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. has 4 locations, listed below.

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  Outdoorsy, Inc.

  1801 E Cesar Chavez St Austin, TX 78702-4403

  
• 

  Outdoorsy

  1475 Folsom Street, Suite 300 San Francisco, CA 94103

• 

  Outdoorsy

  6200 Stoneridge Mall Rd Ste 300 Pleasanton, CA 94588

• 

  Outdoorsy

  618 Sanchez Street San Francisco, CA 94114

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

• Initial Complaint

  Date: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