Complaints

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

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  Outdoorsy, Inc.

  1801 E Cesar Chavez St Austin, TX 78702-4403

  
• 

  Outdoorsy

  1475 Folsom Street, Suite 300 San Francisco, CA 94103

• 

  Outdoorsy

  6200 Stoneridge Mall Rd Ste 300 Pleasanton, CA 94588

• 

  Outdoorsy

  618 Sanchez Street San Francisco, CA 94114

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

• Initial Complaint

  Date:07/30/2024

  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.

  ** was rented from 7/14/24 to7/21/24. Outdoorsy charged me $3018.25 for the rental, $750 security deposit, and I had to pay an extra $430.70 out of pocket to replace two dead ** batteries. Total paid $3018.25 During the rental we experienced a plethora of severe safety hazards and concerns such as restroom sewage smells in the restroom and throughout the *** 2 dead ** batteries that rendered the ** useless and not to mention outdated batteries being used from even before the ** was built in 2020, a propane leak, water leak, a constant check air bag light illuminating on the dash, a smoke alarm that fell off while driving that almost hit my child in the head, a broken smoke alarm with flashing red light indicating it is not working, spoiled food from the ** power being out, leaking sewer pipe, steering alignment issues that make the ** very difficult to control to go straight, and leaking sewer pipes. My familys safety was severely compromised and put into ***** way while on vacation under the ** rental fromthis host. The pictures and descriptions I have supplied above more than solidify the lack of basic maintenance on the **. This ** needs to be banned from Outdoorsy and needs to be inspected and fixed asap so that no other livesare put in ***** way.We paid for an ** and services such as ** prep that we could not use due to mechanical and severe safety issues.Not to mention that time wasted on attempting to fix the ** while on vacation when it should have been donealready in the first place and the food loss from spoilage due to the ** not working. Additionally, we paid for ** insurance that should render roadside only to be denied services.We are demanding a FULL refund and the 2 batteries we paid out of pocket to be reimbursed as well.Total to be refunded and reimbursed: $3018.25 (Outdoorsy charges $1837.55, $750 security deposit, and $430.70 2 ** batteries reimbursement)

  

  Business Response

  Date: 08/08/2024

  Dear ***,
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We are very sorry you encountered issues with your rented *** 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.
  
  Upon reviewing your account, it appears that you've been in contact with our Resolutions team regarding your dispute and request for a full refund, plus the amount you paid for the batteries out of pocket. It shows that the host agreed to reimburse $430.70 for the batteries; however, we're sincerely sorry that they did not authorize a refund for the booking as they stated that the toilet and bathroom were thoroughly cleaned and sanitized before handoff, as well as no leak was found under the sink and propane upon returning the *** 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 questions or concerns regarding the process, 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: 08/10/2024

  Complaint: 22061729
  
  I am rejecting this response because:

  My family's safety issues were not addressed. You simply provided my issues to the host and he denied it all. The safety and health issues with the ** needs to be inspected by a certified ** mechanic not just the host which will of course deny all issues. Additionally, the host only chose to pick and choose what issues to respond to. Since the restroom was mention and  supposedly "cleaned" it was not. I have pictures from a prior rental agreement the host left inside the ** in plain view with the same complaint. 

  Outdoorsy and the host have been non compliant in addressing my issues from day one. Nothing has been done. I have received ZERO refunds or reimbursements. I have been following up almost every day without any resolution. This has been an extremely horrible experience. I cannot believe my family's safety is not important to the host or outdoorsy. 

   

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

  

  Business Response

  Date: 08/20/2024

  Dear ***, 
  
  We are sorry for any frustration this has caused you. Upon review, our Resolution Specialist offered you a $200 refund from Outdoorsy, in addition to the host's refund of $430.70 for the battery replacement, a total of $630.70 refund. We're sincerely sorry that you're dissatisfied with the resolution provided. Since we were unable to reach an amicable decision between both parties, your dispute was sent to FairClaims for arbitration, per our Terms and Conditions. Both parties have the opportunity to submit their side of the story and any documentation or evidence to be reviewed by trained legal counsel who can make a binding decision. It appears that both parties have already signed up with FairClaims, so please feel free to contact them directly at ******************* for any questions or concerns. Additionally, 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

  Customer Answer

  Date: 08/21/2024

  Complaint: 22061729
  
  I am rejecting this response because:

  arbitration is on me and the host. I have issues outdoorsy hasnt addressed. Dont put all the blame on the host. Outdoorsy is faulted as well

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

• Initial Complaint

  Date:07/30/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've rented my vehicles via Outdoorsy for three years now. On a rental from July 5th to Jul 16, 2024, one of my clients had a minor issue with their rental. We discussed and decided a small refund would be best suited to resolve the situation. Outdoorsy instructs you to call them if you would like to refund your client for something other than a cancellation. When I called I was told that Outdoorsy would keep their 25% cut of the refund. That's right, Outdoorsy keeps their 25% "host service fee" even on the amount of money you refund, as the host.No other platform keeps their fee, especially an exceedingly high one, on money you don't actually net. In this case I wanted to refund my renter $750. Trouble is, Outdoorsy only paid me $562.50. I can't refund money I never received and Outdoorsy refuses to return their $187.50 cut of those funds that, again, are not in my bank account, to the renter. They refuse to explain what they are keeping that $187.50 for and I don't know a soul who could rationalize why that money wouldn't be refunded to the renter.

  

  Business Response

  Date: 08/08/2024

  Dear *****,
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We are very sorry you're dissatisfied with our refund policy. Although our service fees are non-refundable, we are pleased to inform you that we've gone ahead and processed a refund of $187.50 from Outdoorsy to your guest's original payment method as a courtesy. Our Customer Experience Specialist has reached out to both you and your guest regarding the additional refund, so if you have any further questions or concerns, 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: 08/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that, in this one case, this resolution is satisfactory to me.

  However, no business, Outdoorsy included, should be in the practice of retaining exorbitant fees on funds that their platform users do not receive.  The goal with platforms like Outdoorsy is to connect buyers with sellers.  This policy of retaining service fees on funds that are returned to the buyers, by the sellers, obfuscates the relationship and disconnects the parties involved.   It is an unprofessional, *****, and needless practice.

  Furthermore, Outdoorsy does not respond positively unless platform users speak out loudly online.   Outdoorsy blocks ****** reviews, limiting the voice of platform users.   I've spent hours on the simple task of refunding my client the funds they paid into our transaction.  My client has spent time contacting Outdoorsy as well.   Outdoorsy has spent far more in staff hours responding to my client and I than the disputed amount.    Again, needless and unconstructive.

  Thank you to BBB for providing a review forum online for Outdoorsy.  There are, unfortunately, many companies engaging in cash skimming operations like this and they work hard to hide that fact.  BBB has helped reveal this practice and, hopefully, instigate a move away from it by Outdoorsy. 

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

• Initial Complaint

  Date:07/26/2024

  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 is a rental app for people to rent their RV's and trucks for camping.Twice in the past 3 months someone the platform sent me to rent my rig has caused damage to the rigs. Each time I filed a claim and each time Outdoorsy stuck me with the cost of the damages. What makes this even more difficult is that we believed in the idea and invested a decenet ammount of funds to have multiple rigs on the platform and are deeply worried that our investment (which makes them a solid amount of money) will just be depleted over time and crush our business. As far as we can tell we have no recourse, they always choose not to pay and we alwasy get stuck with paying for damage to our vehicles.

  

  Business Response

  Date: 08/04/2024

  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 your damage claim being denied. Upon review, it appears that the booking ended on 7/13/24; however, the claim was not filed until 7/17/24. We require that all claims must be filed within 48 hours of the end of the booking period or return of the vehicle. Additionally, our Claims team determined that qualifying photos were not submitted or unable to be verified. Moreover, our investigation revealed that neither a collision nor a comprehensive event has attributed to the damages that occurred. With this claim requirements not being met, we're sorry that we are not able to proceed with your claim. 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.
  
  "A Host or Guest must file a notice of claim to report any losses to Outdoorsy within 48 hours of the end of the Booking period or return of the Vehicle (whichever occurs first). After coverage determinations on the Guests or Hosts primary insurance are completed, Outdoorsy may deny application of its excess offering coverages if Outdoorsy does not have a notice claim on file from either the Guest or Host that was filed within the 48 hour period..."
  
  "Within 24 hours prior to releasing the Vehicle, the Host is responsible for completing a full inspection of the interior and exterior of the Vehicle with the Guest, and must take digital photographs to document its condition within 24  hours prior to departure and 48 hours after return. Photographs must be unaltered, unedited, and must include metadata with a time and date stamp. Host agrees that if photos are not taken within these designated  pre-and post-trip periods, Outdoorsy may deny any application of its excess coverage policies or other damage protections, and Hosts sole recourse will be through the Guests or Hosts primary insurance. If Outdoorsy, in its reasonable judgment, determines that such pre- or post-trip photographs were manipulated or modified in any way (to include manipulation of exit and other date and location markers and identifiers), Outdoorsy may deny any claim. During the Key Exchange, the Guest and Host must complete a thorough, comprehensive walk-through report of the Vehicle, noting in writing any and all existing defects or damage to the Vehicle prior to Guests acceptance of the Vehicle. The Guest and Host must sign and date the in-app Vehicle Departure Checklist in order to qualify for excess coverage protection..."
  
  "Covered Damages - Outdoorsy will pay for sudden, direct, and accidental loss to the listed vehicle for damages covered under our Comprehensive and Collision policy. Payments will be issued to the legal owner of the listed vehicle unless otherwise specified by the legal owner.
  
  Our Collision coverage applies when the covered vehicle sustains damages as the result of a collisionan impact with an object or another vehicleor the upset of the vehiclee.g. roll an RV on its side.
  
  Comprehensive (sometimes called other than collision) coverage applies to the following: falling objects, fire, theft or larceny, explosion or earthquake, windstorm, hail, water or flood, malicious mischief or vandalism, contact with bird or animal, or broken glass."
  
  We sincerely regret any frustration this may have caused you. This is most definitely not the intended outcome we'd prefer you to have with Outdoorsy. If you have any further questions or concerns, please feel free to reach back out directly to the claims representative within the email thread that you've been communicating.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

  Customer Answer

  Date: 08/08/2024

  Complaint: 22045759
  
  I am rejecting this response because:

  1) Everything on Outdoorsy is 7 days. I was unaware that when someone breaks your gear you only have 48 hours to file. To not honor the claim due to this technicality is despicable.

  2) I have clear proof the vehicle was abused and abandoned on a mountainside over an hour away from any paved road. This is an RV not an off road vehicle. Yes, there was no collision, but my RV being taken an hour off road on a busted-up mountain service road, up over 1000 ft of incline,  is so far outside the regular function of use. I have the *** coordinates of where the vehicle was abandoned. 

  3) I will have my mechanic produce a statement, he serviced the vehicle 3 weeks before this departure and the transmission was in perfect working order. When he received it after the breakdown the transmission completely fried because it was forced to push an 8500lb vehicle up a mountainous forest service road for over an hour. My lifted 4x4 had a hard time getting to where the vehicle was broken. It left in perfect working condition and came back with over 6k in damage. 

  4) i will also contact the tow company and produce a statement from the tow truck driver as to how bananas it was to drive up a mountian on a gutted out forest service road to pick up and RV it had no place ever being. 

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

• Initial Complaint

  Date:07/19/2024

  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 used Outdoorsy to rent out (hosting is their terminology) my RV and never got paid. They keep delaying me, telling me they will get back to me tomorrow....tomorrow....tomorrow. They said they sent my money via ACH, but my bank never received it. They provided a "Payment Order ID" claiming it was an ACH Tracer number, but it is not in banking standards format. I have called them no less than 12 times, sent dozen or more emails, only to be told, "just wait."

  

  Business Response

  Date: 07/27/2024

  Dear *****,
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We are sorry you had issues receiving your payouts. Upon reviewing your account information, it appears that the payouts on your bookings were issued to your connected bank account on time. I verified that your payouts of $1,040 and $1,039.50 were successfully processed on 7/10 and 7/13, respectively. I've included the booking receipts and a screenshot of your payout history in the attachment for your reference. Our Customer Experience Specialist reached out to you regarding this. If you have any questions or concerns, please feel free to reach back out to him directly within the email thread that you've been communicating.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

• Initial Complaint

  Date:07/11/2024

  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 was being charged for Road side insurance ****** I explained to outdoorsy that the owners were the hauling the trailer to camp site outdoorsy customer support told me at that time nothing could be done but after the trip to call them back and it would be removed so I called after contacting them got email saying this can not be removed because the trip has been closed

  

  Business Response

  Date: 07/17/2024

  Dear ******,
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We are sorry you had a less-than-perfect experience with our platform due to the roadside assistance fee added to your booking. Please allow me to clarify that our roadside assistance doesn't only cover towing and mobile tire assistance, but also provides 24/7 technical support and personal concierge services. This is why it's offered for stationary rentals.
  
  Guests have the option to request to remove the service before the key exchange or handoff. We just need both the host and the guest to agree to it. Once both parties agree, then we can remove the service from our end. No worries, we've gone ahead and refunded $105 for the roadside assistance fee to your original payment method as a courtesy. Please allow 5-10 banking days for the funds to reflect on your statement.
  
  If you have any questions or concerns, please feel free to reply directly to our Customer Experience Specialist within the email thread that you've been communicating.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

• Initial Complaint

  Date:07/11/2024

  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.

  Outdoorsy charged me weeks after I dropped off a rental *** They charged me over ****** for existing damage that was pointed out to me from the owner. Prior to picking up the *** They stole my money to fix someone else's problem.

  

  Business Response

  Date: 07/19/2024

  Dear *******,
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We are sorry you had a less-than-perfect experience with our platform due to a damage claim.
  
  Upon review, it appears that our Claims team did not receive any substantial evidence from you that the damage was preexisting during our claims process, despite multiple opportunities and requests from us. We proceeded with the claim on 6/25 based on the evidence provided by the host and the absence of contrary evidence from your side.
  
  No worries, we acknowledge your request to invoke arbitration. Upon further review, it appears that your case was sent to FairClaims to make a fair, unbiased, and legally binding decision. If you have any further questions or concerns, please don't hesitate to reach back out to our Claims Representative with the email thread that you've been communicating.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

  Customer Answer

  Date: 07/19/2024

  Complaint: 21975383
  
  I am rejecting this response because:
  The claim was done without my knowledge, I thought it was done . This was weeks later. I didn't realize it until the money was taken. Then The " Fair Claims " sent an unsolicited e -mail. They force you to accept the email and giving up youre right to go to court. I have stayed that in the e mail to them. I am still collecting my evidence. The statue of limitations is Two years. I don't accept them taking away my right to **** Thank you
  Regards,
  
  *******************************

  

  Business Response

  Date: 08/02/2024

  Dear *******,
  
  We are sorry for any frustration this has caused you. Upon further review, it appears that our Claims team reached out to you on 5/31 and followed up on 6/3, 6/5, and 6/14. Unfortunately, we did not receive your cooperation regarding the claim until 6/14.
  
  Despite multiple opportunities and requests from us, we did not receive any substantial evidence from you that the damage was preexisting, so we proceeded with the claim based on the evidence presented by the host. 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.
  
  Once again, we acknowledged your request to invoke arbitration, so your case was sent to FairClaims to make a fair, unbiased, and legally binding decision. This is in accordance with our Terms of Service that were agreed to at the time of booking.
  
  "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"
  
  Please rest assured that this is the fastest way to reach an amicable resolution. Once again, please feel free to reach back out to our Claims Representative directly within your email thread for any further questions or concerns.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

• Initial Complaint

  Date:07/11/2024

  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 booked a van for Canada on outdoorsy in January and paid the deposit $522.02, plus an international transaction fee $15.63 (I'm in the **). In June, a little over a month from my trip, I received an email from Outdoorsy notifying me that my booking had been canceled and a refund credited to my account. I was not able to find a replacement van through outdoorsy and ended up paying $1,0000 more to another company. I requested a refund from outdoorsy, so they credited my card back $507.15. I then asked about the transaction fee refund and the rest of this one. Outdoorsy representatives stated that they cannot refund me more than I paid in Canadian dollars, at the time. They are blaming the exchange rate. This is ridiculous, considering that I didn't cancel.

  

  Business Response

  Date: 07/19/2024

  Dear ******,
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We are sorry you had a less-than-perfect experience with our platform due to your canceled booking and that you were unable to find a replacement on our site. Upon reviewing your account, it appears that a full refund which includes the international transaction fee was refunded to your original payment method on 6/8 and 7/1, respectively. I've included the booking receipt in the attachment for your reference. If you have any questions or concerns, please feel free to contact us at ************.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

  Customer Answer

  Date: 07/20/2024

  Complaint: 21972787
  
  I am rejecting this response because:

  The refund shown by outdoorsy is in Canadian dollars, while the payment and refund documentation I provided from my credit card account is in American dollars. As you can see, due to the exchange rate changing, I am still owed $15.32 American dollars. Outdoorsy canceled my booking, therefore I am owed a full refund (including the exchange rate) in my currency, which I have not received. Had I canceled the booking, I would agree to the refund policy, however this was a last minute cancelation by outdoorsy, which further inconvenienced me. I had to find an alternative on short notice with very limited options, which was also more expensive. I have the right to a complete refund in the currency I paid in. 

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

  

  Business Response

  Date: 07/30/2024

  Dear ******, 
  
  We're sorry for the difference in the exchange rate. Since a full refund has been issued to your original payment method, we cannot process any additional refund as our payment processor only allows us to refund up to the total amount charged to your payment method. To compensate for the difference, we've added $50 credits to your Outdoorsy account for a future booking. This is reflected on your dashboard which you can apply to your next booking with us. 
  
  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

  Customer Answer

  Date: 07/30/2024

  Complaint: 21972787
  
  I am rejecting this response because: 

  I do not plan to book with Outdoorsy in the near future. I really do not feel comfortable booking through Outdoorsy ever again. However, in an effort to find a solution, the only acceptable compensation is a $250 credit that does not expire. When Outdoorsy offered credits before, it was going to expire within 12 months. I have gone through so much back and forth with Outdoorsy and I've had such a terrible customer experience that a $250 credit is the least you can offer. 

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

  

  Business Response

  Date: 08/12/2024

  Dear ******,
  
  Thanks for your response. We're sincerely sorry that we're unable to issue a $250 credit; however, we've raised your credit from $50 to $75. Credits are valid only within a year, so just in case your credit expires when you're going to use it, please contact us at ************, and we'll be more than happy to extend its validity.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

  Customer Answer

  Date: 08/14/2024

  Complaint: 21972787
  
  I am rejecting this response because:

  I do not understand how you think this is a fair offer when you literally owe me money and have caused me so much grief. I paid for a service that you did not provide and when you refunded me, you did not refund me the total amount that I paid. This is beyond ridiculous and needs to be resolved. I cannot dedicate any more time to this matter. I will never trust Outdoorsy so a credit is useless to me and I just want my full refund.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:07/09/2024

  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 booked this trip in Nov for a service date of June ***** 2024. This is for the ** for a trip through Outdoorsy and the ** Host (*****************************). Day 1 of the trip we lost power in the ** and were unable to use the ** the rest of the weekend. I partnered with the Host ***************************** to trouble shoot but was unable to get any power restored back to the ** and the ** had to be towed out of the lot. The host agreed to refund the entire amount of the trip of ******. I have been trying to work with Outdoorsy to get the refund processed with no luck. I have included screenshots of texts from the host stating he agrees to the full refund and has email outdoorsy multiple times stating this. I have also included a voicemail transcript from Outdoorsy stating they had what they needed and it was going to start the process of the refund. There are also screenshots of my calls to outdoorsy to try to get this issues resolved. At this point I have not gotten any resolution with this and have been told 3 times that a supervisor was going to reach out and they have not.

  

  Business Response

  Date: 07/17/2024

  Dear *****,
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We are very sorry you encountered power issues on your rental. That's certainly not the experience we prefer our guests to have. Upon review, it appears that your booking has been canceled and a full refund was issued to your original payment method on 7/11. If you have any further questions or concerns, please don't hesitate to contact us at ************.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

• Initial Complaint

  Date:07/03/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved an ** through Outdoorsy for a family trip from 29JUNE to 8JULY. The week prior to departure, our kids started to show signs of illness, but we were hopeful that they would quickly get over it and we could make our trip. This would be a rare opportunity for them to finally meet their great-grandmother, and we didn't want to miss it. On Friday I reached out to the ** owner to ask for early drop off (so that we could leave as early as possible on the 29JUNE). We paid $100 cash for the drop off and then drove him back to his home 40 min away, since he didn't have a ride. By this time my wife was also showing signs of illness and I was beginning to feel off. On Saturday we informed the ** owner that we hadn't left yet because everyone was feeling ill but were waiting until Sunday to see how we felt. Sunday came and we all felt too sick to continue the journey and decided to cancel it. I figured that since this was so late a cancellation we would be charged a penalty and get a refund. Imagine my surprise when I discovered from an Outdoorsy rep that we would be charged the full amount! $2700! They also said that it would be up to the owner if they wanted to refund us anything. Mind you that this is after Outdoorsy has taken their cut, which is about half the amount. The owner has been paid for the total 9 days despite us never driving it anywhere except to return it to him and pay to fill the tank. So here we are: sick, no trip, and paying almost 3K (this does not include all the things we purchased for the trip, nor the reservations we couldn't cancel) for a trip that didn't happen. This is quite simply not right. This is not how you should ever treat customers. No one can choose when you get sick. I'm reasonable. I'm not expecting a full refund. I do believe, however, it would only be fair that we not pay for a drip we couldn't go on due to illness. At the least, I hope this serves as a warning to anyone thinking of using Outdoorsy to think twice.

  

  Business Response

  Date: 07/11/2024

  Dear *****,
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We are sorry you had to cancel your trip due to a medical condition. Please allow me to clarify that any cancellation is subject to the host's cancellation policy that was agreed to at the time of booking.
  
  Upon reviewing your account, it appears that you have Trip Insurance included in your booking, so please contact our trip insurance provider SiriusPoint ***************** Company (SPAIC) at ************ at your earliest convenience to inquire about coverage. You may begin the claims process by filling out the appropriate claims form found at SPAIC's claim center (**************************************), and provide your Trip Insurance Membership ID listed in the booking receipt found under the Rental Documents section on your trip page.
  
  Should have any questions or need assistance, please don't hesitate to contact our support team via chat or by calling ************. We're available 24/7,and we're always happy to help.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

  Customer Answer

  Date: 07/12/2024

  Complaint: 21938015
  
  This message seems to disregard that I did not go on the trip. All that happened was the vehicle getting dropped off. The owner was aware of this from the very beginning. My understanding is that company policy offers at least %75 late cancellation return. What has happened instead is that the company took their cut and paid the rv owner for the full 9 day rental. The owner said that he tried to call the company and have the refund returned to me but that the company said it would not. The company appears to stack their house in such a way that the customer loses and they always get their money no matter the outcome. The require an extra policy so that they can defer in cases like this in such a way that they never have to take responsibility or lose any money. Perhaps the owner was less than honest, instead of annotating the trip as cancelled and labeling it as returned early. There is no reason why I should pay almost 3k for a trip that did not happen. The company should reimburse me. The company should not take their cut and then pay the ** owner in full. The company should not make the customer jump through hoops to simply get a refund it says on their site is part of their policies. There is no secret policy that the ** owner has. The only one communicated to me is the one on the site, which says I should get %75 refund. That has nothing to do with trip insurance and filing a claim. This response is simply unacceptable and I encourage anyone thinking of using Outdoorsy to think again. I will ee sure that no one in the CA military uses this and that all personnel are warned.
  
  Regards,
  
  *********************

  

  Business Response

  Date: 07/27/2024

  Dear *****,
  
  We understand your frustration. Please allow me to clarify that the option to cancel the booking is only available before the scheduled pickup or key exchange. Additionally, bookings must be canceled from the guest's Outdoorsy dashboard so any refund according to the host's cancellation policy is processed to the guest's payment method. Upon review, it appears that you did not cancel your booking before the scheduled pickup or key exchange, so the booking was considered as 'returned' and the host received their payout.
  
  Since the booking was not canceled and you purchased *************** please contact our trip insurance provider, SiriusPoint ***************** Company (SPAIC), to inquire about coverage and file a claim. You may also reach back out to your host from your Outdoorsy dashboard to request a refund; however, please be advised that any refund from the host at this point is at their discretion. Once again, if you have any further questions or concerns, please don't hesitate to contact our 24/7 Customer Support team, and they'll be more than happy to assist you.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

  Customer Answer

  Date: 07/29/2024

  Complaint: 21938015
  
  I am rejecting this response because it doesn't address the specifics of this issue. The policies appear to be made in such a way as to favor Outdoorsy, then the ** owner, then the customer, but in this case in a manner that prevents the fair treatment of the customer. In my case, the very thing none with little children can plan for happened: they got sick days before departure. Naturally, given how much planning went into this trip, we waited until the last minute to see if they would get better. We communicated this to the owner on the very first official start date of the trip: that we did not depart due to illness. On Sunday, we said the same thing, and said we could bring it back. If the owner was being honest, they should have advised us of the need to cancel but instead they assured us everything was fine. The owner said to wait until Monday. They recorded the trip as returned early on Monday, promising us all along a refund since we didn't go on the trip. I'm quite sure they knew all along that by doing this they would be paid the full portion of the trip (9 Days). Once again, this is simply wrong. This is not how you treat customers. As mentioned in earlier messages, I'm reasonable. I would not expect a full refund, but I would expect at least 75% given that we never left. We paid extra to have the ** parked at our place. We paid to give it a full tank on return. We lost close to $3000 for not trip. I advise every one considering Outdoorsy to reconsider. This is a crooked business in which none should place their trust. As of now, I see no reason for an alternative claim. The solution here is simple: return to me a reasonable refund. Simple. No more hiding behind policy-speak. How about this? A response from Outdoorsy that is fair and doesn't charge a customer the full price of a trip that never happened due to children being sick! This was to visit our children's great grandma who is too old to travel. We could barely afford this trip. Now we have no means of making this trip. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:07/01/2024

  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 placed a $500 security deposit on a camper and was never given back the money. I called the company they said the funds were released.

  

  Business Response

  Date: 07/06/2024

  Dear *******,
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We are sorry for any confusion with your security deposit. Please allow me to clarify that a security deposit is not an actual charge to your payment method, but rather a temporary "hold" of the amount agreed upon for your particular booking. If the host doesn't need to claim any portion for ancillary charges, then the hold is released 7 days after your return date. This policy is very similar to a hotel's deposit hold for incidental charges.
  
  Upon reviewing your account, I verified that your $500 security deposit was released to your original payment method on 6/14. I've included the booking receipt in the attachment for your reference.
  
  Should you have any questions or concerns, please don't hesitate to contact our support team via chat or by calling ************. We're available 24/7, and we're always happy to help.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist