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:08/29/2022
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 was charged 2500$ without my permission about damage to an ** that I was not responsible for. I did not find out about the claim until 4 months after the supposed damage happened. I never signed a departure/ return form which is required by the owner to turn in to process the claim. I never received a pre-trip photo of the ** or a time of when the photos were taken. I was given little to no information of any questions I have had. I have not received any documentation which I have asked for. I was told multiple times by ****** the claims processor, at Romely, that I would receive a call back by himself and his supervisor. I never received a call back I sent many emails asking questions that were never responded too. I have been passed from romely to outdoorsy's customer service multiple times. I was told over the phone on Wednesday 8/25/22 through outdoorsy customer service that I would receive pre-trip and post-trip photos of the ** in an email. I never received an email with the pictures. The service I have been provided has been horrible.
Business Response
Date: 09/02/2022
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 due to a damage claim. Although most claims can be resolved within 7 days, there are some cases that do take longer. Please accept our sincere apologies for the delay and any frustration that this may have caused you.

Upon review, it appears that your case is handled by our Resolutions Team and is currently under investigation. 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 reached out to you on 9/2 to provide you with an update. Please feel free to respond to her directly within the email thread that you've been communicating for any questions or concerns.

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

Thank you,
************
Outdoorsy BBB Support Specialist
Customer Answer
Date: 09/08/2022
Complaint: 17784607

I am rejecting this response because: I have not received a refund for charges for damages I am not responsible for. I have not received any documentation such as, a signed rental agreement/signed confirmation of terms and agreements, signed departure and arrival forms, time stamped pictures of the trailer. It is now 9/8 and has been over two since I was told this issue would be resolved or I would receive more information. I have either been passed around to different departments in outdoorsy or told that I would receive information or a call back shortly. I have been told through the claims department that I would receive a call back which never happened. I have been scammed 2500$ through the owner of the *** I will communicate on every possible form of communication to NOT use outdoorsy due to my horrible experience with the company.
Regards,

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

We're sorry for the delay in resolving your dispute. Upon further review, it appears that the owner provided us the evidence regarding the damage to the refrigerator. Our Resolutions Specialist shared the documents with you on 9/9 and provided you with the resolution. So, please check your email and respond to her directly within your email thread.

Thank you,
************
Outdoorsy BBB Support Specialist
Customer Answer
Date: 09/13/2022
Complaint: 17784607

I am rejecting this response because:
It clearly states on your website that you need pre-trip and post trip photos along with a signed departure and arrival form to submit a claim.
I have never signed or read a rental agreement, departure form or arrival form.
How can your process a claim without proper documentation?
Regards,

*********************
Business Response
Date: 09/17/2022
Dear *****,

We understand your frustration, and we sincerely regret your negative experience. Upon further investigation with our Claims team, it appears that the photos serve as sufficient evidence that the vehicle was inspected. The Outdoorsy Terms and Conditions are agreed to at the end of the booking process in order to complete the booking which includes the ** Rental Agreement Contract. As we were unable to come to an amicable resolution to your dispute, due to both you and the ** owner seeking funds, your case will need to go to 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. 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 ********** (******************)..."

We would like to reassure you that this is the fastest way to reach an amicable resolution, so please feel free to reach back out to the Resolutions Specialist within the email thread that you've been communicating to sign up with ********** through the link provided in the email.

Thank you,
************
Outdoorsy BBB Support Specialist
Customer Answer
Date: 09/19/2022
Complaint: 17784607

I am rejecting this response because:
I do not have a signed rental contract.
Please provide me with documentation.
Regards,

*********************
Business Response
Date: 09/22/2022
Dear *****,

We are very sorry that we're unable to come to an amicable resolution to your dispute, and we sincerely regret any frustration that this has caused you. Again, the pre and post-trip photos provided by the ** owner that were taken within the Outdoorsy requirements serve as sufficient evidence that the damage occurred during your rental. The Outdoorsy Terms and Conditions, which include the ** Rental Agreement Contract verbiage, are agreed to at the end of the booking process in order to complete and confirm the booking. Please sign up with ********** through the link provided in the email sent to you by our Resolutions Specialist. Once you're registered, the ** owner is notified and ********** will reach out to you directly for an update. Please rest assured that this is the fastest way to resolve your concerns, so please sign up as soon as possible.

Thank you,
************
Outdoorsy BBB Support Specialist
Initial Complaint
Date:08/26/2022
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.
****** returned my RV damaged on 7/31/22, I immediately opened a claim for the damage to my rear bumper and broken cabinet door on the inside, below the kitchen table area.I also turned over overages that the renters accrued. They had $52.52 in tolls the put on my Class A, I provided the invoice showing the charges to Outdoorsy within the 48 hours the request on the site. The client used 101 hours on my generator, over the 2 hours a day we allow them to use. This is charged at the rate of $5 a hour, The cabinet door was not covered by the insurance? They allow the client to insure the inside or not and don't let the owner know?I was under the impression that we were fully covered when our RV was out on runs with Outdoorsy..... Owners BEWARE!!!This was all assigned to the RESOLUTION DEPARTMENT...... They were not supposed to release the $1500.00 deposit until all claims were satisfied.... They quickly paid me for the damage to my bumper, but they then released the deposit remaining and now I have not been paid for these Damages and overages. They have run me around and offer no accountability. OUTDOORSY SUPPORT TOLD ME THEY WERE NOT SUPPOSED TO RELEASE THE DEPOSIT, YET THEY DID... NOW THEIR FAILURES ARE EFFECTING ME.
Business Response
Date: 08/31/2022
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 resolution process. Upon review, it appears that your renter disputed the interior damage to your RV and ancillary fees which is why the dispute was handled separately by our Resolutions Team and your renter's security deposit was released after our ***************** collected $723 for the damage to the rear bumper. We sincerely apologize for any confusion and inconvenience that it may have caused you.

Although the security deposit was released after the insurance claim for the exterior damage was resolved, our Resolutions Team continued to handle your case regarding the interior damage. 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. Upon further review, it appears that the dispute was closed on 8/23 with a payout of $657.52 issued to your connected bank account.

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. If you have any questions or concerns regarding the resolution, please don't hesitate to reach back out to the Resolutions Specialist within the email thread that you've been communicating.

Thank you,
************
Outdoorsy BBB Support Specialist
Initial Complaint
Date:08/25/2022
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 am a ******* citizen and having lived and worked previously in ******, we had planned to return on vacation this year. We were flying to ********* from ****** on 3rd Aug, in order to attend a wedding in ********* over the weekend of 6/7th August. We were then going to take a few days to explore the Rockies and finally spend time with friends in ********* before returning on 21st Aug. In short, one of the holidays of a lifetime. As it transpired, I was diagnosed with a DVT in my leg on 26/27th Jul and was therefore prevented from flying for three months. This was indeed a bitter blow after months of excited anticipation, however we then set-about cancelling all the reservations we had made. In doing so, everyone we contacted - hotels, B&Bs, hire car companies et al - were uniformally charming and understanding and we were refunded for everything without incident. That is, until we approached Outdoorsy, with whom we had rented (and paid CA$841.80 in advance for) an RV for our three-day adventure in the Rockies. I informed Outdoorsy of my inability to travel and the need to cancel my booking with them on 29th Jul and followed-up on 2nd Aug, offering to provide medical evidence if necessary. I subsequently spent over 150 in telephone calls with them. Despite this, they have charged me the full amount for the rental and in doing so, are guilty of duplicitous sharp practice. The full email trail has been enclosed as evidence.In short, given the stress and frustration I have been subjected to/experienced in this matter, I am seeking nothing less than a full refund .
Business Response
Date: 08/31/2022
Dear ****,

Thank you for reaching Outdoorsy Customer Support via the ******************** platform. We are very sorry to hear that you were unable to go on your trip due to your medical condition. We hope that you're feeling better this time. We truly understand your situation, however, since we are a peer-to-peer marketplace and all of the RVs listed on our platform are individually owned and operated, all cancellations must be in accordance with the owner's cancellation policy that was agreed to at the time of booking.

Upon review, it appears that the owner advised you to cancel your booking on 8/2 in order to receive a partial refund. Although the owner did not authorize any refunds from their end, Outdoorsy processed a refund of $159.80 to your original payment method for the insurance protection package.

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
Customer Answer
Date: 09/02/2022
Complaint: 17757482

I am rejecting this response because: I made every effort to cancel my booking. I had not used Outdoorsy as a service before and was therefore entirely unfamiliar with their cancellation procedure - which is neither clear nor intuitive on their website. They claim to be a peer-to-peer service - i.e. just the middle man. But it was to Outdoorsy that I paid my money and they do make it clear on their site that any transactional communication must go through them. They are hiding behind semantics and need to be brought to account.

Regards,

*******************
Business Response
Date: 09/05/2022
Dear ****,

We understand your frustration, and we're very sorry that you were unable to cancel your booking within the cancellation period. Upon further investigation, it appears that our Support rep emailed you on 8/3 at 10:01 AM CST with detailed instructions on how to cancel your booking on your Outdoorsy dashboard. At 12:53 PM CST on the same day, it appears that you called our Customer Support line and our Support rep advised you of the owner's moderate cancellation policy. A follow-up email was sent to you on 8/4 with a link to your trip page and step-by-step instruction on how to cancel your booking. Additionally, upon reviewing your correspondence with the ** owner on our platform, it appears that they also messaged you on 8/6 and walked you through the cancellation process. Moreover, our Support rep sent you another follow-up email on 8/8 (which is the day before your departure) advising you to cancel your booking in order for you to receive a partial refund. While we sincerely regret your negative experience, I'd like to reassure you that we've provided all communications and detailed instructions regarding the cancellation of your booking within the cancellation period.

Thank you,
************
Outdoorsy BBB Support Specialist
Customer Answer
Date: 09/07/2022
Complaint: 17757482

I am rejecting this response because: It is not factual. To have gone through the cancellation process would have attracted a service charge from Outdoorsy, which would have meant that I would have received only half of the money I had paid to Outdoorsy for the rental. The record will show that this initial dispute was acknowledged by Outdoorsy and the service charge was waived. It will also show, that whilst I did not agree with it, I was prepared to pay the 'Modest' cancellation fee to the renter. What I should have received back from Outdoorsy - and what remains at the heart of this dispute - is CA$631.35 (i.e. the total rental fee paid in advance minus 25%). The facts are that I did inform both Outdoorsy and the renter prior to and/or on 2nd Aug that I was unable to fulfil the booking through no fault of my own. E-mail didn't prove to be an effective form of communication and I spent over 150 in telephone calls in trying to get this issue resolved. Outdoorsy have taken money off me for a service not delivered. Under the circumstances I needed help, not obscuration and impenetrable process. I should not have been made to go through what has become a stressful, costly and time consuming redress. I am responsible for a business and understand the importance of customer support and fair dealing when its comes to disputes. Its something we take a pride in. What I have experienced with Outdoorsy to date is at the other end of the customer services spectrum. It is unacceptable and not something I am prepared to be intimidated by or back away from.

Regards,

*******************
Business Response
Date: 09/15/2022
Dear ****,

Thanks for your response. We regret that we are unable to process an additional refund from Outdoorsy. As previously mentioned, all cancellations must be in accordance with the owner's cancellation policy that was agreed to at the time of booking. I've provided a section of these terms, as well as the owner's cancellation policy for your reference.

"If the renter cancels a confirmed booking, the cancellation policy of the owner contained in the applicable Listing will apply to such cancellation. Our ability to refund any amounts charged to the renter will depend upon the terms of the applicable owner cancellation policy. "

"If canceled more than 7 days prior to departure:
- ************* paid is refunded
- Renter is responsible for 25% of the booking total
- Renter is responsible for the service fee

If canceled less than 7 days prior to departure:
- ************* paid is refunded
- Renter is responsible for 50% of the booking total
- The renter is responsible for the service fee"

We truly understand your frustration, however, we cannot force owners to process the cancellation on their end, as well as force them to reverse any funds from their account. Unfortunately, an owner's cancellation policy cannot be disputed. Any cancellation request made by a renter must be done on the renter's Outdoorsy dashboard within the cancellation period prior to the booking start date.

Moreover, we'd like to reassure you that our Customer Support team provided you with all communication (phone calls and emails) with instructions regarding the cancellation of your booking within the cancellation period. I see that our Customer Experience Specialist has reached out to you regarding your concerns, so please feel free to reach back out to her directly within your email thread for any further questions or concerns.

Thank you,
************
Outdoorsy BBB Support Specialist
Customer Answer
Date: 09/16/2022
Complaint: 17757482

I am rejecting this response because: Outdoorsy has still charged me half the original full payment for a service not provided. I can now no longer justify spending any more time on this dispute and have therefore been forced to accept the situation as is. My complaint with Outdoorsy, in regard to how I have been treated throughout this sorry saga, remains extant. I would strongly recommend against anyone else using their services for fear of finding themselves as profoundly frustrated and disappointed as I have been - to say nothing of being left CA$400+ out of pocket.

Regards,

*******************
Initial Complaint
Date:08/23/2022
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.
Booked an ** through the business (website: outdoorsy.com) for delivery. Booking ID: *******. Price $505.85. The business handles all transactions and refunds and serves as a platform for ** owners to rent their **s. The owners set the cancellation policies. The ** was booked and confirmed by the owner on 8/15/22 for use on 8/18/22 - 8/20/22. I wanted to cancel within minutes of still texting with the owner and he stated he would check into it with outdoorsy. He texted the next day: since the booking, confirmation and cancellation request was so close to the departure date, and the strict cancellation policies, he could not refund for cancelling. The rental was therefore never officially cancelled by myself or the owner. I communicated to the owner, though, cancelling for full refund was under his authority, as per the outdoorsy representative. We had therefore arranged for extra family members to use the ** that was not officially cancelled. 2 **s were booked. Only 1 was delivered. Contacted Outdoorsy for a refund twice on 8/20/22. A service was paid for but never delivered. They stated a dispute with the owner would be filed and they would contact me. I was never contacted. Requesting help with FULL refund.
Business Response
Date: 08/27/2022
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 reviewing your correspondence with the ** owner, it appears that you advised them 3 days prior to your booking start date that you cancel your booking and requested a full refund. However, due to the owner's Strict Cancellation Policy that was agreed to at the time of booking, a full refund cannot be processed for the cancellation. I've provided a section of the owner's cancellation policy for your reference:

"If canceled less than 14 days prior to departure:
- ************* paid is refunded
- Renter is responsible for 100% of the booking total
- Renter is responsible for the service fee"

Although the booking was not canceled on your end, it appears in your correspondence that there was no advice or communication from you prior to departure that you'll continue with the booking which is why the owner did not deliver their travel trailer. Your case was sent over to our Resolutions Team, however, unfortunately, a dispute about the owner's cancellation policy cannot be processed.

I see that one of our Customer Experience Specialists has reached out to you regarding this. So, if you have any questions or concerns, please feel free to reach back out to him within the email thread that you've been communicating.

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
Initial Complaint
Date:08/23/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On August 4-7th of 2022, I rented a camper through Outdoorsy.com. The camper's owner was *******************, through the contract with Outdoorsy I paid **** to deliver and setup the camper and pick up the camper when our campout was finished on the Morning of August 7th. **** was running late to the pickup on the 7th and said he would pick the camper up later. I told **** in our phone conversation that morning that I went above and beyond cleaning his camper because it definitely was not that clean when it was delivered, there were dead worms in the fridge, dog hair all over the bedding, and the outdoor grill was never cleaned. I never complained about any of this, I just cleaned it myself and went on with my camping trip. Then, I received a text from Outdoorsy on the night of the 7th stating we broke the right-hand **** on ****'s Camper. I then immediately called **** to discuss the accusations. He responded that he accidentally ran the camper through the ditch on the 7th upon picking it up from the campsite. He also mentioned that he made the claim against Outdoorsy and not against my $500.00 damage deposit. I have pictures of the camper that morning before I left and an email **** sent stating that he made the claim through Outdoorsy insurance, not my security deposit. I have had several conversations with multiple customer service agents from ********************** and have had nothing but dead ends and redirections that have led nowhere. We did not move or set up this camper at all, and never damaged it while it was in our possession. If you can please help me get this matter resolved I would appreciate it greatly. Thanks, ***************************.
Business Response
Date: 08/30/2022
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 damage claim. Upon review, it appears that our Resolutions Team is currently investigating your case. 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.

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

Thank you for your patience and understanding while we work to resolve this for you. Please rest assured that the Resolutions Specialist will get in touch with you very soon to provide you with an update.

Thank you,
************
Outdoorsy BBB Support Specialist
Customer Answer
Date: 09/01/2022
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:08/16/2022
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 camper via the Outdoorsy platform. ****** was returned with damaged stove top, written letter of renters accepting responsibility of damage. I have before and after pictures, receipt for the part, and communication with Outdoorsy via email. Nothing has happened despite promises of callbacks, emails, resolution "within the hour" and "by the end of the day".
Business Response
Date: 08/16/2022
Dear *******,

Thank you for reaching Outdoorsy Customer Support via the ******************** platform. We are sorry for the delay in processing your dispute. Upon reviewing your account information, it appears that our Resolutions Specialist reached out to you on 7/29 to start the dispute process. Due to no response, a follow-up email was sent to you on 8/3 and 8/9 respectively, however, it appears that we haven't heard back from you and received the dispute form until 8/12.

We'd like to reassure you that we take all disputes seriously, therefore, we require both parties to fill out the dispute form as well as provide us with all evidence in order for us to conduct a thorough and fair investigation to reach an amicable resolution. So, we thank you for providing us with all the documents and submitting the dispute form.

Upon further review, it appears that your renter agreed on the payment of $233.66, so the payment is processed to your account on 8/16 and your dispute is closed. Although our ETA for the funds to reflect on your statement is **** banking days, in some cases it may arrive sooner.

Thank you for your patience and understanding. If you have any further questions or concerns regarding the dispute, please don't hesitate to reach back out to the Resolutions Specialist within the email thread that you've been communicating.

Thank you,
************
Outdoorsy BBB Support Specialist
Customer Answer
Date: 08/17/2022
Complaint: ********

I am rejecting this response because:
You know that there is an issue here. You have my contact information. Do not make me take yet another step to address this. You could and should take the initiative reach out to me directly. Nothing in your response addresses my concerns or or tips any corrective action. It is yet more evidence of how you choose to handle less than ******************* with your company.

Regards,

*****************************
Business Response
Date: 08/19/2022
Dear *******,

We sincerely regret your negative experience. Upon review, it appears that our Customer Experience Specialist reached out to you directly on 8/17, and walked you through our dispute resolution process as well as on how owners collect fees from the renter's security deposit. If you have any further questions or concerns, please feel free to reach out back to him within the email thread that you've been communicating.

Thank you for being part of the Outdoorsy community.

Thank you,
************
Outdoorsy BBB Support Specialist
Customer Answer
Date: 08/22/2022
Complaint: 17718774

I am rejecting this response because:
While you have recounted to me parts of what happened, you have not explained to me:
Why this was not handled with the security deposit in the first place.
Why your resolutions team will not respond to phone calls.
Why this was not escalated to the supervisor when I spoke to her directly.
Why you will not refund me your 20% cut of this rental AND the part you took for this repair.

Until the above happens, I will consider this issue open and unresolved.

Regards,

*****************************
Initial Complaint
Date:08/12/2022
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 rented a van from outdoorsy in May 2022. Everything was fine. While traveling to return the van, a small pebble kicked up from the road in front of us and caused a small chip the size of a pencil eraser. We notified the owner and outdoorsy right away. We reviewed the insurance and sure enough the glass repair for a small ********* was covered with no additional cost to us. Fast forward a month later- we receive an email that the damage was covered and our refund returned. Our money was not returned and we never heard another word. They deducted another $500 from my account and said the hold expired. Again no resolution to the damage. Now they deducted another $500 as the hold expired. We called again- asked whats going on and they said oh well the glass replaceable as determined by their partner ****** which is a windshield company specifically for rv windshields (this was a 2018 **** transit connect). And they informed us they would charge us $375 for the replacement of the windshield. Of course an exclusive partner would deem it replaceable all windshields are theoretically replaceable, but it was repairable, shallow and the size as mentioned of a pencil eraser. They are a SCAM. I want my $500 back. Had I not called multiple times- theyd just keep redrafting the money from my account and never resolving this at all. Their customer support is slow; and their answers are unacceptable. Ive used this company in the past but never again. I will should it to the rooftop that they are a scam and willing to do whatever it takes to hold your money hostage.
Business Response
Date: 08/17/2022
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 a damage claim. Upon review, it appears that only $375 was claimed from your $500 security deposit for the windshield replacement, so a refund of $150 was issued to your original payment method on 8/10. Were still waiting for more information on why a replacement was necessary rather than just a repair. Please rest assured that we'll be reaching out to you as soon as we have the information.

For any further questions or concerns regarding your claim, please feel free to reach 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
Initial Complaint
Date:07/25/2022
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 RV from outdoorsy that clearly states on my reservation that I have 250 miles per night and 4 generator hours. Owner claims the booking was for 150 miles not 250. He sent pictures that clearly show I only used the generator 6.2 hours but doesnt understand the hour vs tenth of an hour meter. He claims we used the generator 52 hours. Outdoorsy refuses to dispute both his claims and will not return my security deposit. I have provided pictures.
Business Response
Date: 07/29/2022
Dear ******,

Thank you for reaching Outdoorsy Customer Support via the ******************** platform. We are sorry that you had a less than perfect experience with our dispute resolution process. Upon review, it appears that our Resolution Specialist processed a total refund of $355.50 to your original form of payment on 7/27 which is the amount claimed from your security deposit. We thank you for your patience and for taking the time in providing us with all the documents needed in the investigation of your dispute.

We sincerely regret any inconvenience that it may have caused you. We'd like to reassure you that we take all disputes seriously, therefore, a thorough and fair investigation of all evidence provided by both parties was conducted to reach an amicable resolution.

Again, thank you for your patience and understanding. If you have any further questions or concerns, please don't hesitate to reach back out to the Resolutions Specialist within the email thread that you've been communicating.

Thank you,
************
Outdoorsy BBB Support Specialist
Initial Complaint
Date:07/21/2022
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.
On April 30, 2022 a reservation( #******* (June 10, 2022-June 16) was made with ********** which is ran by Outdoorsy. I was charged a reservation charge of ******** of which ****** was trip insurance. We had to cancel due to a parent being ill. Per the cancellation policy at least fifty percent of the booking total is refunded if reservation is cancelled fourteen days prior to departure. I cancelled the reservation on May 25, 2022. I've contacted GOORvy/ Outdoorsy several times by phone with no success. I have been able to contact somone by the name of **** and at first told that funds would be returned in three to five days. I received a second email and was told to make a claim against the insurance. I was given two different numbers to contact concerning insurance ************** and ************, spoke to a rep in June and was advised to send a request for refund to ********* attention **************** ******************************************************. I was told July 20, 2022 at 4:02PM that the information concerning the claim address was incorrect and that Coach Net has nothing to do with trip cancellation claims. I would like help in getting what ever funds that are due to my family returned.
Business Response
Date: 07/27/2022
Dear ******,

Thank you for reaching Outdoorsy Customer Support via the ******************** platform. We are sorry that you had to cancel your booking due to the medical condition of your parent. We hope they're feeling better this time. Upon reviewing your reservation, it appears that it was booked directly on the dealer's website which is outside of the Outdoorsy platform. The dealer has a custom cancellation policy which states that 50% of the booking total is refunded if canceled more than 14 days prior to departure. Upon further review, it appears that the only amount paid for your reservation on 4/30/22 is the deposit of $2,132.43 which is 50% of the full cost of the trip. Since the remainder was not yet charged, so no refund was issued to your payment method upon cancelation on 5/26/22. Please rest assured that your booking was canceled in accordance with the dealer's cancellation policy that was agreed to at the time of booking. I've provided a section of the dealer's cancellation policy for your reference.

"When a Renter makes a reservation with a departure date more than 14 days in advance, a reservation deposit is charged when an owner accepts the reservation. This charge is 50% of the full cost of the trip. **If a booking is able to be rescheduled, no future refunds will be issued. Rescheduling is at GooRVy's sole discretion and may not be honored. Rescheduling may be rescheduled to off peak dates. ___Free cancellation for 24 hours after booking, as long as you cancel more than 14 days before departure. ___If canceled more than 14 days prior to departure: ______Insurance is refunded ______50% of the booking total is refunded ______The service fee is not refunded ___If canceled at least 14 days prior to departure: ______Insurance is refunded ______0% of the booking total is refunded ______The service fee is not refunded Renters must agree to the owners cancellation policy before booking. "

Regarding your *************** please contact the trip insurance provider, IMG by calling ************ to file a claim. Please provide your membership ID listed on the trip insurance card when contacting them. 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 reply within the email thread that you've been communicating.

Thank you,
************
Outdoorsy BBB Support Specialist

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