************** platform. We are very sorry that you had a less-than-perfect experience with Outdoorsy due to the cancellation of your original booking. Although we do everything we can to prevent cancellations, sometimes they do happen - especially due to damage from a previous rental. We'd like to reassure you that we strongly discourage hosts from canceling their guests' bookings. A host's rating can be negatively impacted when this occurs, as well as a financial penalty being imposed.
  
  We apologize for the confusion with the instamatch booking sent by another host which resulted in a duplicate booking. An Instamatch is a feature that connects hosts with guests in the area who are looking for an RV rental that matches their vehicle. This is triggered when a guest's preferred host declines or cancels their booking. Guests have the option to disable the Instamatch feature by unchecking the 'Instamatch Opportunities' in the 'Notifications' section on their Outdoorsy dashboard.
  
  But no worries, we're going to process a refund of $227.50 to your payment method for the cancellation fees on your canceled booking. There will be two transactions for the refund. A $51.69 refund has been processed to your Mastercard on 1/3/23. Please allow **** banking days for the funds to reflect on your statement. We're still working on the other refund of $175.81. Our Customer Experience Specialist will be reaching out to you directly once it's processed.
  
  We sincerely regret any frustration that this has caused you. This is most definitely not the intended outcome we'd prefer you to have with Outdoorsy.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist
  

  Customer Answer

  Date: 01/04/2023

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:11/18/2022

  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.

  As a RV owner, I had capital bed damage from a booking. I filed a dispute to Outdoorsy and got a resolutions officer to help me on this. Since we are cold area, I only have one manufacturer certified RV service(talked with manufacturer, have to work with the only one service to keep my warranty) in my area and you can image how long I have to wait. The officer kept asking my to estimate the damage, for cooperate her I brought my RV to a smaller service nearby my hose, and I were told they can do nothing but open the bed. The officer had been updated this situation right away. Two days ago, I got email from the officer maintained she will close my case if I can't get her estimate by 11/17/2022. I tried all I can to contact with her, or her supervisor to explain this situation what I am facing. No any response. I talked with three Outdoorsy customer service try to bring her to talk with me , I got nothing. I am very disappointed to be tread by her way. I **** my RV unavailable forever and will withdraw from Outdoorsy after this dispute. Outdoorsy is a place you have nowhere to go when you have problem. The solution team is very bureaucrat. No one can help you if you have trouble in outdoorsy. PS. I got emergency room at the middle of this. I am still recovering from that visit. The solution officer give me a lot of stress. Do Not give your RV to them!!!

  

  Business Response

  Date: 11/22/2022

  Dear *****,
  
  Thank you for reaching Outdoorsy Customer Support via the ******************** platform. We are very sorry that you had a less-than-perfect experience with our dispute resolution process. We completely understand the delay in providing us with the pending document. Upon review, it appears that our Resolution Specialist advised that we keep your case open. Please feel free to reach back out to her directly as soon as you have the estimate and if you have any questions or concerns within the email thread that you've been communicating.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

• Initial Complaint

  Date:11/04/2022

  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 my van on Outdoorsy and a renter removed my parking brake after claiming that the brake was stuck. They did this without asking and have caused thousands of dollars of damages (which I was not aware of until I was able to bring it to the mechanic). Outdoorsy claimed that I waited too long to file a claim and that the damage was caused by mechanical failure. My van (including the brakes) had been fully checked by the dealership only one week before the rental and I could not get the van to the mechanic until 1 month later (due to work shortages).

  

  Business Response

  Date: 11/07/2022

  Dear ******,
  
  Thank you for reaching Outdoorsy Customer Support via the ******************** platform. We are very sorry that you had a less-than-perfect experience with Outdoorsy due to your claim being denied. Upon review, it appears that the booking ended on 9/21/22, however, you did not file your claim until 10/31/22. We require that all claims must be filed within 48 hours of the end of the booking period or return of the vehicle. With this claim requirement not being met, we're sorry that we are 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.
  
  "An owner or renter 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 renters or owners 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 renter or owner 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
  - Keys must have been given to a ****************************text="true" style="box-sizing: inherit;">
  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. 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