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

  6200 Stoneridge Mall Rd Ste 300 Pleasanton, CA 94588

• 

  Outdoorsy

  618 Sanchez Street San Francisco, CA 94114

• 

  Outdoorsy

  1475 Folsom Street, Suite 300 San Francisco, CA 94103

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

• Initial Complaint

  Date:08/21/2024

  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.

  This business is fraudulent - stay away! I have been repeatedly charged on multiple occasions by this company without any warning or explanation. It started well - I rented a camper in June and they held a $500 security deposit on top of the rental costs. We returned the camper without any issues. They released the security deposit. Then, a month later in July, they reauthorized the $500 charge without any explanation or warning, even though my rental had long been over. Then a month after that, Outdoorsy charged my account AGAIN for $341 in August, without any warning or explanation. In my ******* Outdoorsy had enlisted themselves as AutoPay for a ONE-TIME rental! My rental had then been over for two months - they are total frauds. DO NOT WORK WITH OUTDOORSY, as a renter OR host!!!

  

  Business Response

  Date: 08/29/2024

  Dear *****, 
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We are very sorry for any confusion with the charge against your security deposit. Upon reviewing your account, it appears that your host held your security deposit due to damage to the microwave. Please allow me to clarify that the hold period took a while as they were waiting for a replacement microwave from a dealer and the estimated cost which includes shipping and installation. 
  
  We'd like to reassure you that we have a dispute resolution process if you disagree with the amount claimed by the host. Our Customer Experience Specialist has reached out to you to assist you with filing a dispute, so please don't hesitate to respond to her directly within the email thread that you've been communicating to verify your registered email address. Once we have your Outdoorsy account verified, we'll go ahead and send your case to our Resolutions team to start the dispute process. 
  
  We look forward to hearing from you soon. 
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist 

• Initial Complaint

  Date:08/16/2024

  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.

  Start Date 07/10/204 deposit applied & delivery on 07/12/204.Met for **************** informed of several major damages unit as the screen door damaged/missing. Awning torn cannot open. Visible large damage to outside of trailer owner states he performed. ****** found excessive pet hair after owner had left & accepted delivery. Front bedroom air condition stopped working on day 2 thru day 4 when campground Pastor/Licensed Electrician fixed late in the evening on the 4th day for free. All meds that were to be refrigerated were ruined as fridge stopped working on day 1 to day 4. Discovered day 4. All refrigerated food was ruined due to lack of refrigeration. Owners blamed renter for not having enough ice to save groceries. Owner attached a device to battery to keep it working unknown to renter until campground electrician pointed it out. Owners did not block the wheels on the trailer to prevent it from moving/rolling. Parked the trailer pointing downwards on a steep hill and did not apply the levelers/equalizers/stabilizing "legs" to keep trailer from moving/rocking/swaying & blamed renter for not knowing that needed to be done. Trailer shifted/rocked/shook the entire 10 day stay. Owners came 3 times when called about the trailer but insisted there was nothing wrong but brought a portable refrigerator for renter to have "just in case" it was needed to store meds. Owners repeatedly spoke with renter in a demeaning and insulting manner causing the renter to feel as if she was responsible & not intelligent enough to know how to maintain the trailer. Renter had to trash of all purchased food as it was not safe to eat. Had to purchase 4 meals tickets at cost of $340.00 for cafeteria on rural campgrounds. Owners will not reimburse. Owner ridiculed renter ******************** index was over 100 & above over daily during this rental. Planned trip 1+ year ago. Cried outside & neighbors helped. Informed RE: ******************************* names. Real bad reference for ********************************

  

  Business Response

  Date: 08/24/2024

  Dear *****, 
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We are very sorry you had a less-than-perfect experience with our platform due to the multiple issues you encountered with your rented RV. That's certainly not the experience we prefer our guests to have. We would 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.
  
  After conducting a thorough investigation and carefully reviewing the information provided by both parties, we determined that there is insufficient ground for a full refund for your trip; however, we believe that you should be compensated for the negative experience you had with your rental. Upon review, it appears that our Resolution Specialist offered you a $319.50 refund, in addition to the host's refund of $170 for the food reimbursement, and we're sorry that you're dissatisfied with the solution provided. Since we're unable to come to an amicable resolution to your dispute, it appears that you agreed to settle your dispute through arbitration with FairClaims. Both parties have the opportunity to submit their side of the story and any documentation to be reviewed by trained legal counsel who can make a binding decision. 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 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"
  
  We want to reassure you that this is the fastest way to reach an amicable resolution. If you have any further questions or concerns,  don't hesitate to reach back out to our Resolutions Specialist directly within the email thread that you've been communicating.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

  Customer Answer

  Date: 08/28/2024

  Complaint: 22150545
  
  I am rejecting this response.

  I have already submitted photos, emails, text messages, etc. describing my concerns/complaints. The trailer rented to me was not in acceptable rental condition and the owners knew it. They knew the refrigerator did not work. They supplied me with another portable one to use "in case your need it for your meds and the refrigerator does not work". It was only after the terrible experiences I had that I found out the many complaints from others that have rented from OUTDOORSY. I never want to rent from OUTDOORSY again.

  It is very sad that OUTDOORSY has no respect for it's customers. I am specifically a Great Grandmom, a ************* Service employee, and a widow of a honorably discharged Vietnam Veteran. He gave his life for his country as he was asked to do if necessary. He was on the Agent Orange Registry and his injuries took his life. And this is how OUTDOORSY treats his widow and great grandkids? Really???

  No, I am not satisfied and this whole trip was almost a total disaster. I don't need to keep repeating what has already been clearly stated and documented. I could not even submit all the photos that BBB has because OUTDOORSY kept rejecting the submission of the photos. I spent extra money to make this trip as pleasant as possible for us. We planned it a year in advance. It is absolutely horrible that we were treated so badly and apparently without remorse whatsoever. 

  I am requesting an arbitration thru BBB at this point and time. Contact me with any more concerns. 

  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/15/2024

  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.

  Reserved ************ Booked w/Delivery. Delivery was $400 and I confirmed all details first. Few days prior to delivery Host text to request delivery day early due to conflict. Promised to pay extra day to camp and stall horse. He did not. Was attending a big event so no hotels or RV had availability. The host delivered to the campsite before our arrival. RV was unorganized, full of personal items, rundown, dirty, & falsely advertised regarding amenities & sleeping capacity.Upon our arrival, we noticed a portable AC up against the dining set with venting going out window and towels stuffed around it. Huge eyesore & never mentioned at the time of reserving my Instant Booking. Not pictured in the ad either or noted and it was 100+ that week in ******** where the host resides. We soon found out the unit AC didn't work.To follow are the issues we are listing in our dispute complaint:- ACs did not keep up and had dirty filters. - - Additional 3rd portable AC unit (hooked up poorly) was needed which inhibited use of dinning set & in the way.- Couldnt use bedrooms cuz overhead AC vents didn't cool.- Hot air was pouring into the unit from stair vents. Host said work was done & vent guards were not replaced. We had to cut cardboard to block.- Listed to sleep 10. Came with 2 forks, 2 coffee mugs, 3 pillows, 2 sheet sets, 1 remote for 4 TVs. - Drawers and storage cabinets stuffed with personal items and old food. - Water hose busted. Host said would refund us to replace, we did. He didnt.- Couldnt use stove. Was told extra but no propane in tanks.This endangered us and ruined our trip. I had a T1 diabetic 11yo and a 76yo elderly man with me. Outdoorsy did not support me and is bias to the host to earn commission. They outsource their customer service overseas. Email responses took days. Follow up and review was lacking. Wouldnt allow me post pics in poor review. They only offered me $350 refund on a $2400 charge. I want 100% and have filed a chargeback.

  

  Business Response

  Date: 08/24/2024

  Dear *******,
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We are very sorry that you're dissatisfied with your rented RV and that you encountered issues with the air conditioning. That's certainly not the experience we prefer our guests to have. Upon reviewing your account, it appears that our Resolution Specialist offered you a $500 refund from Outdoorsy as a resolution, and we're sorry that you rejected this offer. Since we're unable to come to an amicable resolution to your dispute, we've advised you about the next step in our dispute resolution process which is to proceed to arbitration with FairClaims. 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 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"
  
  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 Resolutions Specialist directly within the email thread that you've been communicating.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

  Customer Answer

  Date: 08/26/2024

  Complaint: 22147789
  
  I am rejecting this response because:

  1) Your refund offered of $500 was actually your second low-ball offer after first offering $340. The delivery charge was more than that alone. I was insulted by the waste of my time and disregard your unprofessional company and useless customer service had regarding how utterly ruined our trip was and the incident we endured.

  2) I am well aware of my rights by pursuing binding arbitration, which I have done. I also have the right to open this complaint as we to spread awareness of your unprofessional tactics and encourage your company to bring resolution to my case in a reasonable fashion, settle sooner, or just keep you accountable.

  That said, I will keep this complaint open until your company resolves my issue. 

  This is a "slam-dunk" complaint if anyone out of the 50 people so far care to actually review the complaint details and photos.

  Regards,
  *****************************

• Initial Complaint

  Date:08/13/2024

  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.

  We rented a camper on 7/9/2024 through Outdoorsy. This owners camper never worked for the entire trip and forced us to come home a day early. If our friends werent at the same camp site, we would have returned the camper the night we arrived at the campsite. We were in the dark the entire trip because the battery (power) didnt work. This was not known at the time of rental because the solar panel was driving the power at that time. We couldnt open the camper slide out because the power didnt work so we could not enjoy the couch, the dinette and could not open the bathroom door or use the bathroom at all. We could not operate the heater even though the temperature dropped into the low 40s. We expected the owner to offer a refund for our miserable experience. Instead, the owner filed a damage claim against our insurance because the slide out didn't work. We did not cause any damage. The slide out malfunctioned because of the faulty battery, which is a known issue for this brand/model of camper. I believe that Outdoorsy and/or the owner misrepresented the cause of the slide out malfunction as a "collision" in order to get our insurance to pay, which they did.We have filed a complaint with Outdoorsy to get a full refund for our trip and have not heard a resolution. They wanted to wait for the insurance claim to resolve for some reason. So far we are out of pocket about $3,800.00 between insurance, deductibles, deposits and rental fees for a camper that was unusable in the manner for which we chose it. That was a 4-day rental that was cut short because the camper was faulty. And a ding on our auto insurance.The Outdoorsy rental agreement shifts 100% of the liability for the camper to the renter, including weather and other acts of god. Now that I know this, I will NEVER rent again through Outdoorsy. This is a benefit for camper owners to get things repaired on their units at the renters expense. We are asking for a total refund of the $3,800.00.

  

  Business Response

  Date: 08/21/2024

  Dear ****,
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We are very sorry you've had a less-than-perfect experience with our platform due to the issues you encountered with your rented RV and the host's damage claim. Upon reviewing your account, it appears that the damage claim was closed on our end once a claim was filed with your personal insurance carrier. Should you have any questions or concerns about the claim, please don't hesitate to reach back out to your claims adjuster directly within the email thread that you've been communicating. 
  
  After conducting a thorough investigation and carefully reviewing the information provided by both parties, we determined that there is insufficient ground for a refund for your trip. While we understand that not being able to utilize the van fully has been an inconvenience, it appears that the host has supplied evidence that the unit was operational during handoff. Since we're unable to come to an amicable resolution to your dispute, we've advised you about the next step in our dispute resolution process which is to proceed to arbitration with FairClaims. 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 want to reassure you that this is the fastest way to reach an amicable resolution, so please refer to the last email you received from your Resolution Specialist to locate the link for FairClaims. Please note that the sooner you sign up via the link provided in the email, the sooner this can be resolved.
  
  Thank you,
  **** *.
  Outdoorsy BBB Support Specialist

  Customer Answer

  Date: 09/03/2024

  Complaint: 22134338
  
  I am rejecting this response because my complaint is against Outdoorsy and their one-sided legal terms in favor of the owner. There is a checklist to benefit the owner but not a separate one for the renter. In this case, there was no was to test or prove that the trailers battery was not working. I contend that this fact alone caused the malfunction of the slide out preventing us from being able to use the trailer and worse requiring us to pay thousands of dollars to repair something we did not break. I want this record to reflect and be shared with any and all potential renters that they are assuming 100% responsibility for everything that goes wrong during the rental period. I will NEVER sign an Outdoorsy rental agreement as it is current drafted again.  
  
  Regards,
  
  **** *******

  

  Business Response

  Date: 09/11/2024

  Dear ****, 
  
  We're very sorry you're dissatisfied with our dispute resolution process. We want 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, after carefully reviewing all information, we determined that there's insufficient ground for a refund for your booking and that the host has supplied evidence that the unit was operational during handoff. 
  
  Since we're unable to come to an amicable resolution to your dispute, our Resolutions team referred you to FairClaims to make a fair, unbiased, and legally binding decision, per our Terms and Conditions. Both parties have the opportunity to submit their side of the story and any documentation to be reviewed by trained legal counsel. 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"
  
  Should you have any questions or concerns about the arbitration process, please don't hesitate to contact our Resolution Specialist directly within your email thread.
  
  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:08/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an authorization hold that was taken on 7-18. I was told it was released on 7-29. I sent multiple messages and was told it would take 10 days. I reached back out at 12 days and they told me they would have to contact tech support cause they released the hold. Every time tech support is contacted it takes ***** hours to respond. They have been contacted 3 times now cause I am trying to find out what happen to the $500. I asked for my card details to be checked 2 day wait and they get back to me with a tracking number for the transaction. Come to find out this tracking number means nothing to bank. My money is still missing. I again asked for confirmation that it was returned to my account and its gonna be 2 more days. I asked what the next step was if they still could not provide me with my card details. They told me I just have to wait. It has been 12 days since the funds were released. My bank has looked and also told me after 15 days if the initial authorization charge will disappear because they are not actual charges. So I had a $500 hold placed on my card and money withdrawn. Then they released the funds. Their is no proof of any of this. The banks response was to take a screen shot next time since they dont retain authorizations. Outdoorsy took my money I also paid $80 cash to the renter after their online system was messed up when booking. The host initially wanted me to pay $350 extra for mileage when I had already paid. They didnt know miles were already added in. It was an instant booking and I was afraid that they would not show up and I couldnt cancel with full refund. I offered cash incentive to be sure they would come. This had been an awful experience and the online system does not work and customer service does not provide any actual help. They tell you to wait until or just apologize.

  

  Business Response

  Date: 08/15/2024

  Dear *****, 
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We are sorry for any confusion regarding your security deposit. Upon reviewing your account information, it appears that you used a different payment method for your $500 security deposit, so you might be looking at the statement on the other card you used for the reservation. Please take a look at the payment methods saved on your Outdoorsy account by going into Settings > Payment methods.
  
  I checked your account and verified that your $500 security deposit was released to your **** card ending **86 on 7/29. We'd like to reassure you that a security deposit "hold" is released 7 days after the booking is completed if the host doesn't need to claim any portion for ancillary charges. I've included your booking receipt in the attachment for your reference. 
  
  Should you have any questions or concerns, please don't hesitate to contact our 24/7 Customer Support team via chat or by calling ************. 
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

• Initial Complaint

  Date:08/12/2024

  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.

  July 18, 2024 we rented our ** through Outdoorsy Outdoorsy sells insurance to protect the owner and the renter. Knowing how easily **s break we made it Imperative that the renters buy insurance to protect our investment (**). Our renter bought insurance and then incurred over $3,000 in damage. Outdoorsy, did NOT approve claim due to a clerical error on vin# that we believe happened on their end. All the pictures and detailed information is proof that it was the ** insured but they looked for every loop hole not to pay. Their customer service agent let us know that we can always sue them what a joke of a company. We did some investigating with other host and we heard that they never approve the insurance Just a big fraud company taking advantage of hard working people. They were eager to sell the insurance to our renters but obviously they do not pay out when it comes time to make a claim. We plan to sue both renter and Outdoorsy.

  

  Business Response

  Date: 08/15/2024

  Dear ****, 
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We are sincerely sorry that you're dissatisfied with our claims process. Upon review, it appears that your claim was denied due to the Vehicle Identification Number (***) discrepancy. Our investigation determined that the listed *** for your RV did not match the *** listed on your proof of ownership, so unfortunately, we cannot provide coverage for the damages. However, I verified that our Claims team claimed your guest's $500 security deposit on 8/13 as a means of compensation. 
  
  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:08/09/2024

  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.

  07/27/24 I booked a RV over $1900.00. Long story short RV had mechanical safety concerns to continue on our trip. On top of it, it did not reflect the pictures. Must be old ones. Steering wheel was not sturdy would not pick up on hill low air in back tire not properly cleaned. Dog Hairs! Stated no Pet Friendly! My *** is severely allergic! It caused him to use his inhaler consistently. Recliner broken Awning broken Bathroom smelled bad no TV remote- unable to use sleeping accommodation said 6 but 2 are for small children and 2 are recliners!so much more but I have limited space. My review was removed **** refused refund till i submitted dispute. I submitted a dispute host was given 7 days to respond if not I would get a refund he we are day 9 nothing! I should have been issued a refund immediately on day 8 if host did not comply. Host had agreed to refund but dd not comply with the time frame. His excuse is he is a doctor and is to busy to contact them to issue the refund.

  

  Business Response

  Date: 08/18/2024

  Dear ****, 
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We are very sorry you encountered issues with your rented RV and that you're dissatisfied with our dispute resolution process. This is certainly not the experience we prefer our guests to have. We would 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.
  
  Upon review, it appears that our Resolutions Specialist offered you a refund of $631.50 from the host's payout plus $500 from Outdoorsy, a total of $1,131.50 refund on 8/16. Additionally, you also have the option to escalate your dispute to arbitration with our partner, FairClaims, so please feel free to reach back out to him directly within the email thread that you've been communicating for any questions or concerns regarding the resolution provided. 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 and service possible. 
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

• Initial Complaint

  Date:08/08/2024

  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 reserved a camper and my reservation was cancelled by the camper owner. My deposit was placed on a credit card that was closed due to fraudulent activity. Outdoorsy claims they transferred my credit to that account and refused to apply my credit to the card I now use. I have no recourse to retrieve my $344. I have exchanged 5 emails with their customer service to no avail.

  

  Business Response

  Date: 08/13/2024

  Dear *****, 
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We are sorry to hear that your original booking was canceled. That's certainly not the experience we prefer our guests to have. Although we do everything possible to prevent cancellations, they sometimes happen - especially due to damage from a previous rental. We'd like to reassure you that we strongly discourage hosts from canceling their guests' bookings. A host's rating can be negatively impacted when this occurs, as well as a financial penalty being imposed. 
  
  Upon reviewing your account, I verified that a full refund of $344.74 was issued to your Mastercard ending 9185 on 7/21. I've included the booking receipt in the attachment for your reference. 
  
  If you have any further questions or concerns, please don't hesitate to contact our 24/7 Customer Support team at ************.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

  Customer Answer

  Date: 08/13/2024

  Complaint: 22112860
  
  I am rejecting this response because:

  I reject the companys assertion that they transferred $344 on my behalf to mastercard account ending 9185. This account has been closed for several months. Additionally, I contacted Mastercard and they will not disclose the bank in question. Finally, Outdoorsy will not disclose the bank in question so there is no reasonable way I can contact the bank.

  
  My request is simply to credit $344 to my card ending 1107.

  
  Thank you,
  *****************************
  

  

  Business Response

  Date: 08/23/2024

  Dear *****, 
  
  We'd like to reassure you that a full refund for your canceled booking was issued to your original payment method on 7/21. If your credit card account has been closed, in most cases, the bank will redirect the refund to the new or replacement card. If you do not have a new card, the bank usually sends the refund directly to your connected bank account. Unfortunately, we don't have the information to which bank your credit card was connected, so please don't hesitate to reach back out to your credit card company directly for any questions or concerns. 

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

• Initial Complaint

  Date:08/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A client rented our ** June 28 to July 1 via Outdoorsy. When the ** was returned the 2 front stabilizers were both bent. We contacted Outdoorsy immediately and was advised we were required to submit a claim (********) and provide receipts for the cost to repair the damages (all receipts attached). The total cost for the part and repair equates to $529.70. The receipts were submitted to the insurance company (AVIVA). The client disputed the claim stating the deductible ($1000) far exceeded the actual damage/repair ($529.70). The client had a $1000 deposit on file and wanted the money deducted from the deposit. In retrospect made sense. ******, from ***** contacted me via email and stated the claim was now closed and I should contact outdoorsy to continue with the claim. I contacted Outdoorsy and was advised the money will be processed on July 24. On July 31 I spoke to ***** and was told $470 was sent to my credit card on July 24 and it would take 3 to 5 business days. I inquired why the remaining balance was not paid and she advised me that the insurance company charged a deductible. After hanging up the phone I realized the credit card number was incorrect so I called back and she said a mistake was made and that was the amount being returned to the client and I would get $529.70. I have since called back NINE times and spoke to ********, ***, *****, etc. to no avail. Last conversation they were going to call the insurance company but ****** is on vacation until August 12. It is now August 7, 2024 and still no resolution regarding this matter. If the client paid $1000 deposit and $470 was returned where is the balance? Outdoorsy charges a 25% fee but fails to deliver on the services. Our ** was damaged; we have provided receipts. Please reimburse our money!

  

  Business Response

  Date: 08/14/2024

  Dear *************************,
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We are very sorry you've had a less-than-perfect experience with our service due to the delay in processing your payment for the damage claim. Upon review, I verified that our Claims team followed up with our insurance partner, Aviva, regarding your payment, so please rest assured that they'll get in touch with you soon for an update. 
  
  If you'd like to speak to someone to follow up on your payment, our Claims team is available from 9 AM to 4:30 PM CST, Mondays through Fridays, to address your concerns at ************. You can also reach your claims adjuster 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:08/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I found an RV and requested a booking on Outdoorsey on 6/26/24. I was messaged by the so called owner on 6/28 and asked to give my phone number so owner could text me to verify information. They asked for info and said Rv was available. They asked me to Zelle money for deposit, I was a little weary about doing so and did not see warning about not sending money so I sent $975.00 via zelle. I recieved an invoice in my email and I assumed it was legit. The day before I was suppose to pick up Rv I was messaged that it had been in an accident and that it was unavailable. I was told my deposit would not be sent back to me until the following week? I called Outdoorsey and issued a complaint that same day. I never received my deposit back. I spoke to someone at ********** and they said another compliant had been issued around the same time? I wanted to take the person to small claims court but needed to verify that the info I had was correct, which included name address, phone number and email. ********** said the information was never verified? I feel this company should be responsible for allowing people get on Outdoorsey without being verified and scam customers. I tried to get money back through my bank but they said the funds were not available.

  

  Business Response

  Date: 08/13/2024

  Dear ****, 
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We are terribly sorry to hear that you were a victim of fraud and were taken advantage of by someone who used Outdoorsy to get you to pay them directly outside of our secure platform. We take our customers' security and privacy very seriously, so we always recommend against communicating and doing payment transactions outside our platform. Additionally, we'd like to reassure you that we show a notice in every conversation on our messaging platform to never communicate or pay using Zelle, Venmo, Cash App, Western Union, wire transfer, or any other off-platform methods, and to report immediately any instances of hosts requesting you to do so. 
  
  Unfortunately, since your transaction didn't occur on our platform, we are sorry that we're unable to help you recover your funds; however, we'd like to reassure you that we've banned the user who took advantage of you. Moreover, please rest assured that we've immediately reported the incident to our Trust and Safety team so we can ensure we take the right steps to prevent issues like this where we can and make sure that no other customers are harmed. At this point, we recommend that you reach back out to your bank directly to discuss with them other options for getting your refund. 
  
  We sincerely regret any frustration this has caused you. This is most definitely not the intended outcome we'd prefer you to have. 
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

  Customer Answer

  Date: 08/13/2024

  Complaint: 22103774
  
  I am rejecting this response because: After speaking with ************** to let her know I wanted to verify that the person who scammed me was actually the right person so I could take them to small claims court, I was told that their information was never verified? I was told to get in touch with their trust and saftey department for more info on that but I emailed them and they never emailed me back? I feel Outdoorsey is partially responsible because they did not verify this persons information before allowing them to post their,  RV on this website! 
  Also I was told someone else reported it but was not told when? I know I should have not trusted this person and used zelle but I feel Outdoorsey was negligent when they allowed this scammer on their website without verifying their information! 
  Regards,
  
  ***********************

  

  Business Response

  Date: 08/23/2024

  Dear ****,
  
  We are sorry for any frustration this has caused you. Once again, since your transaction was made outside the Outdoorsy platform, we're unable to assist you recover your funds, per our Terms and Conditions. Ive provided a section of these Terms for your reference.
  
  "You agree that you will not use the Services and then communicate, complete a Booking, or otherwise transact outside of the Services for any reason, whether to circumvent these Terms, avoid the obligation to pay any portion of the Fees related to the Services, or otherwise. If you circumvent or attempt to circumvent (in Outdoorsys reasonable judgment) any portion of the Services, Outdoorsy reserves the right (i) to reject or deny the related transaction in its entirety, (ii) to deny any and all excess insurance coverages or other protections related to the rental, (iii) pursue legal remedies and other actions, and (iv) Outdoorsy will have no responsibility nor obligation to the parties engaged in the transaction"
  
  Please contact your bank directly to discuss with them the options for getting your refund.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

  Customer Answer

  Date: 08/23/2024

  Complaint: 22103774
  
  I am rejecting this response because:
  You are avoiding the question Iam asking about, the fact that you are allowing scammers on your website without verifying their information! This is not alright! You never verified the person who scammed me did they even have an RV? Please answer the question as to why their information was verified! 
  Regards,
  
  ***********************

  

  Business Response

  Date: 09/03/2024

  Dear ****,
  
  Wed like to reassure you that we do our best to prevent fraudsters from using our service. Outdoorsy has a multi-faceted approach to risk assessment, mitigation, and management to promote a safe and trusted platform. However, fraudsters use various tactics, thus, we always warn against communicating and transacting payments off-platform, and multiple warning banners we display throughout the booking process to never communicate or pay using any off-platform methods. Once again, please rest assured the incident was reported to our Trust and Safety team for immediate action.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist