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

  618 Sanchez Street San Francisco, CA 94114

• 

  Outdoorsy

  1475 Folsom Street, Suite 300 San Francisco, CA 94103

• 

  Outdoorsy

  6200 Stoneridge Mall Rd Ste 300 Pleasanton, CA 94588

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:11/03/2022

  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.

  On September 25, 2022, I rented a 2016Sprinter camper van from ********************* in *******, **, via Outdoorsy for 9/26-10/6/22, for a total of $2,753, which I paid in full per credit card. The owner failed to disclose before the booking that the parking sensors were defunct, and that the van roof was leaking. When I voiced my concern about the defunct parking sensors, he said the van was all scratched up anyway and I shouldnt worry about it. I returned the van on Oct 6 and pointed out to ********************* that I had caused a small dent in the rear when backing into a parking space because of the defunct parking sensors but that I would take responsibility for the dent. A similar dent in my familys sprinter van cost $660 in repair this summer. I also complained to him about the bug infestation and a leak in the roof which caused the bed to be wet when it rained.After accepting the return of the van, the next day, the owner suddenly claimed new damage on the driver and passenger sides, in addition to the dent I had taken responsibility for. Since both the owner and I had taken pictures pre-trip, I was able to prove that the vans sides had been severely scratched before and that I was not responsible for these damages (s. upload). However, Outdoorsy had already deducted addl $2,765 from my CC ($1,265 for damage to the driver side + $1,500 deductible of what the owner claims are more than 12K of damages for the passenger side) before I even saw the full claim. After I responded on 10/19/22 and sent proof that the van had been severely scratched before the trip, the company ghosted me. They have not responded despite several emails and phone calls.I consider these claims and the companys behavior fraudulent.I also complain about the companys policy not to take action when a van owner conceals significant shortcomings of a van (such as a leaking roof, a bug infestation, and defunct parking sensors) before the booking. The company did not respond to these complaints either.

  

  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 a damage claim. Upon further investigation, it appears that the host's pre-departure and post-return photos do substantiate new damage during your rental to both the passenger side dent and the driver's side scratches. We'd like to reassure you that the damages were verified by our Claims Team based on the evidence or documentation presented by both parties. For any further questions or concerns, please feel free to reach back out directly to the Claims rep 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 you to have with Outdoorsy.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

  Customer Answer

  Date: 11/23/2022

  Complaint: 18351277
  
  I am rejecting this response because:

  Outdoorsy has failed to take into account my pre-trip pictures that clearly show damage to both the passenger and the driver side. When I asked the owner on 11/07/22 if he would allow an adjuster to assess the damage to the van, he lied that the van was already in the garage where significant additional damage had been found. I have sent Outdoorsy further proof of the owners fraud attempt (his text messages claiming the van was in the garage where additional damages had been found) followed by my video that next day showing that the van was parked in the public parking space in front of his apartment with photos and videos proving that what he claims as damages is simply superficial dirt that can be washed off.
  https://drive.google.com/drive/u/0/my-drive

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

  

  Business Response

  Date: 11/26/2022

  Dear ********,
  
  We understand your frustration, and we're sorry that you're dissatisfied with our claims process. Upon review, it appears that our Claims team has set up an arbitration with ********** to make a fair, unbiased, and legally binding decision for you due to the disputed scratches. 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 ********** (www.**********.com)..."
  
  If you have any questions or concerns, please don't hesitate to reach back out to the Claims rep within your email thread If you have any questions or concerns.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

  Customer Answer

  Date: 11/28/2022

  Complaint: 18351277
  
  I am rejecting this response because the business failed to investigate the fraudulent claim properly, charged my CC before they even sent me the details of the claim and is now saying they are my second insurance and want my primary insurance to pay. If this is the case, the owner of the van can simply file a proper claim with my primary insurance.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:11/03/2022

  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 an ** on 8/27 through Outdoorsy, and paid for a $505.45 ****************************** plan for our trip. This insurance plan has a $1500 deductible. During our trip while parked at a gas station, some lady backed up into us and the ** we rented had a makeshift homemade bike rack/platform on the back of the ** that luckily was what got slightly bent rather than damaging the ** itself. Just a pole you get at ********** to replace the platform rack and a replacement ladder would have done the job. Anyways, we collected the other parties insurance who backed into us and she has been fully cooperating as I continue to check in with her to make sure she is working with the insurance company. Now this is where my problem lies, This trip happened on 8/27...not only did they KEEP my $500 security deposit, but they also charged me an extra $1500 for the "deductible" as if it was MY FAULT. I have been fighting with this company since AUGUST, and they tell me one thing, yet do another. Initially I was told they would not charge me unless the third party did not accept fault or their insurance was expired. Next thing you know, I was charged. I followed up asking why I was charged for this and they said "sorry manager made me do it". Then they said "the third party confirmed, we are filing a claim, should be pretty quick" . Here we are TWO months later, and now a NEW "supervisor" is telling me "they haven't heard anything from the third party". Hmmm, interesting...because I have email proof that Outdoorsy did indeed tell me they DID hear from the third party and confirmed! I also texted the third party who ran into us and she said she has been cooperating and spoke with the insurance. So here Outdoorsy is trying to collect BOTH of our money, and its absolutely atrocious. The customer service has been horrible, the information has been false, and I would STEER CLEAR FROM THIS COMPANY! They just want to steal your money and could care less about the service they provide.

  

  Business Response

  Date: 11/05/2022

  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 a damage claim. We'd like to reassure you that the deductible charge is in accordance with our Terms of Service that were agreed to at the time of booking. Under the rental agreement, the renter is responsible for damages up to the deductible regardless of fault. I've provided a section of these Terms for your reference.
  
  "Condition of Rental & Responsibility for Repair. In the event of any loss or damage to the Rental, or any personal property or bodily injury claim that occurs during the Rental Period due to any cause regardless of fault, including, but not limited to, collision, rollover, theft, vandalism, seizure, fire, flood, wind, hail or other acts of nature or God, Renter is responsible and is required to pay up to the deductible outlined in the protection package of their choice. In the event Renter has violated this Agreement or Outdoorsys Terms of Service or Policies, Renter will be held responsible for the full amount of the claim including any insurance deductible."
  
  Upon review, it appears that the third party's claim with their insurance carrier is still pending. Our Claims rep will follow up with you as soon as we have an update. Once we recover the amounts paid out through this claim from the third party's insurance, please rest assured that we'll process the reimbursement for your Outdoorsy deductible. For any further questions or concerns, please feel free to reach back out directly to the Claims rep within the email thread that you've been communicating.
  
  Thank you for your patience and understanding while we work to resolve this for you.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

  Customer Answer

  Date: 11/09/2022

  Complaint: 18350386
  
  I am rejecting this response because: Yes, thank you for sharing that "policy" that I am aware of. My problem here is that we provided you with all of the information for the third party. You yourself told me claims GENERALLY take 7 days, but can take longer. I am on almost THREE MONTHS of waiting, and I am in contact with the third party because we collected all of her information. She spoke to you guys and admitted fault, she said she also spoke to her insurance...but your claims representative is telling me one thing and then meaning another. I recently asked the third party to please call her insurance company and she said no problem at all and asked me for a claim or reference number so she can call in and they can go to this case. Since I have asked for the reference number, no one has gotten back to me. I have sent 2 emails, left 1 voicemail, and am patiently waiting for a response. Also, i reviewing my contract with Outdoorsy, I never signed ANYTHING , all the signatures are blank so technically you had no right to take money form my account when your representative blatantly lied to me and told me that no money would be taken out unless the third party denied the claim. She hasn't denied any claim, shes trying to work with you guys and its YOUR COMPANY that is not cooperating. I'm not stupid, and I'm having a lawyer look into this, because you are trying to collect my money and the third parties money and it is not right. So thank you , once again, for copy and pasting the "POLICY" , but that has nothing to do with the way your team is handling this claim. 
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 11/12/2022

  Dear *****,
  
  We understand your frustration, and we're sorry that you're dissatisfied with our claims process. Upon review, it appears that our Claims rep provided you with the third party's claim information (reference and contact number) on 11/11, so you may call their insurance carrier directly to inquire regarding the claim's status. We'd like to reassure you that our Claims rep will follow up with you as soon as we have an update from the third party's insurance. If you have any further questions or concerns, please don't hesitate to reach back out to the Claims rep within your email thread.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

• Initial Complaint

  Date:10/31/2022

  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.

  Starting in May 2021 I attempted to list my vehicle which was a campervan on Outdoorsy. This is a huge source of income because I was going to make about $6000 before they took their service fees. I had used the service in the past in ********** and in Kauai. So I was very familiar with how to use the platform and how to post an ad. For months on end at least 8 to 10 months I would see that my listing was published on the website and on the app. However I was not getting any bites. I had to post on ********** and ******** but barely got any responses. Finally I picked up the phone and I called Outdoorsy as I had tried to search for my own vehicle on someone elses computer and it did not come up! Turns out they did not let me know that the listing was in fact not published! On my website and on the apps it was posted as listed but indeed they confirm that it was never published. They sidestepped around some sort of a excuse claiming that it was a different listing. I pointed out that theres no way that I could have two of the same vans listed in two different states especially one being in ****** across the ocean! So I ended up losing about 10 months of income at about $6000 a month which is over $50,000! This hugely impacted my income in 2021 and 2022. I was livid!They gave me NO credit & did nothing to help fix the situation. now I am suffering mini issues with the app and the website. I cant change the pricing option over the holidays function isnt working. I have tried to report many issues with the app over the years but no one ever fixes them. I am put on hold for a long amount of time. I am also being charged an exorbitant $300 fee for every rental which they claim is a service fee. However my guess often do not have drivers license or insurance package is approved. I have to chase him down and do all the legwork. This is a huge rip off! This company is terrible and should be penalized for lack of service offered for fees, faulty **************

  

  Business Response

  Date: 11/02/2022

  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. Upon review, it appears that your listing was published on our platform on 8/19/21, and we're sincerely sorry for any frustration of not having bookings with us for the most part of 2021. However, it appears that since then you had a total of 7 confirmed bookings to date and we're expecting to see more booking requests from potential renters before the year ends.
  
  Regarding the renter's insurance protection package, we strongly recommend owners check the renter's driver verification status before handing off the keys. I've included the link to the Outdoorsy Owner Handbook for your reference. This definitely helps as we cover everything here from rental best practices, insurance, insider tips, etc.
  
  https://www.outdoorsy.com/help/outdoorsy-owner-manual
  
  Although we do not cover the loss of revenue, a $150 credit was added to your Outdoorsy account as a one-time courtesy and token of our regret for the negative experience. This is reflected on your dashboard and will apply to the Outdoorsy fee on your next payout. 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:10/25/2022

  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 is charging me money I down owe.I rented a motorhome for a vacation and was surprised with a bill of $3900 for alleged damages. Instead of supporting us they just kept sending emails saying they would charge my credit card without my consent or agreement.

  

  Business Response

  Date: 10/28/2022

  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 the owner's dispute regarding the interior damages to their RV. Upon review, it appears that the case has been sent to ********** for arbitration, and the dispute was closed on our end. Please rest assured that Outdoorsy did not process any charges to your payment method for the damages. If you have any questions or concerns, please don't hesitate to reach back out directly to the Resolution Specialist 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 you to have with Outdoorsy.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

• Initial Complaint

  Date:10/24/2022

  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.

  I rented an ** through outdoorsy for a weekend. When I returned the *** the owner did full inspection of the vehicle and found no damages. I went through the key exchange step in the outdoorsy app and the owner happily took the vehicle away. A few days later I got an email from outdoorsy saying that the owner has filed a claim. In this claim, he submitted numerous things which just aren't right. He made claims like broken TV, broken latch of the storage, stains on the floor (for which he had to spent ~$2K), late fee, the list goes on... Interestingly, not a single thing was brought up at the time of the return. And how could he? None of this is true. We didn't even use the stove or bathroom in the ** once. We didn't eat in the **. We used our own bedsheets and only went in the ** to sleep.I have explained all this to Outdoorsy agents multiple times (phone, emails). Twice they have misplaced what I provided them. Two months later, the outdoorsy agent resolves the dispute by saying that every single claim from the owner is right. I am really dumbfounded by the lackluster approach from Outdoorsy. And I don't understand what stops the owner from claiming *anything* after the fact. He is supposed to do a full inspection at the drop-off and mention anything out of the ordinary in the app. He didn't do any of it.

  

  Business Response

  Date: 10/27/2022

  Dear **************text="true" style="box-sizing: inherit;">
  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 owner's claims for interior damages. We would 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.
  
  Upon review, it appears that you advised our Resolutions Team that you'll continue to work on the dispute with your bank directly and close the case on our end. If you have any questions or concerns, please feel free to reach back out to the Resolution Specialist within the email thread that you've been communicating.
  
  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:10/19/2022

  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.

  We have ****** on the Outdoorsy platform. Before we go into our dilemma we are experiencing with this company. We want to be clear. What is happening to other's that are complaining, the response others are receiving here that are what we are experiencing. Excuses for not accepting a claim. Before we tell our story, FYI...we submitted pre-trip photos! We submitted inspection forms! We submitted damage photos. We submitted receipts!We had renters take ****** to ***** from CA. On the way back they had a tire blowout. The had to replace the tire; this is required by Outdoorsy in the rental agreement. Approximately 100 miles, our renters stopped to refuel. The tire that was replaced along with the rim dislodged bending the Axle! We, along with our renters got little to no help from Roadside Assistance! The facility the ** was towed to said parts would take 3 months and would charge $30 a day to store ****** until repairs were made. Our guests were stuck it ****** for 3 days! We couldn't get ****** towed from NC to CA 125 miles; Outdoorsy refused! We had to pay $1,100 to have ****** towed! We submitted a claim with Roamly; this is the insurance company Outdoorsy contracts with. The policy is paid for on each individual trip. We have dozens of emails requesting pre-trip photos; they already had! Roamly denied our claim!! One obsurd email claimed it wasn't a collision accident...REALLY?! Now they say arbitration!! This is cut-n-dry! We trusted Outdoorsy to insurance ****** while it was in someone else's possession; they simply don't care! Other comparable complaints here shows this to be an accurate statement! Currently, ****** is at a repair facility; it has been there since the end of July! We had to cancel 3 bookings! We were unable to rent ****** since! We had a family vacation we had to cancel! Outdoorsy's tune throughout this process is...Deny! Deny! Deny! We will do everything in our power to expose the PITFALLS of renting or having an ** on Outdoorsy's platform!

  

  Business Response

  Date: 10/23/2022

  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 a damage claim. Upon review, it appears that sufficient evidence has not been supplied regarding the status of the tires. Tire blowouts and related damages are not covered unless evidence supports impact or collision. This is stipulated in our insurance policy. I've provided a section of our policy for your reference.
  
  "as with any insurance policy there are necessary exclusions to the coverage. Outdoorsy does not cover the following:
  17. Damages resulting from a tire blow out where the tire is faulty, defective, older than 6 years of age, or does not meet Outdoorsys tread wear guidelines. Also, damages resulting from the use of improperly sized or load-rated tires, or the use of summer tires in winter conditions (i.e., snow or ice) are also not covered."
  
  Our Claims team is waiting for you to provide the following additional information to continue with the investigation.
  
  - You note that the tires are 9 months old. Please provide any invoices/receipts available. Was this a full set?
  - Has the vehicle been professionally inspected within the last 12 months? Please provide any maintenance or service records you have available.
  - Please take and submit photos of the other tires
  - Any other evidence you feel is relevant to our investigation
  
  We sincerely regret any frustration that this has caused you. Please feel free to reach back out to the Claims rep directly within the email thread that you've been communicating for any questions or concerns.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

  Customer Answer

  Date: 11/09/2022

  Complaint: 18242030
  
  I am rejecting this response because:
  

   

  Issue not resolved!

   

  Thank you for your email in regards to my complaint against Outdoorsy.

   

  Even though they responded, they have yet been willing to repair my ** through their affiliate Roamly Insurance. 

   

  As others who have submitted claims against Outdoorsy for damages, they keep kicking the can down the street! We've supplied them with pre-trip photos. We provided inspection reports.

   

  They are currently asking for a vehicle report from a ** specialist. Outdoorsy site states that reports need not be performed by a professional. 

   

  They are asking for tire purchase receipts even though we provided pre-trip and current pictures of the tires wear.

   

  This is how they avoid paying a claim. Force delays after delays, all the while your ** sits at a shop where they push to have repairs made or have the ** removed! 

   

  Roamly Insurance along with Outdoorsy are performing malpractice!

   

  They are dishonest to their claim: "Feel Safe in Knowing Your ** is Covered with Roamly Insurance!"

   

  Thank you for your further investigation into Outdoorsy's business practices. 

   

  **** and ****** De La Torre 

  ************ 

  
  Regards,
  
  **** De La *****

  

  Business Response

  Date: 11/12/2022

  Dear ****,
  
  We understand your frustration, and we're sorry that you're dissatisfied with our claims process. Upon review, it appears that our Claims Team received your Letter of Representation on 11/9, so all communications must go through your legal representation. Please rest assured that the letter and your claim file have been sent to our legal team.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

  Customer Answer

  Date: 11/14/2022

  Complaint: 18242030
  
  I am rejecting this response because:
  

  Hello!

   

  This message from Outdoorsy is a pure example of "kicking the Can down the street!"

   

  The corresponding letter sent instruction was to settle this with me!

   

  They are no willing to do so!

   

  They repeatedly are asking for information we already supplied!

   

  Can we just address the obvious, they will not be solving our issue. According to other RV owners, it has been the same result!

   

  **** and ****** De La Torre 

  ************ 

  

  Business Response

  Date: 11/21/2022

  Dear ****,
  
  Thanks for your response. We'd like to reassure you that your case was sent to our legal team, and all communications must go through your legal representation.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

• Initial Complaint

  Date:10/14/2022

  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.

  This company seemed great at first. If things go wrong, initially they seem like all they want to do is help. But they do nothing to make sure the vehicles on their site run well or are even safe. The vehicle I rented had rusted out wheel *****, couldnt steer well because the steering column joint was being held together with wire. The owner originally said he would give a refund, but then refused. In the dispute process through Outdoorsy, in spite of the pictures I sent they sided with the owner. Their reason for doing so was because the owner sent them a blurry copy of a safety inspection report. Problem is the year and vin on the inspection wasnt the same as the vehicle I rented. Outdoorsy did nothing to follow up to make sure the document was legitimate. And they obviously didnt have anyone look at the photos I sent. CVSE took one look at the photos and said the vehicle shouldnt be on the road. I sent that info to outdoorsy, but theyve done nothing. They offered me a quarter of what I spent for a vehicle that lasted 20km.

  

  Business Response

  Date: 10/21/2022

  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 the quality of your rented RV and our dispute resolution process. Our renter'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 ensure that we're always providing the best product possible and make sure that our owners are keeping their listings within our accepted standards.
  
  Upon review, it appears that our Resolutions Team verified that the maintenance report provided by the owner was for their other vehicle. Thank you for bringing this to our attention. It appears that the owner issued your refund directly to you outside our platform, so 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.
  
  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:10/13/2022

  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 a ** through the Rideshare App outdoorsy, I was forced to purchase Insurance as part of the rental agreement,During the course of the rental the ** I was driving was sideswiped by another driver. The state I am in is an at fault state, and the other driver claimed fault, the police report identified the other driver as at fault, and the other drivers insurance company also claimed fault and was waiting on the ** Owners insurance company to contact them for subrogation.The insurance company i was forced to purchase from instead of pursuing the fault with the other drivers insurance company instead paid out to the owner, took my deductible, which I was aware was going to happen, and then denied that upon subrogation that i would be entitled to my deductible, because as part of the insurance agreement i was responsible for the deductible regardless of who was at fault. I dont feel that this is right because the insurance company through the course of subrogation would be reimbursed the full cost of the claim. meaning that I should owe up to $1000.00 of a zero dollar claim.

  

  Business Response

  Date: 10/18/2022

  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 a damage claim. We'd like to reassure you that the deductible charge is in accordance with our Terms of Service that were agreed to at the time of booking. Under the rental agreement, the renter is responsible for damages up to the deductible regardless of fault. I've provided a section of these Terms for your reference.
  
  "Condition of Rental & Responsibility for Repair. In the event of any loss or damage to the Rental, or any personal property or bodily injury claim that occurs during the Rental Period due to any cause regardless of fault, including, but not limited to, collision, rollover, theft, vandalism, seizure, fire, flood, wind, hail or other acts of nature or God, Renter is responsible and is required to pay up to the deductible outlined in the protection package of their choice. In the event Renter has violated this Agreement or Outdoorsys Terms of Service or Policies, Renter will be held responsible for the full amount of the claim including any insurance deductible."
  
  Upon review, it appears that our Claims Team is still waiting for the police report in order to proceed with sending our subrogation demand to the other party's insurance carrier. It appears that the driver of the other vehicle is a minor, so we cannot legally contact them directly to obtain their statement, thus, we need the police report to assist us in establishing liability on our end. Once we recover the amounts paid out through this claim, please rest assured that we'll process the reimbursement for your Outdoorsy deductible.
  
  If you have any questions or concerns, please don't hesitate to reach out to the Claims rep directly within the email that you've been communicating. Please rest assured that our Claims rep will follow up with you as soon as we have an update.
  
  Thank you for your patience and understanding while we work to resolve this for you.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

• Initial Complaint

  Date:10/12/2022

  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.

  RV / Trailer owners , BEWARE of Outdoorsy. STAY AWAY!!!!. We listed and rented our Trailer trough Outdoorsy on 10/3/22 to a young lady and her 3 kids (2 month old , 6 yr old and 9 yr old) super nice family. Renter paid Outdoorsy for renting our Trailer until the 18th. Per Outdoorsy contract, my money should be in my account within 3 to 5 days. We are on day 10 and after hours of fighting with Outdoorsy on the phone, we can not get anyone to get us paid. We spoke with ***** and **** at Outdoorsy (supervisors) and explained if we dont get paid now we are going to go pick up our trailer and have to kick renters out in the middle of nowhere at this camp site leaving them with no where to stay. **** , ****** and ****** exact words ( we are very sorry you feel this way and dont want this for our renters but we cant stop you) . They do not give a c*** about the renter or owners of the trailer/rv. We have established a relationship with the renter and explained what Outdoorsy is doing to us, we obviously did not kick them out. she had set up another rental for 1 month through Outdoorsy but is now canceling and going with a more reputable rental company.

  

  Business Response

  Date: 10/17/2022

  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 the delay in processing your first payout. This is most definitely not the experience that we want for you. Payouts are released by Outdoorsy into the owner's connected bank account 48 hours after the ** is picked up by a renter. However, in certain cases, payout transactions are reviewed by our Trust and Safety team which sometimes caused a delay.
  
  Upon review, I verified that your payout was processed on 10/12/22 and should reflect in your bank account 3-5 banking days after that. 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 her directly within the email thread that you've been communicating.
  
  We sincerely regret any inconvenience that this has caused you. Please rest assured that we'll do everything we can to ensure we take the right steps to prevent issues like this where we can.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

  Customer Answer

  Date: 10/17/2022

  Complaint: 18203451
  
  I am rejecting this response because:  In the contract Outdoorsy wrote , nowhere does it state this!   A contract is written clearly so both parties understand their responsibilities and uphold them!

   

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

  

  Business Response

  Date: 10/20/2022

  Dear ****,
  
  Thanks for your response. We're very sorry for the delay in processing your first payout. The information regarding the release of payouts is indicated on the Payout Preferences page on your Outdoorsy dashboard. I've included a screenshot of the page in the attachment below for your reference. We'd like to reassure you that we'll do our best to ensure that your next payouts are processed to your connected bank account on time.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

• Initial Complaint

  Date:10/11/2022

  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.

  Purchased RV insurance thru a company in ********, ** called ************. When we had minor accident, they charged us $1500 deductible, despite ** having paid extra for the "Peace of Mind" level of coverage, which is $500 deductible. **************** of no help. We got circular buck passing within the company, with no resolution. This was clear misrepresentation to us and false sale of insurance product. We paid for level of insurance that we were not provided.

  

  Business Response

  Date: 10/17/2022

  Dear ******,
  
  Thank you for reaching Outdoorsy Customer Support via the ******************** platform. We are sorry for any confusion regarding the deductible amount of your insurance protection package. Upon review, it appears that your reservation is booked directly through the ** dealer's website, ************, and is not an Outdoorsy booking. The insurance deductible for bookings that goes directly through a dealer is based on the value of the rented vehicle. The deductible is 2% of the vehicle's stated replacement value, with a minimum of $500 and a maximum of $1,500.
  
  Upon reviewing the dealer's account information, it appears that the replacement value of your rented ** is $99,950. This is why your insurance deductible is $1,500. If you have any questions or concerns, please don't hesitate 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: 10/17/2022

  Complaint: 18197029
  
  I am rejecting this response because:  Your company works with this dealer.  We were sold insurance that was a carbon copy of your "Peace of mind" level of RV insurance.  If you are doing business with them, then you have responsibility to make sure that they are not defrauding customers such as us.  We purchased the highest level insurance from them, which they indicated had a  $500 deductible.   
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 10/20/2022

  Dear ******,
  
  We are sorry for the confusion. Once again, your reservation is booked through ************ and not through Outdoorsy. The insurance protection packages on the Outdoorsy website specifying deductible amounts apply only to renters who booked through the Outdoorsy platform. However, in your case, you booked directly with ************, who has a $1,500 deductible. Please feel free to reach out directly to your claims adjuster within your email thread for any further questions or concerns.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist