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.

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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:10/04/2024
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.
Charge was not authorized and should have never happened and need refund immediately not in 7-10 days. It was removed immediately, it should be replaced immediately
Business Response
Date: 10/09/2024
Dear Bonny,

Thank you for reaching Outdoorsy Customer Support via ********************. We're sorry you had a less-than-perfect experience with our platform due to the turnaround time for your refund on your canceled booking. Please allow me to clarify that refunds are immediately processed on our end as soon as the booking is canceled; however, the turnaround time for the funds to arrive in your account depends on your financial institution. Generally, we advise guests to allow 5-10 banking days; however, in most cases, refunds may arrive sooner.

Upon reviewing your account information, it appears that you confirmed your booking on 10/3 and mutually canceled it with your host on 10/4. We'd like to reassure you that a full refund was processed to your original payment method immediately upon cancellation. I see that our Customer Experience Specialist reached out to you to address your concerns, so if you have any further questions or need assistance, please don't hesitate to reach back out to him directly within the email thread that you've been communicating.

Thank you,
**** *.
Outdoorsy BBB Support Specialist
Customer Answer
Date: 10/18/2024
Complaint: 22381649

I am rejecting this response because:

Regards,

***** *****
Initial Complaint
Date:10/02/2024
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.
Hi there - I rented an ** from ************************** and when I returned the rental **, I did a walk around with the ** owner who at the time clearly stated that everything with the ** looked like it was in great shape. Months after returning the **, the owner is filing claims about damage to the ** and the Outdoorsy is facilitating these false claims. There are no time stamps associated with the photos and the photos have likely been taken long after I returned the ** and the owner claims that I'm responsible. I cannot get anyone on the phone from Outdoorsy to explain the situationthe only role they're playing is helping the ** owner file false claims, which result in my credit card being charged $5,000.
Business Response
Date: 10/08/2024
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 investigation, the host provided an extensive set of pre-trip photos showing the condition of their RV, and it was determined that the losses claimed by the host happened during your possession. Our Claims team contacted you multiple times - on 5/29, 5/31, 6/2, 6/3, 6/5, and 6/10 about your version of events; however, it appears that you failed to provide the information requested in our emails during our claims process, so we proceeded with the claim based on the evidence provided by the host and the absence of contrary evidence from your side.

Despite multiple opportunities and requests from us, we did not receive your cooperation until 8/29. Our Terms of Service outline the process for handling disputes, including the need for both parties to present their case with supporting evidence. After thoroughly reviewing the case and the evidence provided by both parties, we made our decision in accordance with our policies and procedures. We want to reassure you that our primary goal is to be fair and impartial to all parties involved.

In order to protect all of our customers in the case of a dispute, we provide a free outside resolution platform, **********, to make a fair, unbiased, and legally binding decision. Both parties have the opportunity to submit their side of the story and any documentation to be reviewed by trained legal counsel. 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"

Upon review, it appears that the host has already signed up with ********** on 10/4. 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 claims *** 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. Additionally, you can also contact ********** directly at *********************************.

Thank you,
**** *.
Outdoorsy BBB Support Specialist
Initial Complaint
Date:09/20/2024
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 rented an ** the weekend of August 9-11, 2024. All went well until we dropped it off and the owner noticed the access door for the sewage hoses was bent. First of all we have no idea how that could have happened. We were not with him when he noticed this but we took his word for it and agreed to the claim to replace the door. We did our own research having all the specs of the ** and figured the whole cost would be a few hundred dollars at the most. No one got in touch with us regarding the claim until September 18th when they just took the whole deductible of $1500 out of our ****** account. No email to let us know it was done. No email about the amount. And NO breakdown of the repair charges. There is absolutely NO WAY the charges were this much to replace a small access door. We have been unable to stop payment since Outdoorsy set up our ****** as an automatic payment. This was not authorized by us. We have sent numerous emails to Outdoorsy and they have not emailed us a copy of the breakdown or helped in any way. We feel this company is engaged in insurance fraud and we will be going to small claims court to get our money back. Seriously in disbelief how awful this company is. They need to be shut down. We would upload documentation but like I said we can't get them to send it. Why? Because it's fraudulent.
Business Response
Date: 09/28/2024
Dear Greg & Christy,

Thank you for reaching Outdoorsy Customer Support via BBB. We're very sorry you had a less-than-perfect experience with our platform due to a deductible charge. Upon review, it appears that the $1,500 deductible was an error due to a second cargo door being mistakenly added to the estimate. Please allow me to clarify that the total estimate is only $1,034.88, so a refund of $465.12 was processed to your PayPal account on 9/23. We sincerely apologize for the error. It appears that our Claims team has provided you with the invoice and breakdown of the repair charges, so if you have any further questions or concerns, please don't hesitate to reach back out to them directly within the email thread that you've been communicating.

Thank you,
Dale R.
Outdoorsy BBB Support Specialist
Initial Complaint
Date:09/20/2024
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 my ** through , Outdoorsy. The renter paid for extra insurance coverage. The renter caused a significant amount of damage and abandoned my **. He breached the contract by taking it to a festival. I immediately informed Outdoorsy. A demand letter was sent to return the ** immediately. The renter refused. Outdoorsy is denying my claim because he went to the festival and the policy does not cover damage that occurred there. However, he had taken it for about a week and a half to other places that did not breach the contract. Therefore, there is no proof that the damage occurred at the festival and the type of damage caused was not anything that would only have occurred at the festival. I requested information on how they arrived at their decision that the damage could have only occurred at the festival. I have not received a response. The festival ran for 9 days. The renter had it for 19 days.
Business Response
Date: 09/28/2024
Dear Lorraine,

Thank you for reaching Outdoorsy Customer Support via BBB. We're sincerely sorry you had a less-than-perfect experience with our platform due to a damage claim. Upon review, our investigation determined that your RV appears to have attended the Burning Man festival based on the evidence presented, so your claim was denied coverage, per our Terms of Service.

Since we're unable to come to an amicable resolution to your claim, your case was sent to FairClaims for legal arbitration. Both parties have the opportunity to submit their side of the story and any documentation to be reviewed by trained legal counsel. 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.

"Under no circumstance shall (and the occurrence of such shall constitute a material breach of these Terms):
- the Vehicle be taken to a festival that is unauthorized by Outdoorsy, which includes, but is not limited to, “Burning Man” hosted by the Burning Man Project in the vicinity of Black Rock Desert, Nevada..."

"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 FairClaims (provided that FairClaims may require that a non-Outdoorsy party wishing to initiate the arbitration process do so via Outdoorsy) or the American Arbitration Association (“AAA”) as set forth below, pursuant to the FairClaims Rules or AAA’s Consumer Arbitration Rules, as appropriate. A form for initiating arbitration proceedings is available on the FairClaims website or AAA’s website…"

We want to reassure you that this is the fastest way to reach an amicable resolution. If you have any questions or concerns, please don't hesitate to reach back out to our claims rep 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,
Dale R.
Outdoorsy BBB Support Specialist
Initial Complaint
Date:09/17/2024
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.
June 2024 we rented a camper from outdoorsy. And we had the generator stolen which wasn't tied down or locked down. The owner didn't lock it down. Outdoorsy started taking money out of our checking and once they found out they could they kept taking money. Every so often I'll look on my checking and they'll take more this last one was ***** which left us with only 300 this needs to stop .they keep taking money without our permission.
Business Response
Date: 09/25/2024
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 investigation, it appears that your vehicle protection package coverage was voided due to off-roading and a non-verified driver, so you are liable for the whole damage cost of the claim, which includes damages to the undercarriage and **** of your rented RV. 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.

"Vehicles used in the sport or activity of driving through rough terrain are considered to be used in off-roading activity and will not be eligible for excess coverage..."

"All Vehicles may only be used on those maintained public roadways with sufficient width and clearance and in appropriate condition to allow the Vehicle to be operated safely and without damage. Under no circumstances may the Vehicle be operated in rugged terrain or used in the sport of off-roading. Guest is responsible for ensuring that the roadway is in suitable condition regardless of map, GPS or other indications such that the Vehicle will not be damaged by traversing the roadway. If the Host provides a driver for the Vehicle, the Guest remains responsible for all damage to the Vehicle, missing equipment, down time, and the Hosts administrative expenses connected with damage regardless of whether or not the Guest or the Host-provided driver is at fault. Any violation of these terms will result in loss of excess insurance or other protection coverage(s)..."

"Under no circumstance shall (and the occurrence of such shall constitute a material breach of these Terms):
- use of the Vehicle (i) by anyone who is not a Verified Driver..."

Moreover, our Resolution Specialist emailed you on 8/13 regarding the additional charge for the stolen generator; however, it appears that you've been unresponsive, so a charge for generator replacement was processed on your original payment method on 8/15. Should you have any questions or concerns about the damage claim and generator replacement, please don't hesitate to reach back out directly to our Claims Representative and Resolution Specialist within the email threads that you've been communicating.

Thank you,
**** *.
Outdoorsy BBB Support Specialist
Customer Answer
Date: 09/25/2024
Complaint: 22293534

I am rejecting this response because: I Wasn't offloading stayed on the main road. And just cause I made a mistake and said he was driving he wasn't I was .you had no right denieing my coverage for the camper because you claim something which is false we didn't take it off roading

Regards,

***** Guess
Business Response
Date: 10/07/2024
Dear *****,

We understand your frustration, and we're sincerely sorry that we're unable to provide coverage to the damage claim - also due to a non-verified driver, per our Terms of Service. I've provided sections of these Terms for your reference.

"Only Verified Drivers are eligible for the benefits offered under any protection packages, bundles, or excess coverages offered by Outdoorsy... "

"Under no circumstance shall (and the occurrence of such shall constitute a material breach of these Terms):
- use of the Vehicle (i) by anyone who is not a Verified Driver..."

If you have any questions or concerns about the claim, please don't hesitate to contact our claims *** directly within your email thread.

Thank you,
**** *.
Outdoorsy BBB Support Specialist
Customer Answer
Date: 10/07/2024
Complaint: 22293534

I am rejecting this response because:

Regards,

***** Guess
Initial Complaint
Date:09/13/2024
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.
An Outdoorsy customer (Booking ID ******** rented and picket up my ** on July 8th 2024. The customer had an accident with my ** on July 9th in which he texted me pictures of the damage. He returned the ** on July 14th 2024. I filed a claim with Outdoorsy for the damage on July 15th, 2024. I received an email from Outdoorsy stating (The protection package purchased for the rental reservation period is an excess policy. This means a claim must be filed with the renters primary auto insurance carrier first to see if coverage is available through their personal auto policy. If their carrier denies their claim, the Outdoorsy protection plan purchased by the renter would then be updated as the primary coverage for this claim). I Sent an estimate for damages to the customers insurance carrier (Safeco) in the amount of $9112.59 from Camping World and received a partial denial email from Safeco on August 20th 2024, indicating they were only going to reimburse $739.33 for the damages. I notified Outdoorsy Claims on August 20th 2024 to activate supplemental coverage. I Received a denial email from Outdoorsy claims on August 28th 2024 stating (I understand that the renters coverage has agreed to handle certain damage and deny other parts of it. Any damage they have denied, will need to be discussed with them as we are excess to the renters carrier and would only move forward if the carrier denied the claim all together. There are no written statements that I can find stating that Outdoorsy policy only activates when theres a complete denial from the renters personal policy. Ive also tried to obtain the $700.00 damage deposit from the rental to no avail. I understand that this is complicated between insurance carriers however, Outdoorsy has not in good faith protected the investments of its hosts on the platform as lead to believe. $739 of 9k and Im unable to collect the damage deposit as well. Where is the fairness to Outdoorsy hosts whos making them money?
Business Response
Date: 09/18/2024
Dear *****,

Thank you for reaching Outdoorsy Customer Support via ********************. We're very sorry you're dissatisfied with our claim process. We strive incredibly hard to provide a smooth and easy claims experience, and we're sorry we didn't meet your expectations this time.

Upon reviewing your account, it appears that your guest's auto insurance carrier has settled the claim, which is why the claim is closed on our end. Please allow me to clarify that our Vehicle Protection Package coverage is excess coverage, per our Terms of Service. This means we only provide coverage when there's no coverage available from the guest's carrier. I've provided a section of these Terms for your reference.

"The optional protection plans (which we sometimes also refer to as bundles) offered by Outdoorsy for Vehicle Bookings are excess offerings, which means that the personal insurance of the Guest is the primary insurance for coverage. With an excess offering, the Guests primary insurer is first responsible for defending and indemnifying the insured in the event of a claim. Outdoorsys excess offerings provide coverage above a Guests underlying limit of primary insurance. The personal insurance of the person driving or otherwise operating the Vehicle (to include towing or stationary use) is the primary insurance for the rented Vehicle..."

We're so sorry that the guest's carrier denied other parts of the damage claim. Please be advised that any damage they have denied will need to be discussed with them, so please don't hesitate to reach back out to them directly for any questions or concerns. Once again, as we're excess to the guest's carrier, we would only move forward with the claim if the carrier denied the claim all together.

Regarding the security deposit, please be advised that when a claim is opened with the guest's carrier, the security deposit is released. Please allow me to clarify that a security deposit is intended for ancillary charges such as cleaning fees, dump fees, and similar incidentals, not for damage claims.

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. Should you need any clarification regarding our claims process and the current status of your situation, please feel free to contact our claims representative within the email thread that you've been communicating.

Thank you,
************
Outdoorsy BBB Support Specialist
Customer Answer
Date: 09/18/2024
Complaint: 22276457

I am rejecting this response because:
This is an unacceptable purely for profit insurance policy Outdoorsy customers purchase while renting an RV through their platform and for the hosts. The response provided is equivalent to someone renting a car and purchases the additional insurance for protection but instead must use their personal insurance for any damage. What Outdoorsy is saying is if **************' insurance only paid $1 out of $9000 then Outdoorsy would be off the hook for any responsibility. This is outrageous and needs to be addressed by Congress. There should be an adjuster assigned by Outdoorsy and an investigation working with the other insurance company on behalf of the hosts when something like this occures. An excess policy is exactly that, covers losses in the event any damage isn't covered by other means. I will be moving forward and working with my Congress representative and the news media for assistance and exposure on the this type of fraud to the consumer.

Regards,

***********************
Initial Complaint
Date:09/12/2024
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.
We rented a ** through ************************** from June 13th to June 25th in the summer of 2024, and before the trip, we've purchased their top-tier most expensive comprehensive insurance policy for the ** rental. The insurance policy called "Peace of Mind" includes trip interruption and accident protection.Near the end of the trip, our ** refused to start. We called the Outdoorsy customer services. They suggested we find a ** replacement but we must wait until Monday so we incurred exorbitant amount of expenses while we waited. We assumed our insurance will cover additional costs of this incident, because we had the best insurance policy on their website. However when we got back, they said since it was not a collision with another vehicle, they won't cover the costs on my behalf. We felt that the insurance was misleading because if we knew they refused to cover the costs, we would have done things differently (left sooner, less hotel costs, etc.) to reduce the costs. Furthermore, ************************** refused to refund the remaining 3 days of the ** rental, pushing us to go to the ** owner for refund, which we felt isn't appropriate, the owner should not be responsible for the costs because the owner was helping us navigate this issue. We want our insurance through ************************** to cover our costs, that's all. The ************************** customer service kept passing us around and delaying the process and refusing to make an exception in our situation. We have argued that we tried to drive responsibly to minimize the damages and avoided hitting other vehicles, and now we felt we were being penalized for our responsible actions since a collision incident would have more coverage. Please, Outdoorsy, just cover our outstanding costs to get back home. We've paid extra for the insurance policy and we've not received any monetary help in return. Instead, we felt they pushed us to harass the ** owner. We're stuck with an insurmountable amount of bills with ************************** unwilling to cover any.
Business Response
Date: 09/18/2024
Dear ******,

Thank you for reaching Outdoorsy Customer Support via ********************. We're sorry for any confusion about our insurance policy coverage. Please allow me to clarify that the Outdoorsy Vehicle Protection Package does not cover trip interruption, per our Terms of Service. I've provided sections of these Terms for your reference.

"Protection plans and excess coverage protection on the Services do not apply to:
- Costs related to loss of use, lost revenue, business interruption, loss of personal use, or transportation (or towing) are not covered by Outdoorsy..."

"Outdoorsy is not responsible for the loss of vacation, personal or business time, or any incidental expenses (to include hotel, airline or other transportation, or food expenses) incurred by a Guest as a result of Vehicle breakdown or any problem(s) with the Vehicle or the Stay accommodations, or other reason that a Vehicle or Stay is or becomes unavailable."

We do offer Trip Protection, which can be purchased as an add-on before the start of the trip. Guests can add Trip Protection as a supplement to the reservation which adds protection for unexpected circumstances that may arise and can cover up to $50,000 in approved travel expenses for travelers. However, upon reviewing your account, it appears that no Trip Protection was added to your booking. For more information about our vehicle protection package and coverage, and Trip Protection, you may visit the following pages.
****************************************************************************************************************************************
*****************************************************************************************************************************
Thank you,
**** *.
Outdoorsy BBB Support Specialist
Customer Answer
Date: 09/20/2024
Complaint: 22272422
I am rejecting this response because:
When I rented the ** through your website, I selected the most highest tier of insurance coverage called "Peace of Mind". We did not see any space or area where we can select additional higher protection plans.
I feel the infographic (attached) when we were considering various insurance plans for the ** rental is deliberately misleading because if we are more aware of the limitations we would have not moved forward with the rental. At that time when we purchased this plan, "Peace of Mind", the listing said accident protection.
We assumed this situation is considered an accident protection - however, little we knew that according to you (Outdoorsy), an accident involves ANOTHER vehicle. We are surprised that a more severe situation warrants more coverage than our situation when we did our best to be responsible with our driving and minimize the risks/damages. Even as of now, we do not know what has happened to the ** after that incident. We are kept in the dark.If we knew that your "legalism" law speak meant accident = collision with another vehicle, we would have responded to this situation drastically different than we did. We were rather proud of ourselves that we avoided a disaster but now we are in a money hole trying to get out of this situation due to pedantic language of Outdoorsy. What happened to humanity? How about compassion? We are not asking for emotional damage, asking for a free trip, etc. - we simply are asking to be reimbursed for the costs of getting back home, which is quite reasonable and not irrational. The costs are not even insurmountable to the company and it is a rather small amount of money, even though the costs are great for us. We are not lawyers. It is not appropriate to treat your customers as if we must be smart as lawyers to navigate and use your services. We have paid for the rental faithfully.
We asked the company Outdoorsy after their deflection saying our situation is "not an accident", to consider us as an exception to their normal coverage if we do not fit any of their criteria because it seems that Outdoorsy is avoiding us without even listening or attempting to waive some of our costs. They tried to put our expenses on the ** owner, which is troublesome, considering we have purchased the insurance plan THROUGH Outdoorsy, not through the ** owner.
Furthermore, we have accumulated additional costs due to the Outdoorsy customer services' delay.
Overall, it seems that Outdoorsy did not care to hear our circumstances or even tried to mitigate our costs/losses.
If we are aware of the cold lawyer-like handling of this situation, we would have NEVER rented or used their services in the first place. Our bliss was taken advantage in this situation.

Regards,

****** *********
Initial Complaint
Date:08/29/2024
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.
Outdoorsy handled a damage claim of ours with negligence, and two conflicts of interest. STORY: We had a renter do just shy of $5k in damages to our RV. Outdoorsy claimed they couldn't find the renter's insurance, so they "took over" for the claim (conflict of interest). They approved our Indoor claim (around $1000), but not the Exterior (around $4000)amidst a mountain of evidence and 5 months of very slow, odd conversation where they often ignored our questions. They also refunded the deposit of the renter, and then didn't give us a single *****. So that "approved" interior claim was never actually real. We found out later that Outdoorsy had sponsored the renter who did all that damage. That makes two conflicts of interest. They then passed us off to **********, and we won on the entirety of the claim. Meanwhile, Outdoorsy was not held responsible for any of their part in the negligence and clear conflict of interest they created. An absolutely horrible company and experience. We want a refund for what we paid Outdoorsy, and for the trip protection we never even came close to receiving.
Business Response
Date: 09/06/2024
Dear ********,

Thank you for reaching Outdoorsy Customer Support via ********************. We're sorry you had a less-than-perfect experience with our platform due to a damage claim. Upon review, it appears that your guest disputed both the exterior and interior damages. Additionally, after conducting a thorough investigation and carefully reviewing the information provided, it appears that the pre-trip photos you submitted showed no sufficient evidence to support that the awning was damaged during the rental.

With the photo requirement not being met, along with the guest's dispute, we're very sorry that we're unable to provide coverage for your claim. Moreover, please allow me to clarify that the booking was paid in full by the guest, so we'd like to reassure you that it was not sponsored by Outdoorsy, and there was no conflict of interest.

Since we're unable to come to an amicable resolution to your claim, your case was sent to FairClaims for legal arbitration. This is in accordance with our Terms of Service that were agreed to at the time of booking. Ive provided a section 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're glad to hear that your claim was resolved with FairClaims; however, we apologize that we're unable to process any refunds our end, as our service fees are non-refundable, per our Terms and Conditions.

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: 09/09/2024
Complaint: 22214474

I am rejecting this response because:
Outdoorsy neglected a mountain of evidence showing that there was no damage to the awning beforehand, including but not limited to:
(1) a *signed agreement* by the renter of a very thorough checklist which specifically points out information about the awning
(2) our check-in/out from the previous renter which showed no damage to the awning upon their return
(3) a bunch of photos and videos that the renter took while using our ** which also showed no damage yet made to that awning
(4) photos and video which were taken before the rental, but weren't taken "the day of."
(5) the damage done to the ** upon its return
In our opinion, they rejected this information because they "failed to locate" the renter's insurance and then took over as the insurer, and then, of course, made every effort to reject anything which would cause them to actually pay for the damages caused by the person they sponsored for the trip with our **. Hiding, as you see from **** R, behind a wall of technicalities. "It isn't a pre-trip image, so we have a nifty little loophole out of here." We have video evidence, recorded by the renter and put up publicly by her on social media, that has her saying she was sponsored by them. So either she's lying and doing a whole big review for them for absolutely no realistic reason, or perhaps Outdoorsy is doing exactly what I am claiming they are doing. This review for them is still live on the renter's social media accounts, and I am very happy to provide such information privately (which was already submitted to Outdoorsy, and then they conveniently didn't respond to us for more than 45 days).
If you weren't familiar with your website, **** R, then I suggest you read these pages:
***************************************************************************************************************
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It's worth noting that we are also signed up with Roamly, Outdoorsy's "preferred insurance partner." That didn't help either.
If all disputes are automatically sent to FairClaims, then there shouldn't be any fees associated with the Host Protection Policy that we pay Outdoorsy. Seeing as those are lumped in with other fees, and not itemized/transparent, I am again requesting remuneration for what we wasted on Outdoory's fees. This doesn't even come close to covering the loss of our time and energy (months-worth of a wild goose ******* so we feel this is beyond fair of us to request.
Trying to work with them has been a very painful, slow, and incredibly frustrating experiencenot just for this issue. This has got to be one of the most negligent and disorganized companies I've had the displeasure to do business with, and it would probably be better for everyone if they were no longer functioning.

Regards,
******** ********
Business Response
Date: 09/14/2024
Dear ********,

We understand your frustration, and we're very sorry you're dissatisfied with our claims process. That's certainly not the experience that we want for you. We want to reassure you that we take all damage claims seriously; therefore, a thorough investigation of all evidence provided by both parties was conducted to reach an amicable resolution.

We value all of our members and wouldn't have a product to provide to guests if it weren't for our valued hosts. Once again, we're sorry that our service fees are non-refundable and that we were unable to come to an amicable resolution to your claim due to the guest's dispute and the photo requirement not being met, so your case was referred to FairClaims to make a fair, unbiased, and legally binding decision, per our Terms of Service. Again, Ive provided a section 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"

Thank you,
**** *.
Outdoorsy BBB Support Specialist
Customer Answer
Date: 09/23/2024
Complaint: 22214474

I am rejecting this response because it is basically the same as before and not satisfactory.

Regards,
******** ********
Initial Complaint
Date:08/27/2024
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 a van from Outdoorsy and have been getting passed to a new "customer support" person every time i contact them. They basically rented a van to me that was not safe, or legal for that matter to drive on the road. on top of that there were multiple amenities supposed to be included, but found out after 1 night of keeping the van they were broken. this included Hot water to the van, and a deployable awning. The safety/legal issue was the fact that BOTH front tires were worn to the point there was NO tread left, and there was a giant crack in the windshield directly in the drivers view.I have been fighting for a full refund. So far they have issued me a refund of $1,861.31 and are stating that they now have to put this through their "refund process" which could take up to 8 weeks. I find this unacceptable for the business to rent improperly equipped vehicles and allow their hosts to put Outdoorsy customers lives in danger. I would like your help to firstly get a full refund as i returned the van the next day. Secondly, i honestly dont think this company should be allowed to do business. this is the second time using the company and the 2nd horrific experience. i will definitely not be using them ever again.
Business Response
Date: 08/31/2024
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 the condition of your rented RV. That's certainly not the experience we prefer our guests to have. Our guests' safety and comfort are our top priority, so please rest assured that we've shared your feedback with our Marketplace Quality team so we can review the host's listing and ensure that we're always providing the best product possible.

We would 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. While we strive to resolve disputes within 7-14 days, in some cases it may take longer. Upon reviewing your account, it appears that a refund of $1,369.22 from the host's payout and $492.09 from Outdoorsy for the unused protection package, a total of $1,861.31 refund was issued to your original payment method on 8/4. However, it appears that you filed a chargeback for the full reservation amount with your credit card company, so we're unable to proceed with our internal dispute process as our payment processor won't allow us to issue refunds on disputed charges.

If you'd like to proceed with our internal dispute process, we would need you to withdraw the chargeback and provide us with a Letter of Withdrawal from your financial institution. Please don't hesitate to reach back out to our Resolutions Specialist directly within the email thread that you've been communicating for any questions or concerns.

Thank you,
************
Outdoorsy BBB Support Specialist
Customer Answer
Date: 09/10/2024
Complaint: 22201722

I am rejecting this response because:
this company needs to be investing or their shady business practices. This is not the first time I have been hung to dry by this company.
I had previously rented a van which ended up in a collision. I was stranded overnight in the middle of nowhere because outdoorsy customer support wouldnt help me. The only way I managed to get myself and my family out of the situation (which was us being stuck on the side of the road) was to arrange my own tow truck costing me $1000.
Again. This company needs to be investigated. They offer no support, do not follow through with any of their protections for the renter and will refuse to refund money the renter is rightfully owed.
as you see above. They never issued a refund due to this dispute process I firmly believe their dispute process is lengthened in order to make sure any charges on a renters credit card pass the 30 day mark so the renter cannot dispute. Thank God my bank protects its customer better than **********************

Regards,

*****************************
Initial Complaint
Date:08/23/2024
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 my camper through an app called OUTDOORSY, I recently filed a complaint and submitted all pre- trip photos and post trip photos using their app, as well as signed legal documents from renter acknowledging pictures and would be held responsible for any new damages. The claims agent ******* did not return my call or messages for 3-4 weeks after leaving several voicemails and calls, then says he needs a time stamp on pre photos for claim. I had told him I submitted all photos that were asked via app and he said he needed a time stamp I said I used the app which should have a turn stamp when submitted. I also provided all legal documentation that was signed from renter acknowledging the photos taken and no prior damage beside what we had listed and would be responsible for anything new. My claim was denied because I couldnt provide a time stamp for photos even though I used the outdoorsy app. I asked for a manager to call me and he never had anyone call. Outdoorsy claims your property will be covered but does not hold up to it, they only want to make money off of you. Calling the claims center youll either get a voicemail or if someone does answer they say someone will be in contact be no one ever calls and if you ask to speak to a supervisor to manager their never available. This app is a COMPLETE FRAUD and needs to be INVESTIGATED.
Business Response
Date: 08/31/2024
Dear *****,

Thank you for reaching Outdoorsy Customer Support via ********************. We are very sorry you had a less-than-perfect experience with our service due to a damage claim. Our goal is to provide a smooth and easy claims experience, and we apologize that we didn't meet your expectations this time. Upon investigation, it appears that your guest is disputing the damage and the pre-trip photos you submitted cannot be verified as having been taken within 48 hours of departure. With the photo requirement not being met, along with the guest's dispute, we're sorry that we're unable to proceed with your claim on our end.

In order to protect all of our customers in the case of a dispute, we provide a free outside resolution platform, FairClaims, to make a fair, unbiased, and legally binding decision. Both parties have the opportunity to submit their side of the story and any documentation to be reviewed by trained legal counsel. Ive provided a section 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 FairClaims (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"

Upon review, it appears that both you and your guest have already signed up with FairClaims. 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 contact FairClaims directly at *******************.

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: 09/04/2024
Complaint: 22185065

I am rejecting this response because: I have submitted all pre trip photos and post trip photos using the outdoorsy app which when you use does NOT save photos to your phone because they are saved to app with time stamp. If Outdoorsy wanted a time stamp they should be able to retrieve that through their app not host problem when everything was submitted they way it was supposed to. Outdoorsy will get out of paying you any want then can!

Regards,

***********************

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