Complaints

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

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  Outdoorsy, Inc.

  1801 E Cesar Chavez St Austin, TX 78702-4403

  
• 

  Outdoorsy

  1475 Folsom Street, Suite 300 San Francisco, CA 94103

• 

  Outdoorsy

  6200 Stoneridge Mall Rd Ste 300 Pleasanton, CA 94588

• 

  Outdoorsy

  618 Sanchez Street San Francisco, CA 94114

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

• Initial Complaint

  Date:01/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a camper van for dates 01/23/25-01/28/2025. The booking stated ac/heat, toilet, shower, sink, oven. However, none of these amenities worked. There was no propane to use the heat/ac, stove or generator. I filled the van up with water however nothing came out. When I did get the heat on the ac ran at the same time and I could not turn it off. I was not compensated for the propane either. There was 2 outside panels that continued to come loose on the outside and I had to pull over each time to push them shut. The van was extremely dirty when I picked it up. I thought I was renting a ************ however it was nothing more than a van.

  

  Business Response

  Date: 02/06/2025

  Dear ****, 
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We're very sorry you had a less-than-perfect experience with your rented RV. That's certainly not the experience we'd prefer our guests to have. Our guests' safety and comfort are our top priority, so we'd like to reassure you that we've shared your feedback with our Marketplace Quality team so we can review the host's listing and ensure that we're always providing the best product possible.
  
  Upon reviewing your account information, it appears that you're in contact with our Resolutions team regarding your dispute. We'd like to reassure you that we take all disputes seriously; therefore, a thorough investigation of all evidence provided by both parties is being conducted to reach an amicable resolution. Please rest assured that our Resolutions Specialist will follow up with you soon to provide you with an update. Should you have any further questions or concerns, please don't hesitate to reach back 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 as quickly as possible.
  
  Thank you,
  **** *.
  Outdoorsy BBB Support Specialist

• Initial Complaint

  Date:01/09/2025

  Type:Sales and Advertising 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.

  Like stopping a gym membership, I can not get this company to stop sending e-mails! Please make them stop!

  

  Business Response

  Date: 01/14/2025

  Dear ****, 
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We understand you wanted to unsubscribe from our promotional emails, so we've gone ahead and updated your Notification Settings on your Outdoorsy account. 
  
  If you'd like to receive information regarding our service offerings in the future, you can update your settings by going to **********************************************************************. Additionally, you have the option to completely remove your account from ********************** by sending an email to ****************************************************************.
  
  Thank you, 
  **** *.
  Outdoorsy BBB Support Specialist 

• Initial Complaint

  Date:12/23/2024

  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 rent out my motor home on Outdoorsy. On April 26, 2024 I rented the motor home out to a family which Outdoorsy approved with the initials of RD and CD. We told RD 6 times to lock the baggage doors or they will open. RD did not lock one door and door opened and scraped entire framing and bent it. He said since it still locked he refused to pay for it or have his insurance pay for it. There were metal splinters everywhere which could cut you. Outdoorsy would not do anything. Rd then stated he knew how to fix it and sanded it and painted trim with house paint. When paint dried it bubbled and you can see grooves in door from scratches. Again I told Outdoorsy who refuses to repair or replace this door. Both auto body shops and RV Travel World say door needs replacement and it would be $660 (cost of door, shipping and installation). Matter went to arbitration, I initially won and 3 days later was ordered to return money. They say outcome was legally binding so why did they change mind after 3 days. Renter was not given permission to paint door frame if rig with house paint. I want my door repaired properly. Renter signed my agreement ent stating they are responsible for damage to rig and it must be repaired in shop.

  

  Business Response

  Date: 12/31/2024

  Dear ********,
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We're sincerely sorry you had a less-than-perfect experience with our platform due to a damage claim. 
  
  Upon reviewing your account, it appears that we're unable to provide coverage to your claim due to allowing your guest to repair the damages, post-rental, so your case was sent to FairClaims for legal arbitration, per our Terms of Service. 
  
  "If a dispute, claim, or controversy arises between Outdoorsy, a guest, or a host, all parties agree to first notify the other party of the nature of the dispute or claim before initiating arbitration. The parties will attempt to negotiate an informal resolution to the issue. Outdoorsy will contact you at the email address you have provided..."
  
  "If the parties are unable to resolve the claims within 30 days after the notice is sent, the parties agree to initiate arbitration. The party seeking arbitration must notify the other party via email of their intent to pursue arbitration. Arbitration can then be initiated through FairClaims (which may require that a non-Outdoorsy party initiate the process via Outdoorsy) or the ******************************** (***) according to the FairClaims Rules or AAAs Consumer Arbitration Rules, as applicable. Forms for initiating arbitration are available on the ********** and AAA websites. Any settlement offers made by either party must not be disclosed to the arbitrator..."
  
  We're sorry you're dissatisfied with the ********** decision. Upon investigation, ********** found in favor of your guest stating that you expressed satisfaction with the attempted repairs at the time your guest completed them. Additionally, it appears that the scratched door was not recorded as damage on the ** Return Form and that no evidence of the cost to repair was submitted. 
  
  We want to reassure you that the decision was made after a comprehensive review of all available information. For any questions or concerns about the outcome of your claim, please don't hesitate to contact FairClaims directly at *********************************.
  
  Thank you, 
  **** *.
  Outdoorsy BBB Support Specialist 

  Customer Answer

  Date: 01/07/2025

  Complaint: 22719467
  
  I am rejecting this response because:
  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented an RV through Outdoorsy. A group of 8 of us stayed in this RV for almost a month and there were some minor damages upon return that we acknowledged and agreed to pay for: a stain from spilled tea on the mattress, a popped tire, and a fake wood panel near the bathroom was damaged from the shower. When we returned it the couple we rented from said we damaged all kinds of things that weren't damaged. Said levelers and the awning didn't work when they both did and got an INSANE $11,000+ estimate from an RV repair place to replace things like their table top that had a blemish the size of a pinhead on it and $400 to replace 2 screws that were missing from the panel holding the microwave in place (which were missing at the time of pick up, they didn't notice until I showed them upon return). These people are trying to run a scam on us. Outdoorsy has not even sent me a copy of what our insurance covers and doesn't AND it's the same company representing us and the person we are renting from, so they have a conflict of interest to get us to pay for these insane bills. The only assistance they have offered to us so far is a link to fill out some kind of form that doesn't seem like it's the correct form. It only asks "what do you want to get reimbursed for" etc. We don't need reimbursement for anything. We want to not be scammed and charged for damages we didn't do.

  

  Business Response

  Date: 12/16/2024

  Dear *****, 
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We're very sorry you had a less-than-perfect experience with our platform due to your host's damage claim. 
  
  Upon reviewing your account, our investigation determined that neither a collision nor a comprehensive event has attributed to the damages that occurred during the rental. With this claim requirement not being met, we're sorry that we're unable to proceed with the claim. Additionally, interior damage is not covered under Outdoorsy's Comprehensive and Collision policy, so the interior damage claim was referred to our Resolutions team. This is in accordance with our Terms of Service that were agreed to at the time of booking. I've provided sections of these Terms for your reference.
  
  "Covered Damages - Outdoorsy will pay for sudden, direct, and accidental loss to the listed vehicle for damages covered under our Comprehensive and Collision policy. Payments will be issued to the legal owner of the listed vehicle unless otherwise specified by the legal owner.
  
  Our Collision coverage applies when the covered vehicle sustains damages as the result of a collisionan impact with an object or another vehicleor the upset of the vehiclee.g. roll an RV on its side.
  
  Comprehensive (sometimes called other than collision) coverage applies to the following: falling objects, fire, theft or larceny, explosion or earthquake, windstorm, hail, water or flood, malicious mischief or vandalism, contact with bird or animal, or broken glass."
  
  "Interior damage is not covered under Outdoorsys Comprehensive and Collision policy; guests can purchase the optional Damage Protection for interior damage coverage."
  
  We understand that you disagree with some of the damages claimed, so your case was sent to FairClaims to make a fair, unbiased, and legally binding decision, per our Terms of Service. 
  
  "If a dispute, claim, or controversy arises between Outdoorsy, a guest, or a host, all parties agree to first notify the other party of the nature of the dispute or claim before initiating arbitration. The parties will attempt to negotiate an informal resolution to the issue. Outdoorsy will contact you at the email address you have provided..."
  
  "If the parties are unable to resolve the claims within 30 days after the notice is sent, the parties agree to initiate arbitration. The party seeking arbitration must notify the other party via email of their intent to pursue arbitration. Arbitration can then be initiated through FairClaims (which may require that a non-Outdoorsy party initiate the process via Outdoorsy) or the ******************************** (***) according to the FairClaims Rules or AAAs Consumer Arbitration Rules, as applicable. Forms for initiating arbitration are available on the ********** and AAA websites. Any settlement offers made by either party must not be disclosed to the arbitrator..."
  
  We want to reassure you that this is the fastest way to reach an amicable resolution. If you have any further questions or concerns, please don't hesitate to reach back out to our Resolution Specialist directly within the email thread that you've been communicating.
  
  We sincerely regret any frustration this has caused you. This is most definitely not the intended outcome we'd prefer you to have with Outdoorsy. 
  
  Thank you,
  **** *.
  Outdoorsy BBB Support Specialist

• Initial Complaint

  Date:12/03/2024

  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.

  I am formally disputing the charges Outdoorsy has billed me, despite paying a $1,500 deposit for insurance intended to cover all excess expenses. Instead of honoring the agreement, Outdoorsy billed me directly. I did not sign a contract agreeing to excess charges, and I paid for the highest level of insurance.Outdoorsy altered my receipt to show payments from a credit card ending in 9208, which I did not authorize. I provided my Mercury credit card for all payments, not this card, violating our original rental agreement.Outdoorsy claims I made a cash payment of $1,499.99, but they dont accept cash, and I never made such a payment. I spent $4,984.18, but I should have only paid $1,393.00 after a $1,414.18 credit. This amount doesnt appear on Outdoorsys receipts but is on my credit card statement. On top of this, I was charged an additional $1,907.04, resulting in a total of $8,391.21 paid out-of-pocket.I paid for the highest insurance, expecting it to cover all excess expenses, including damages like those caused by the windstorm. According to the insurance terms, the owner is responsible for deductibles, which we paid. We did not agree to pay any expenses beyond the insurance coverage.

  

  Business Response

  Date: 12/11/2024

  Dear *********, 
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We're very sorry you had a less-than-perfect experience with our service due to the additional charges your host made to your payment method. 
  
  Upon reviewing your account information, it appears that the damage claim was resolved with a $1,500 deductible on 9/5, so we understand how frustrating that unexpected fees or additional charges were collected by your host. That's certainly not the experience we'd prefer you to have with Outdoorsy. No worries - we can assist you in filing a dispute with our Resolutions team. I verified that our Customer Support *** has already reached out to you regarding this on 12/10, so please feel free to reach back out to them directly at your earliest convenience within the email thread that you've been communicating. 
  
  We look forward to connecting with you soon and assisting you in resolving your concerns. 
  
  Thank you, 
  **** *.
  Outdoorsy BBB Support Specialist 

• Initial Complaint

  Date:11/22/2024

  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.

  We renter a Rv through Outdoorsy. Oct 21st to the 27th. We paid extra for the insurance. We talked to the owner few times during the rental. Over issues on the *** The owner would say oh I forgot to tell you about that. The owner stated to Us that the ** was damage prior to us renting. That the previous renter hes recked the Rv backing it into a tree. On Oct 24th we messaged the owner to tell him to will be returning the ** on the 24th. As me was returning the ** we told the Owner to meet us there to due the walk though. He refused. 3 days later he put in a damage report through Outdoorsy claims department. Stating we damaged a rear window, tailpipe and damage to back driver side. I disputed the damages. Through the claims department. I submitted my beginning walk around paperwork. And explained how get he put a claim in 3 days later and said we did the damage. Weeks later, I hear from Outdoorsy claims department now saying its only the tailpipe. Which one is it.? Now its to different claims. Not the window and damage to the back driver side. Its only the trail pipe. He lying then or is he lying now.? Im still disputing the damages. But Outdoorsy got $704.00 out of my account. The bank said the money is scheduled to come out 3 more times. I have called Outdoorsy. Numerous of time. I keep getting the run around.

  

  Business Response

  Date: 11/30/2024

  Dear ****, 
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We're very sorry you had a less-than-perfect experience with our platform due to a damage claim. 
  
  After conducting a thorough investigation and carefully reviewing the information provided, we confirmed that the damage to the generator exhaust pipe happened during your rental based on the pre and post-trip photos submitted. Upon reviewing your account information, it appears that you requested to speak with a supervisor from our Claims team regarding the insurance claim charge, so please feel free to follow up with them directly within the email thread that you've been communicating, or call them at ************ Mondays to Fridays from 9 AM to 4:30 PM Central. 
  
  Thank you, 
  **** *.
  Outdoorsy BBB Support Specialist 

• Initial Complaint

  Date:10/22/2024

  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.

  One of our renters pulled away from his site with our leveling jack down and damaged it. The renter contacted us to let us know he broke the ***** and also informed us upon return that the length of our RV listed online was incorrect, we immediately addressed this and updated our listing. We agreed to go through Outdoorsy to handle the damage to our *** and filed a claim that evening. Outdoorsy informed us that they do not handle Liability only collision, but they offered to assist us in obtaining a portion of the deposit to pay for the damages. Outdoorsy required us to provide an estimate from a certified RV repair company, the repair ended up being substantially more than we had expected. Outdoorsy approved the estimate without further discussion and deposited the funds into our account. I had reached out to outdoorsy via chat, and I wanted to ensure we handled this appropriately and the renter could not dispute it. I was assured that they could not. A month later we received an email that the renter was disputing the charge. Outdoorsy then contacted us and told us we needed to refund the renter without good cause, we had been fully transparent and no new information had been provided. I reminded them that they assured me that the renter could not dispute this claim, and provided a screenshot of that communication. They then apologized and told us this was over. A week later we received another email that the renter filed a dispute regarding the length of the *** almost 60 days after the booking. I again had to defend myself. Outdoorsy told me that there is no time limit on when a dispute can be made, a renter could file a dispute months after a booking. After providing all documentation they closed this dispute with no further action on our part as we had substantial proof. They refuse to assure me that I will not be contacted further regarding this booking or any other booking. we have removed our account from their website and would like to be left alone now.

  

  Business Response

  Date: 10/28/2024

  Dear *******, 
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We're very sorry you had a less-than-perfect experience with our platform due to a dispute. Upon reviewing your account, I verified that the dispute was closed on 10/21 with no further action on your end, so please rest assured that you won't receive any communication regarding the booking. 
  
  We sincerely apologize for the inconvenience it has caused you. That's certainly not the experience we'd prefer you to have with Outdoorsy. 
  
  Thank you, 
  **** *.
  Outdoorsy BBB Support Specialist

• Initial Complaint

  Date:10/18/2024

  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.

  The company is not paying for damages due to one of their clients.

  

  Business Response

  Date: 10/22/2024

  Dear ********, 
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We're very sorry you had a less-than-perfect experience with our platform due to a damage claim. 
  
  Upon reviewing your account, our investigation determined that neither a collision nor a comprehensive event has attributed to the damages that occurred during the rental. With this claim requirement not being met, we're sorry that we're unable to proceed with your claim. Additionally, interior damage is not covered under the Outdoorsy's Comprehensive and Collision policy, so your interior damage claim was referred to our Resolutions team. This is in accordance with our Terms of Service that were agreed to at the time of booking. I've provided sections of these Terms for your reference.
  
  "Interior damage is not covered under Outdoorsys Comprehensive and Collision policy; guests can purchase the optional Damage Protection for interior damage coverage."
  
  "Covered Damages - Outdoorsy will pay for sudden, direct, and accidental loss to the listed vehicle for damages covered under our Comprehensive and Collision policy. Payments will be issued to the legal owner of the listed vehicle unless otherwise specified by the legal owner.
  
  Our Collision coverage applies when the covered vehicle sustains damages as the result of a collisionan impact with an object or another vehicleor the upset of the vehiclee.g. roll an RV on its side.
  
  Comprehensive (sometimes called other than collision) coverage applies to the following: falling objects, fire, theft or larceny, explosion or earthquake, windstorm, hail, water or flood, malicious mischief or vandalism, contact with bird or animal, or broken glass."
  
  We sincerely regret any frustration this may have caused you. This is most definitely not the intended outcome we'd prefer you to have with Outdoorsy. If you have any further questions or concerns regarding your claim, please don't hesitate to reach back out directly to our Claims Representative and Resolutions Specialist within the email threads that you've been communicating.
  
  Thank you, 
  **** *.
  Outdoorsy BBB Support Specialist 

• Initial Complaint

  Date:10/16/2024

  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.

  We got a camper delivered as we lost everything in hurricane ******. The camper was on our property. When we booked the reservation we had a choice of 3 insurance options since it was stationary we chose the cheapest insurance. We were not notified by the company or the person that delivered it that we could have had stationary insurance which was much cheaper. Our neighbors did the same thing and found out a couple days later from the people who delivered there camper that they were able to change the insurance to stationary so they did. When I called our person the said it could not be changed until we returned the camper. I called outdoorsy a couple house before we returned the camper and they said we needed to change it before the camper. So we are hearing different stories. I told them my neighbors referred us they could look up their reservation but they would not. It does not seem very customer service like if they did it for one person but not the other seems they may be biased. Plus they knew we lost everything due to the hurricane. I was just asking for a refund of the price of the essential coverage to stationary. You would think a big company like that we just send the refund. My family has been through a horrible event plus not even to mention that we had to return the camper early because we had to evacuate for another hurricane ******. I feel like nobody at this company cares and not to refund this little bit of money they are terrible. I would never use them again!!!!

  

  Business Response

  Date: 10/21/2024

  Dear ****, 
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We're sincerely sorry you had a less-than-perfect experience with our service due to our protection package policy. Please allow me to clarify that the option for guests to update a protection package is only available before departure. We apologize for any confusion. Please rest assured that we'll review your contact with our support team so we can coach our agent/s for any misinformation. 
  
  No worries - we're pleased to inform you that we've processed a refund of $99 to your original payment method for the difference in the protection package cost as a courtesy. Please allow 5-10 banking days for the funds to reflect on your statement. Additionally, we've added $50 credits to your Outdoorsy account for a future booking. This is reflected on your dashboard which you can apply to your next booking with us. Should you have any questions or concerns, and if there's anything you'd like us to assist you with, please don't hesitate to reach back out to our 24/7 Customer Support via chat or by calling ************.
  
  Thank you, 
  **** *.
  Outdoorsy BBB Support Specialist 

  Customer Answer

  Date: 10/21/2024

  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:10/07/2024

  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 out my recreational vehicle through Outdoorsy at the beginning of the summer. During that rental their tenant damaged my rv to the point I am forced to spend thousands of dollars on repairs. Im reached out to them numerous times with documentation and photos of the damage. My compliant has fallen on deaf ears. Nobody has cared to reach out, I paid for this service to ensure my property was taken care of and when I wasnt I filed a complaint. Numerous attempts have been made to acknowledge the damage on my part with no effort on their part to resolve this matter

  

  Business Response

  Date: 10/10/2024

  Dear ****, 
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We're very sorry you had a less-than-perfect experience with our platform due to a damage claim. 
  
  Upon review, it appears that your guest had a tire blowout during the rental due to the tire not being rated for your RV and filed a dispute seeking payment for the out-of-pocket expenses they paid for the tire replacement. Since we're unable to come to an amicable resolution due to both parties seeking further compensation, your case was sent to ********** 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. Ive provided sections of these Terms for your reference.
  
  "Should a dispute, claim, or controversy arise between us, you and Outdoorsy agree to notify the other Party of the nature of the dispute or claim prior to initiating arbitration, and the Parties will attempt to negotiate an informal resolution to it first. We will contact you at the email address you have provided to us..."
  
  "If the Parties are unable to resolve the claims described in the notice within 30 days after the notice is sent, then the Parties are in Agreement to Arbitrate. The Party desiring to pursue arbitration agrees to notify the other Party via email of such desire and intent to initiate an arbitration. In order to initiate arbitration, a claim must be filed with either ********** (provided that FairClaims may require that a non-Outdoorsy party wishing to initiate the arbitration process do so via Outdoorsy) or the ******************************** (AAA) as set forth below, pursuant to the FairClaims Rules or AAAs Consumer Arbitration Rules, as appropriate. A form for initiating arbitration proceedings is available on the ********** website or AAAs website"
  
  We want to reassure you that this is the fastest way to reach an amicable resolution. If you have any further questions or concerns, please don't hesitate to reach back out to our Resolution Specialist directly within the email thread that you've been communicating.
  
  We sincerely regret any frustration 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: 10/10/2024

  Complaint: 22383381
  
  I am rejecting this response because:

  My roof was damaged 3 months ago and Ive had to have a patch on it this whole time from YOUR customer. Your customer to whom youve defended even though Ive given multiple pieces of evidence stating the opposite. All you guys wanna talk about it a tire. Which is renter responsibility. Clearly it isnt. The tire WAS NOT out of date and properly rated with documentation from *** ****** before this rental occurred. Youve had this info for months .  This tenant tore my roof membrane on low hanging tree branches and since you dont want to make him pay for it I assume you are taking care of this. This is horribly unfair.  will take this as high as it needs to go to get my investment protected. The customer service I got for this issue has been horrible and to replace this roof is thousands of dollars. . 
  Your renter did it and youve not made him accountable, you just want to attack me.  Your unfair claims proceed doesn't even look at documentation provided.

  Do I mention Ive never heard from anyone able to make a decision at Outdoorsy?  Total joke 

  Next phone call is my lawyer.  Make it right 

   

   

  
  Regards,
  
  **** ****

  

  Business Response

  Date: 10/17/2024

  Dear ****, 
  
  We understand your frustration, and we're sincerely sorry you're dissatisfied with our dispute resolution process. We'd like to reassure you that we take all disputes seriously; therefore, a thorough investigation of all evidence provided by both parties was conducted to reach an amicable resolution. Once again, since both you and your guest are seeking further compensation for what transpired during the reservation, your case was referred to FairClaims on 8/21 for legal arbitration, per our Terms of Service. I've provided a section of these Terms for your reference.
  
  "If the Parties are unable to resolve the claims described in the notice within 30 days after the notice is sent, then the Parties are in Agreement to Arbitrate. The Party desiring to pursue arbitration agrees to notify the other Party via email of such desire and intent to initiate an arbitration. In order to initiate arbitration, a claim must be filed with either ********** (provided that FairClaims may require that a non-Outdoorsy party wishing to initiate the arbitration process do so via Outdoorsy) or the ******************************** (AAA) as set forth below, pursuant to the FairClaims Rules or AAAs Consumer Arbitration Rules, as appropriate. A form for initiating arbitration proceedings is available on the FairClaims website or AAAs website"
  
  To follow up on the status of your dispute, and for any questions or concerns, please contact FairClaims directly at *********************************.
  
  Thank you, 
  **** *.
  Outdoorsy BBB Support Specialist 

  Customer Answer

  Date: 10/18/2024

  Complaint: 22383381
  
  I am rejecting this response because:

  This complaint is against Outdoorsey. Im not contacting fair claims, this is Outdoorsey not taking care of its customer. I sent you before and after photos of this roof. I said to the ********** specialist all of this info. Your customer damaged my unit and needs repaired. Its open and shut? They pay a deposit. 
  You are refusing to help me when youve have all the documentation. This had nothing to do with fair claims. Fair claims was about a tire. A tire I still had to come out of pocket for which shouldnt have been the case but regardless I did. You are forgetting about damage that is still like this to this day. This needs repaired and not one person is wants to reach out and help. Thats horrible business. Your tenant damaged it and if you arent holding him responsible than I assume you are taking care of it. 
  

  
  Regards,
  
  **** ****

  

  Business Response

  Date: 10/25/2024

  Dear ****, 
  
  We're sorry you're dissatisfied with our dispute resolution process. Again, since both parties are seeking further compensation for what transpired during the reservation, your case was referred to FairClaims for legal arbitration, per our Terms of Service that were agreed to at the time of booking. Additionally, upon further review, no claim was filed regarding the roof damage with our Claims team within 48 hours after return. Please be advised that a claim must be submitted within 48 hours of the end of the booking in order for coverage to apply. I've provided sections of these Terms for your reference. 
  
  "A Host or Guest must file a notice of claim to report any losses to Outdoorsy within 48 hours of the end of the Booking period or return of the Vehicle (whichever occurs first). After coverage determinations on the Guests or Hosts primary insurance are completed, Outdoorsy may deny application of its excess offering coverages if Outdoorsy does not have a notice claim on file from either the Guest or Host that was filed within the 48 hour period. "
  
  "If you did not decline a protection plan made available via the Services, and you believe that a Guest has caused any damage to your vehicle, you are required, as soon as you become aware of it (and in any event, no more than 48 hours after the scheduled end of the rental period or before the start of the next rental period, whichever is shorter) to report that damage to Outdoorsy by filing a notice claim in order to potentially recover any amounts not covered by your claim the Guest and the Guests personal insurance (which is primary). Note that the 48 hour post-trip photograph requirement must still be met at the time of seeking any coverage. You must provide reasonable cooperation in the investigation of the damage so that it can be eligible for any Outdoorsy excess coverage. "
  
  Once again, should you have any questions or concerns about your dispute, please feel free to contact ********** directly at *********************************.
  
  Thank you, 
  **** *.
  Outdoorsy BBB Support Specialist 

  Customer Answer

  Date: 11/04/2024

  Complaint: 22383381
  
  I am rejecting this response because:
  You keep saying fair claims. Yes they knew about it but I ALWAYS do the check in procedure after a rental with photos. This was reported to Outdoorsy and the customer the morning after it was dropped off. I have it in text message just like the customer has it in text message. 
  The blatant disregard of my case is insane. Ive done everything required and Im getting 0 customer service support. I will not stop pursuing this until this is taken care of period. Im attaching the text message between me and the renter on the date with him knowing about it. The rest is on your website like I do after every rental return 
  Regards,
  
  **** ****