Business Profile

Camper Rental

Outdoorsy, Inc.

Complaints

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

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:09/30/2022
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.
We paid extra for the Peace of Mind plan that included emergency roadside service. We had a flat tire during the trip and called the Outdoorsy emergency roadside assistance line to get help for the flat tire. ***************** was the vendor they chose. While we were responsible for the cost of the actual tire, Outdoorsy was to pay for the service per the terms of the agreement. We have two serious problems detailed below. Outdoorsy has failed to respond to three emails over nine days apparently trying the old ignore them and hope they go away routine. 1)The Outdoorsy credit card declined, and we had to pay the full amount. When we tried to tell their vendor that we were only responsible for the tire he said if we did not pay the full amount, he would take the tire back and leave us stranded. We paid the full amount trusting that Outdoorsy would reimburse us. 2)Their chosen vendor used a 2010 snow tire as a replacement. This violates the industry standard (and possibly state law) of not using tires more than six years old (this tire was 12 years old). This created an incredibly dangerous situation where the "new" tire (photo attached) failed after approximately ***** miles and resulted in four tires having to be replaced at additional cost.
Business Response
Date: 10/08/2022
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 our roadside service. A full investigation into the details of your case was initiated by our roadside assistance partner, *********, so we can ensure that we're always providing the best service possible. Upon review, it appears in the dispatch report that the tow driver "was in a hurry" and did not run the payment method ********* gave to them to pay for the service and mileage. We sincerely apologize for any frustration that this has caused you. Please rest assured that ********* submitted your case to their claims department for reimbursement. They'll be following up with you directly as soon as they have an update. 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 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
Initial Complaint
Date:09/21/2022
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 am an owner of a recreational vehicle that is listed for rental on Outdoorsy.com. Outdoorsy offers rental insurance to the renters when they book that they sign up for on their own. My vehicle was rented to an owner Aug 11th-16th. On the first day, the renter hit a deer which caused damage to the vehicle. I called outdoorsy immediately that same day to report the accident. They never informed me of a 2 day claim filing deadline that is NON NEGOTIABLE? In fact, it is the renters responsibility to file the claim but he was in a remote area camping with no internet and spotty cell reception. They are now denying the claim. I have no insurance or drivers info on the renter and Outdoorsy will not provide it for me...so therefore I am on the hook for the repairs that I did not cause. Outdoorsy is refusing to return any voice mail messages I have left...they only continue to email me that I am denied. The renter has filed an appeal and the same thing is happening to him as well. Please help!
Business Response
Date: 09/24/2022
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 further investigation, it appears that you did not submit qualifying pre-trip photos and your claim was filed late. We don't have a record of you contacting our Support Team on 8/11/22 or during the rental period to report the damage. Our investigation determined that the booking ended on 8/16/22, but you did not file your claim until 8/22/22. Additionally, it appears that your renter was also disputing the damages. With two claim requirements not being met, along with the renter's dispute, 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.

"Pre- and Post-Trip Inspection and Photograph Requirement; 48 hour Notice Claim Reporting Requirement

Within 24 hours prior to releasing the vehicle, the owner is responsible for completing a full inspection of the interior and exterior of the vehicle with the renter, and must take digital photographs to document its condition within 48 hours prior to departure and 48 hours after return. Owner agrees that if photos are not taken within these 48 hour pre-and post-trip periods, Outdoorsy may deny any application of its excess coverage policies or other damage protections, and owners sole recourse will be through the renters or owners primary insurance. If Outdoorsy, in its reasonable judgment, determines that such pre- or post-trip photographs were manipulated or modified in any way (to include manipulation of exif and other date and location markers and identifiers), Outdoorsy may deny any claim. When accepting the rental, the renter and owner must complete a thorough, comprehensive walk-through report of the rental, noting in writing any and all existing defects or damage to the vehicle prior to renters acceptance of the vehicle. The renter and owner must sign and date the in-app Vehicle Departure Checklist in order to qualify for excess coverage protection... "

"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 within 48 hours of vehicle departure
- Post-trip photos taken within 48 hours of vehicle return
- Keys must have been given to a Verified Driver... "

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 to the Claims representative within the email thread that you've been communicating.

Thank you,
************
Outdoorsy BBB Support Specialist
Customer Answer
Date: 09/26/2022
Complaint: 18057948

I am rejecting this response because:
When I was asked to provide pre trip photos...2 times I uploaded them to my original claim. They kept asking for them and never told me to email them...So when they did...I couldn't find the pic and thought I deleted it...I soon found it and called about it...They said it was too late but that I could email it so I did. No one ever responded to that..so I called several more times. 5 voice messages to the claims department went unanswered. Last Thursday I finally spoke to a rep who was helpful and told me that if I could email the pre trip photo again, that would help my claim get accepted. I emailed it on Friday and I have not received any response. I have attached it here as well.
Thank You,
***************************

Regards,

***************************
Business Response
Date: 10/03/2022
Dear ********,

Thank you for providing the pre-trip photo. Your claim was resubmitted to management on 9/28 and is currently under review. Our Claims rep will get in touch with you soon to provide you with an update. If you have any further questions or concerns, please don't hesitate to reach back out 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
Initial Complaint
Date:09/16/2022
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 charged my credit card $2487.75 on 9/8/22. This is not a charge I made or authorized. I called customer support on 9/15/22 ( this was the day I received my bank statement) and talked with ************************ was no help, ZERO help! I asked him to cancel the charge, but he said he could not. I confirmed my name, credit card number, date, and charged amount, the only thing I could not confirm was the email address as it was a fraudulent account made by someone else.Thank You,************************* ps. Maybe we get ***** fired
Business Response
Date: 09/18/2022
Dear ****,

Thank you for reaching Outdoorsy Customer Support via the ******************** platform. We are sorry that you had a negative experience with Outdoorsy due to the charges made to your credit card. Upon further investigation, it appears that your case has already been addressed and resolved by our Trust and Safety Team. A full refund was processed to your card on 9/9, and the booking associated with it was canceled.

Thank you,
************
Outdoorsy BBB Support Specialist
Initial Complaint
Date:09/15/2022
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.
Company did not deliver the *** I had 2 separate owners cancel and Outdoorsy charged me for the rental and security deposit. I am left with no RV less than 24 hours before the trip.
Business Response
Date: 09/18/2022
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 the cancellation of your original booking. We would like to reassure you that we strongly discourage owners from canceling on their renters. An owner's ratings can be negatively impacted when this occurs, as well as a financial penalty being imposed. Although we do everything we can to prevent cancellations, sometimes they do happen - especially due to damage from a previous rental. We recognized that this was a pain point for our renters, so we have a team that's dedicated to assisting with last-minute cancellations.

Upon review, it appears that a full refund of $618.29 for the booking costs and release of the security deposit was processed to your original payment method for your canceled booking. Our Renter Concierge Team booked a replacement vehicle for you, and Outdoorsy covered all booking costs using a total of $1,472.47 credits as a courtesy. Your replacement booking is all set. If you have any further questions or concerns, please feel free to reach our 24/7 Customer Support via chat or by calling ************. You still have $160.14 credits available on your Outdoorsy account. This credit will automatically be applied to a future booking.

We sincerely apologize for any inconvenience that this may have caused you, and we thank you for allowing us the opportunity to make this right for you.

Thank you,
************
Outdoorsy BBB Support Specialist
Initial Complaint
Date:09/13/2022
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.
On July 10, 2022 I reserved an ** rental through Outdoorsy.com for the dates of September 2, through 5, 2022. I met the owner and used the ** through the weekend and then returned the ** to the owner on Sep. 5th as agreed with no damage. I spoke to the owner again on Sep. 6, 2022 and he confirmed no damage and said he released the $500 deposit with no deductions. By Sep. 10, 2022, Outdoorsy had not refunded my deposit and sent me an email stating that they were not able to bill my payment method another $500. I was confused as to why they were trying to bill me another $500 but was anticipating my $500 refund so I updated my payment method to which Outdoorsy.com billed me another $500 deposit. I immediately called their customer support phone number and they agreed to refund me the second $500 which they did. But now it is September 12, 2022 and they still have not refunded my first $500 deposit and they refuse to help me. They told me I need to call me bank which I told them they need to call their bank. I even offered to call their bank for them but they refused to inform which bank they use. I WANT MY DEPOSIT BACK IMMEDIATELY
Business Response
Date: 09/15/2022
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 authorization hold issue with your security deposit. As authorization holds can only be held for certain periods of time - 7 days with your financial institution, PayPal - the hold was released and reauthorized until 7 days following the completion of your booking. Upon further investigation, it appears that all authorization holds have been released on our end. The first authorization hold was released on 9/8 and the second on 9/11. I've included the booking receipt in the attachment below for your reference.

Once a hold has been released on our end, the speed at which the funds return to your account depends entirely upon your financial institution. While most banks process a hold release within **** days, in some cases it may take longer. We recommend that you reach out to PayPal directly to have them investigate why the authorization is still showing as 'pending' after it's been released by Outdoorsy. I see that our Customer Experience Specialist has reached out to you regarding this, so if you have any further 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 frustration that this may have caused you. This is most definitely not the intended outcome we'd prefer our renters to have.

Thank you,
************
Outdoorsy BBB Support Specialist
Customer Answer
Date: 09/21/2022
Complaint: 18017424

I am rejecting this response because: Outdoorsy.com has still not helped me with this problem. It has only gotten worse. Not only will they not help me, but they refuse to acknowledge I have a problem. My $500 has not been refunded. I want my security deposit refunded immediately. PLEASE HELP ME!

Regards,

*******************
Business Response
Date: 09/27/2022
Dear ****,

We're very sorry to hear that the release of the security deposit hold is not yet reflected on your account. Please rest assured that your case has been raised to our Engineering Team. Our Customer Experience Specialist will follow up with you as soon as we have an update. If you have any further questions or concerns, please feel free to reach out to him directly within the email thread that you've been communicating.

Thank you for your patience and understanding while we thoroughly investigate the issue and work to resolve this for you.

Thank you,
************
Outdoorsy BBB Support Specialist
Customer Answer
Date: 09/28/2022
Complaint: 18017424

I am rejecting this response because: I have called Outdoorsy.com phone support help number repeatedly for weeks and they refuse to help me or even acknowledge that there is a problem. And I still don't have my security deposit refunded to me as of today, September 28, 2022. I WANT MY $500 SECURITY DEPOSIT REFUNDED IMMEDIATELY

Regards,

*******************
Business Response
Date: 10/03/2022
Dear ****,

Thank you for patiently waiting. Upon further review, we verified that the security deposit hold was released by Outdoorsy on 9/8. We notified PayPal regarding the release of funds on 9/25, so if it still shows as pending in your account, we recommend that you contact PayPal or your financial institution directly. If you have any further questions or concerns, please don't hesitate to reach out to the Customer Experience Specialist within your email thread.

Thank you,
************
Outdoorsy BBB Support Specialist
Initial Complaint
Date:09/09/2022
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.
I rented an ** from Outdoorsy from July 3 - July 16th. I paid ******** for the two weeks. I also paid an additional $1,000 for the security deposit. I have only received back $438.15 of my security deposit. I am still owed the remaining $561.85.I showed up to pick up the ** and had two children (13 to 14 years old) there to show me the ** and do the check out paperwork. I noticed that the ** had been wreck and painted compared to the pictures on the Oudoorsy website. The ** was wrecked, glued back together and painted with white spray paint. I should have taken pictures after the kids started talking about their dad taking people to court over this **. I paid over $3,000 for an embarrassment of an **. I paid over $800 in insurance. The kids showing us the ** popped up the electrical outlet (surge protector) and left it up we never used it. Later owner said it was broken and charged me $160 for a surge protector that his kids broke. When I returned the ** I had an even younger child (8 to 10 Years old) met me to check in the **. The owner claimed an extra $120 cleaning fee. I had already paid a cleaning fee and returned it much cleaner than I picked it up. Basically the owner has pictures of the ** when it was new and uses them against what it looks like now to steal the security deposits of the renters. Outdoorsy was no help at all. This is a complete scam and I will not be a victim of it. Is it in Outdoorsy's policy that children can check in and out the **'s they are renting? (I have video of this). Please compare the pictures on the Outdoorsy site when I rented the ** to the ** I picked up. I am demanding my remaining $561.85 of my security deposit back.
Business Response
Date: 09/13/2022
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 charges the owner claimed from your security deposit. 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 the owner presented the pre and post-trip photos which include photos of the damage to the electrical power, scratches on the exterior of the *** missing **** emblem, as well as photos of both the exterior and interior of the ** showing that it was not thoroughly cleaned upon return. Based on the evidence provided, we're sorry that your dispute was closed without a refund from the ** owner. However, as we understand your frustration, a refund of $188.15 from Outdoorsy was processed to your original payment method on 8/28 as a courtesy. Moreover, an additional refund of $311.85 was processed on 9/13, so your total refund from Outdoorsy is $500.

Please rest assured that we've shared your feedback regarding your experience during the key exchange process with our Marketplace Quality Team. A full investigation into your report was initiated so we can ensure that we're always providing the best service possible and to make sure that our owners are strictly following our guidelines and procedures.

We sincerely regret your negative experience. This is most definitely not the intended outcome we'd prefer our renters to have. If you have any questions or concerns regarding your dispute, please feel free to reach out directly to the Resolutions Specialist within the email thread that you've been communicating.

Thank you,
************
Outdoorsy BBB Support Specialist
Customer Answer
Date: 09/21/2022
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:09/08/2022
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 had a trailer delivered through Outdoorsy.com for a camping trip on 9/2/22 - 9/5/22. The owner of the trailer is now making false accusation that I damaged the door handle and submitted a claim against me for $200. I did not cause any damage to his door handle. I ended up filing a counter dispute against the owner because the trailer was a death trap, rat f**** infested safety hazard. The Resolution Team said to allow 24 to 48 hours to get back to us. On 9/5/22, there the $200.00 charge on my credit card from Outdoorsy for the alleged damage, so basically Outdoorsy charged my credit card for the damages before they even settled the dispute. Today 9/7/22, I went to the Outdoorsy website to review their claims process and it states that in order for a owner to file a claim against a renter, there are two forms that need to be completed and signed by the owner and the renter. The name of those two forms are Towable RV Departure Form and the Towable RV Return Form. According to the Outdoorsy website, if you do not have these documents when filing a claim, your claim will be denied. The owner never presented me with any of these forms and I never signed anything. I would like to request that the BBB investigate Outdoorsy for charging my credit card on 9/5/22 for $200.00 before the investigation was completed. Also, I want to request the BBB to investigate Outdoorsy for not following their own claims procedure. Outdoorsy violated their own claims procedures by allowing the owner to file a claim without the proper documentation such as a Competed and Signed Towable RV Departure Form/Towable RV Return Form. Lastly, I would like to add that the owner is a fraud/scam artist and Outdoorsy does nothing except protect themselves. The owner accused the renter who had the trailer just a few days before me of breaking the door also. The review and pictures are there on the website and Outdoorsy continues to allow this con artist to list his trailer for rent on their website.
Business Response
Date: 09/10/2022
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 charges the owner claimed from your security deposit. We would like to clarify that the $200 charged to your payment method on 9/5 is a security deposit claim. This is different from an insurance claim that goes directly to our Claims Team. Please rest assured that all Outdoorsy claims require a signed RV Departure and Return Form, as well as the pre and post-trip photos and the owner's most recent 90-day inspection document.

Upon review, it appears that your case is handled by our Resolutions Team. 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 is conducted to reach an amicable resolution. Thank you for submitting the dispute form on 9/8. Our Resolutions Specialist will be in touch with you soon to provide you with an update. 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.

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

Thank you,
************
Outdoorsy BBB Support Specialist
Customer Answer
Date: 09/14/2022
Complaint: 17930548

I am rejecting this response because:

I received your message forwarded through the BBB and I wanted you to know your response does not resolve my complaint because most of your comments were not relative to the BBB complaint, and you failed to address the main issues of my complaint.

Your response does not satisfy my complaint because I think most of the comments you made are not relevant to the complaint that was filed against Outdoorsy with the BBB. For example, in your response you mention an insurance claim, however, I never said this was an insurance claim. I will refer you back to your website where it states that insurance claims are for damages to the exterior of the rig, and damages for the interior of the rig will be taken from the security deposit. Also, let me remind you that the owner is not saying we damaged the exterior of his trailer, which would fall under an insurance claim. Instead, the owner lied and said I damaged the interior of his trailer (the door handle to be precise) which resulted in a claim against the security deposit. This dispute is being handled by the Outdoorsy Resolution Team and is an entirely separate issue from the complaint I filed against Outdoorsy with the BBB. The dispute that the Outdoorsy Resolution Team is investigating deals with a dispute between the trailers owner and me. In contrast, the complaint I filed against Outdoorsy with the BBB has to do with a dispute between Outdoorsy and me.
Also, I am not satisfied with your response because it fails to address the 3 main issues that lead me to file a complaint against Outdoorsy with the BBB in the first place. The following are the 3 main issues I would like the BBB to investigate, and I want Outdoorsy to address:

1. Outdoorsy neglected to follow the security deposit claims procedures they have outlined on their website www.outdoorsy.com. Outdoorsy neglected their own security deposit claims procedures by permitting the owner of the trailer to file a security deposit claim against the renter (me) without the necessary documents (** Departure Form and Return Form).

2. All Outdoorsy claims require a signed ** Departure and Return Form, and both forms must be completed and signed by the owner and the renter in order to file a claim. I notified Outdoorsy on 9/5/22, that I never signed any forms and that the trailers owner never presented me with a ** Departure Form nor a Return Form. On September 5th, 6th, 7th, and 8th, I requested copies of the ** Departure Form and Return Form that the trailers owner submitted to Outdoorsy in order to file the claim against me. To date, 9/14/22, Outdoorsy has refused to provide the requested copies of the documents. Meanwhile, Outdoorsy expects me to be satisfied with the response, Please rest assured that all Outdoorsy claims require a signed ** Departure and Return Form. Once again Outdoorsy, if you really want me to be rest assured and satisfied, I request that you send me copies of the ** Departure Form and Return Form the trailers owner used to file a security deposit claim against me.

3. The trailers owner filed a claim against the security deposit on 9/5 for $200.00 and my credit card was immediately charged by Outdoorsy. Outdoorsy permitted my credit card to be charged before I was even given a chance to respond to the complaint and before an investigation could be completed. As of today 9/14, the investigation is still ongoing, and I have a $200.00 charge on my credit card until a decision is reached.
Regards,

******************
Business Response
Date: 09/18/2022
Dear *******,

We're very sorry that you're dissatisfied with our response. Please allow us to clarify our policy regarding security deposits a bit further. The security deposit is intended to cover any ancillary charges such as mileage overages, generator overages, cleaning fees, interior damage, etc. This covers any damage caused by the renter or renter's party which is not covered by the Outdoorsy insurance program. Once the vehicle is returned, owners can collect these ancillary charges directly from the renter's security deposit through their Outdoorsy dashboard within 7 days after the booking has been completed. 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.

"Security Deposit & Authorization. A security deposit from Renter is required two days prior to pick up and will be refunded when all costs are paid pursuant to the terms of this Agreement and the Outdoorsy Terms of Service. The amount of the security deposit is stated in the booking confirmation. Owner may use Renters security deposit to pay any amounts owed under this Agreement. If the amount of the security deposit is insufficient to satisfy all amounts due, ****** agrees to pay all charges in excess, either by use of the credit card provided or some other agreed upon means.

Minimum requirements for return of the security deposit include:
? At the time of return, ****** is cleaned to the same condition or better than when picked up;
? Fuel levels are equal to or above the level provided at the time of departure handoff;
? Holding tanks are properly emptied to or below the level at time of departure handoff;
? No damage sustained to the Rental (including interior damage)
? All variable charges including, but not limited to: mileage or generator overages, tolls, parking or other tickets are paid in full.

At the time of rental, a charge will be authorized by Renter to cover any amounts payable pursuant to this Agreement and the Terms of Service, and by accepting the Rental Renter understands and expressly consents to use of the charge card for such purposes."

However, if the renter does not agree with the charges the owner claimed from the security deposit, the renter can file a dispute. Dispute such as security deposit claims is handled by the Outdoorsy Resolutions Team. During the dispute resolution process, both parties are required to provide evidence such as pre and post-trip photos, the signed RV Departure and Return Form, vehicle inspection report and mechanical records (from the owner), and other documents. Upon reviewing your open dispute, it appears that our Resolutions Specialist is still waiting for the owner to provide us with the required documents. She'll be following up with you as soon as we have an update, but please don't hesitate to reach back out to her within your email thread if you have any further questions or concerns.

We sincerely regret any inconvenience and frustration that this may have caused you. This is most definitely not the intended outcome we'd prefer our renters to have.

Thank you,
************
Outdoorsy BBB Support Specialist
Customer Answer
Date: 09/19/2022
Complaint: 17930548

I am rejecting this response because:
But you are still not following your own terms and agreements. A signed departure and return form is needed to process any claim, security or insurance. We were never provided any forms by the owner. The claim should've been denied as soon as we brought this up to the resolution team. You can't pick and choose when to enforce your terms.
"This form is completed upon the return of the *** The form must be completed. Incomplete
forms, forms that have been altered after signature, and forms that have been crossed out or
overwritten may result in denial of any security deposit or insurance claims."

Regards,

*****************************
Initial Complaint
Date:09/06/2022
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 travel trailer out on outdoorsy. The renter brought the trailer back with a destroyed AC unit and roof from running into an overhang. I have a 2 night minimum rental policy on my trailer, the renter paid for 2 nights of coverage Aug *****th 2022. The renter initially put the he was going to return the trailer on the 13th, he had something come up and was unable to return it until the 14th which was still a date that the renter had paid for. Outdoorsy is refusing to cover the damage costs to my trailer which is over $6,000 dollars. The renter paid for two full days of rental and should be entitled to two full days of coverage.
Business Response
Date: 09/08/2022
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 we're unable to provide coverage for the damages to your RV as the damage occurred outside our coverage period. Your renter's booking is confirmed for pickup on 8/12 and return on 8/13, however, it appears that the damage happened on 8/14 which is outside of the policy period. Although you have a 2-night minimum rental policy, the insurance coverage for the booking was purchased only for 8/12 and 8/13. I've included the booking receipt in the attachment below for your reference. As advised by our Claims representative, please reach out to your renter to discuss with them the handling of the damage and repairs. Your renter was also advised with the same information. If you have any questions or concerns, please feel free to reach back out to the Claims rep within the email thread that you've been communicating.

Thank you,
************
Outdoorsy BBB Support Specialist
Initial Complaint
Date:09/02/2022
Type:Customer Service 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.
This company does not seem capable of effectively mediating Security Deposit disputed, and their policies seem very unilateral in the Landlords favor. I had two very negative experiences with them, and from what Im seeing, I am not alone. Here is the review I have posted:I was very excited to try this app, as my wife and I are in the market for an **. After two attempts, I would not recommend it. The first round involved an Airstream rental where we booked and paid for a week for a family vacation, and committed to the 50% non-refundable cancellation policy. Unfortunately the ** owner had no such recourse, and they canceled on us without concession. We scrambled to find something elseRound #2 - my wife booked an alternate ** and we sprung for the full delivery / setup and cleaning fee. When we arrived, the sheets were not changed and had bodily fluids on them from previous guests. Then at the end of our stay, the owner told my wife she would release the $900 Security Deposit once you write a review. ****** wrote a four star review because of the above, and the owner flipped out. She documented all the pre-existing issues of her camper and told Outdoorsy we were to blame. We tried to appeal, but the Outdoorsy team seems to have forgotten about us. Long story short, I would recommend steering clear
Business Response
Date: 09/05/2022
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 the charges claimed from your security deposit and the cancellation of your original booking. We would like to reassure you that we strongly discourage owners from canceling on their renters. An owner's ratings can be negatively impacted when this occurs, as well as a financial penalty being imposed. Although we do everything we can to prevent cancellations, sometimes they do happen. Upon review, it appears that the owner was required to travel to ******* for work which is why your original booking was canceled. We recognized that this was a pain point for our renters, so we have a team that's dedicated to assisting with last-minute cancellations. Due to the owner canceling your booking, a full refund was issued to your original payment method on 5/20/22.

Cleanliness is extremely important to Outdoorsy, especially during these times and we require owners to meet our high standards of safety and cleanliness. Please rest assured that we'll pass your feedback along to our Marketplace Quality Team so we can ensure that we're always providing the best product possible and to make sure that our owners are keeping their listings within our accepted standards. Thank you for bringing this to our attention.

Upon further review, it appears that your case regarding the charges claimed from your security deposit is under review. 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 is conducted to reach an amicable resolution. Our Resolutions Specialist will be in touch with you soon to provide you with an update. 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.

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

Thank you,
************
Outdoorsy BBB Support Specialist
Customer Answer
Date: 09/09/2022
Complaint: 17896296

I am rejecting this response because:

This matter is 100% not resolved. Outdoorsy has told us that they are not refunding our security deposit, and based on App Store reviews, this has happened to many other people. Their policies are extremely skewed towards the Landlord.

I am frustrated enough by the whole situation that Im considering legal recourse even though fees would far exceed the $900. I try to stay calm / stoic, but I just feel so taken advantage of with this.

Regards,

*****************************
Business Response
Date: 09/12/2022
Dear *****,

We sincerely regret any frustration that this may have caused you. This is most definitely not the experience that we want for you with Outdoorsy. Upon further review, it appears that your dispute was resolved on 9/10. Although we determined that there's no refund due from the security deposit claimed by the ** owner based on the evidence provided regarding the interior damages to the vehicle, we offered you a $500 refund from Outdoorsy as a resolution. It appears that you accepted this offer on 9/9, so we immediately processed the refund to your original payment method. If you have any further questions or concerns regarding the resolution, please feel free 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: 09/16/2022
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:09/02/2022
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.
We rented a sleeper van out of ****** and needed to return it early due to mechanical problems so we only used 40% of the original trip duration (6 of 14 days).Outdoorsy charges a 20% commission fee that was applied to the original 14 day rental. The owner recommended we return the van early when we were experiencing mechanical and functionality issues with the van and said he'd prorate the rental and refund the rest of the original payment. The owner did refund "his share" of the rental but Outdoorsy refused to do the same with their commission and taxes since it was "not in their process to do so". They referenced that this policy was in the terms and conditions of the agreement.I argued that Outdoorsy did not meet their contractual obligation since the van was not functioning as advertised but Outdoorsy would not accept that argument.I am looking for Outdoorsy to simply prorate their commission based on the actual (6 day) rental and refund that and the associated tax savings.
Business Response
Date: 09/05/2022
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 the issues you encountered with your rented RV. Please accept our sincere apologies for the inconvenience. This is most definitely not the experience we'd prefer our renters to have.

Upon review, it appears that a refund of $1,776 from the owner for the unused days was processed to your original payment method on 8/8. Additionally, Outdoorsy refunded $423.77 for the unused portion of your insurance protection package, so the total refund initially issued was $2,199.77.

Although our service fees are non-refundable, we truly understand your concerns. So, we processed an additional refund of $474 from Outdoorsy on 9/5 to cover the owner fees of the rental amount for the unused days. Please allow **** banking days for this refund to reflect on your statement. Our Customer Experience Team has reached out to you regarding this, so please feel free to reply to them within the email thread that you've been communicating for any questions or concerns.

Thank you,
************
Outdoorsy BBB Support Specialist
Customer Answer
Date: 09/06/2022
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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