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

  618 Sanchez Street San Francisco, CA 94114

• 

  Outdoorsy

  1475 Folsom Street, Suite 300 San Francisco, CA 94103

• 

  Outdoorsy

  6200 Stoneridge Mall Rd Ste 300 Pleasanton, CA 94588

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:07/03/2024

  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

• Initial Complaint

  Date:06/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charge for an RV that I never received. I booked the *** But I never received notice confirmation of the booking because the email on the account was incorrect. The company's system failed to confirm my email address like nearly every internet site in the world does.

  

  Business Response

  Date: 07/06/2024

  Dear *****,
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We are sorry you did not receive your booking confirmation due to an incorrect email address you registered on your Outdoorsy account. Upon review, it appears that our support team offered to assist you in canceling your booking prior to your booking start date so you could be refunded according to the host's moderate cancellation policy that was agreed to at the time of booking; however, you declined and advised that you'd be disputing the booking charges with your bank instead. Please be advised that since you have a chargeback with your credit card company, we are unable to process any refunds on our end as our payment processor won't allow us to issue refunds on disputed charges. Our Customer Experience team has reached out to you regarding this, so please feel free to reach back out to them within the email thread that you've been communicating for any questions or concerns.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

• Initial Complaint

  Date:06/26/2024

  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.

  On May 25, 2024 I booded a 2020 Winnebago Adventurer Omne 1021 class A from Outdoorsy from June 29, 2024-July 8, 2024 for $4,151.08. This included the rental of $289/night for 9 nights, Vehicle protection package required for $799.50, Prep Fee of $199, Est tax ********** $58.20, Est NE State Tax $213.38, and a service fee of $280. The Host was Fireside c/o ****** Frezell402-403-7985 or ************. I paid the deposit of $1,262.47 with the balance billed 2 wks prior to departure. On 5/28 ****** called/texted repeatedly over an hours time during the day to inform me that Outdoorsy double booked the ** and offered me a 2017 ************** class C at $500 off and unlimited miles. **** when I told him I was working did he stop. I asked he send a quote and info on the proposed unit. A day later, there wasnt urgency and the host ****** did not want to honor his proposal. My reservation had been changed to the 2017 Class C and he adjusted the fees to a daily fee vs nightly and added a pet fee. He has made adjustments at will to the reservation since. I told ************** wasnt comfortable with the business dealing and he texted he would cancel and fully refund the deposit. The host is non responsive to me or Outdoorsy. I have called Outdoorsy consistently over the past 3 weeks trying to get the refund and a replacement ** rental, working and waiting through their process and nothing is being done. Initiated a forced cancellation on 2/22/24 and completed the required replacement paperwork and Outdoorsy has not helped issue the refund or gain a replacement reservation and my trip is 3 days away. When is a situation worthy of priority status and how much time is appropriate to wait patiently. Could Outdoorsy align staff to have team to cover specific accounts 24/7 so frustration is eliminated? I need help issuing the credit for a reservation I never made or approved and a new booking for my trip 6/29/24 thru 7/8/24. Outdoorsy issue credit and seek the refund from the host.

  

  Business Response

  Date: 07/03/2024

  Dear *********,
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We sincerely apologize for the less-than-perfect experience with our service and the issues you had with your booking. That's certainly not the experience we prefer our guests to have. Upon reviewing your account, it appears that our Concierge team was able to book you a replacement and a full refund for your original booking has been issued to your payment method. Additionally, we've applied $565 credits to your replacement booking to cover the cost difference, so you were all set.
  
  If you have other concerns and if there's anything else that you're waiting on, please don't hesitate to contact our Customer 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

• Initial Complaint

  Date:06/19/2024

  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 a camper for rental then realized I booked the wrong camper. I immediately cancelled the booking and booked the correct one. After a week and a half, I received an email reminding me of the original booking. After talking to a customer service representative, I was told that the cancellation didnt go through. I then had to re-cancel the reservation but was charged a fee because the cancellation was not made within 48 hours of the original booking.I feel I am due the fee since it was a technical error on the part of Outdoorsy.

  

  Business Response

  Date: 06/27/2024

  Dear ****,
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We're sorry you encountered issues when canceling your original booking and that it wasn't canceled within the 48-hour free cancellation period. No worries, we've gone ahead and processed a full refund to your original payment method. 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 contact our 24/7 Customer Support team via chat or by calling ************.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

• Initial Complaint

  Date:06/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business model of Outdoorsy is multi-fold. But part of their business is in the capture and retention of the rental fee through a process of opt-in. The "opt-in" process is the Trip Protection feature you can buy with a reservation. If you do not buy opt-in for Trip Protection, you will not get your refund if the trip is canceled. What you get instead is a credit for a future trip. But the company does one thing further -- they retain a portion of the overall rental (the service fee and taxes). I'm concerned that the service fee might be retainable, but the taxes may not be since no rental took place if it was canceled. It's up to Outdoorsy to actually remit the taxes, not the renter.In all, the actual owner of the vehicle being rented is not party to this -- My comment isn't about the owner of the vehicle. Rather, my comment is about the deception about the nature of Opt-In Trip Protection. Word to the wise (and the authorities that monitor this) --- This is really important. Even a hotel or a motel would refund a portion of the rental if it was canceled. What Outdoorsy does is worse than the worst of any hotel/motel scenario. They retain the whole rental. The "account credit" is a ruse. I won't earn interest on that credit, Outdoorsy does.Frankly, this has all the earmarks of a Y-combinator online site business. Authorities -- check into this?Prospective customers -- beware of the ****************************** - You can do better to explain the difference between a "Trip Protection" vs not Protected.

  

  Business Response

  Date: 06/26/2024

  Dear ****,
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We are sorry for any confusion regarding our refund method for canceled bookings. Please allow me to clarify that guests have two options for the refund method to select during the cancellation process - credits or cash. I've included a screenshot in the attachment for your reference. It appears that you might have just missed selecting the option for the refund to go back to your original payment method.
  
  No worries, we've gone ahead and issued your $649.17 refund to your card on file. Please allow 5-10 banking days for the funds to reflect on your statement. Additionally, we'd like to clarify that the optional Trip Protection we offer has nothing to do with our refund method. Once again, when a booking is canceled, it's the guest's decision if they want to keep their refund as credits for future use or have it issued back to their payment method.
  
  Should you have any questions or concerns, please don't hesitate to contact our Customer 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

• Initial Complaint

  Date:06/03/2024

  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.

  This has affected 3 adults, 4 children and parents. I asked them for form of acknowledgement. , rent the ** from ***** May 2024 The cost was a $2163.83 plus $500 deposit through Outdoorsy. the Host was fabulous. It is the company that we are very dissatisfied with. After two days the ** had a major brake line failure. The owner had it fixed for us BUT not before we had to stop and get a HOTEL for the night. Upon starting our trip the next day, we travel more hours then when stopped for gas, there was a major rattle. So not to ruin or abuse the ** we called the owner. It was Friday afternoon, in a small town and NOT even the towing would be available until Monday morning- delayed us three to four days) We were able to get enough service to continue our journey to destination. Park it until that Monday morning and soonest to take it to the shop was the Tuesday morning when the shop opened to repair it. AGAIN now from Thursday to Tuesday it was un-operational. We were told it was an issue that could NOT be fixed before our departure on that Saturday to return home. So now here goes the loss. 1) One week loss of vacation time, 2) One day hotel while traveling in unknown area due to mechanical 3) travel time for mechanic to and from destination to fix it 7 hours each way and five hours mechanical time 4) unable to use motor home five days 5) rental of a vehicle for destination home to include hotel and food for two adults and three children 6) flight home for one adult (as she needed to be home by Tuesday and free for child to fly) 7) shipment of eight large U-HAUL BOXES mailed home with contents of all our belongings for the two week trip to include lawn chairs, toys, blankets, baby stuff etc. If this was taken to court, we would surely win and then some. I have all (if not most of the receipts) and we did NOT back out of our agreement. We feel the full refund plus should be re-imbursed to us (and then some). A business should not be run like this.

  

  Business Response

  Date: 06/11/2024

  Dear ******,
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We are very sorry you had a less-than-perfect experience with your rental. We'd love the opportunity to investigate your complaint; however, we're unable to find an account matching the name, email, and phone number you provided. Our Customer Experience Specialist has reached out to you regarding this. Please feel free to respond directly to his email with the booking ID number and the registered guest's name, email, and phone number associated with the booking.
  
  We look forward to hearing from you soon.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

• Initial Complaint

  Date:05/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business changed their policy regarding providing insurance covering the inside of a camper trailer and or RV and failed to adequately provide notice to hosts the people who rent out their campers that the policy was changed and Outdoorsy NO LONGER COVERS ANY DAMAGE TO THE INSIDE OF A CAMPER. The app always used to say Driver verified once they provided proof of their personal insurance and used to provide insurance coverage to the vehicle. This company then is REFUSING to release the security deposit that the Renter put up in case my camper is damaged and it was clearly damage by photographic evidence. The company needs to make this issue right! They use a ******* third party arbitration company that KNOWS NOTHING ABOUT THE **** This company will be out of business faster than block buster once the public finds out.

  

  Business Response

  Date: 06/08/2024

  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 a damage claim. Please allow me to clarify that we haven't changed our insurance policy regarding interior damage. Interior damage is not an aspect of our insurance coverage as our policy is similar to a regular auto policy which includes comprehensive, collision, and liability coverage. Ive provided a section of these Terms for your reference:
  
  "Protection plans and excess coverage protection on the Services do not apply to:
  
  Interior damage is not covered under Outdoorsys Comprehensive and Collision policy; guests can purchase the optional Damage Protection for interior damage coverage."
  
  Upon review, it appears that your case was referred to our Resolutions team for dispute; however, your guest disagreed with the additional payment requested for the damage repair. In cases where we are unable to reach an amicable decision between both parties, we provide the option for your dispute to be mediated by 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"
  
  We want to reassure you that this is the fastest way to reach an amicable resolution. If you have any further questions or concerns regarding our dispute resolution process, please feel free to reach back out directly to our Resolutions Specialist within the email thread that you've been communicating.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

  Customer Answer

  Date: 06/12/2024

  Complaint: 21782276
  
  I am rejecting this response because:

  In all previous is***s or damages that have occurred Outdoorsy has covered the interior damages. In this case however, they are refusing to provide coverage and or REFUSING to release even at minimum the security deposit that was posted by the renter in case of damage. The camper was clearly damaged by photographic evidence by the renter and or the renters guests. There is no dispute that they damaged the camper in multiple places. The fact that outdoorsy ONLY allows the renter to pay for ********************** or whatever is also the stupidest thing I have ever heard of and that option should have been made available for the Hosts of the camper as well! You know the people who actually have enough money to pay for a camper for others to rent out.. The renters that rented my camper where are the park for a cook off.. you know a place where adults eat BBQ and get drunk. If I had known that information prior to the fact I never would have allowed the rental to take place as its one of the policies I have listed on my listing as prohibited for this reason. 

  Yes Outdoorsy, referred us to a Fair claims a arbitration company based out of ********** where some insane arbitrator who doesnt even understand Texas law or civil law, ruled that I failed to prove my case. In ***** a person can be CRIMINALLY CHARGED for intentionally and knowingly damaging someone elses property. They can be charged even if they recklessly damage someone elses property. In ***** for civil cases someone only has to prove their civil case by the preponderance of the evidence, ie. 51%. If i drop off my camper NOT DAMAGED and receive it back from a renter and its damaged in MULTIPLE places, by taking before and after photographs. How on earth does that not prove that my camper was damaged by the renter and am I not entitled to civil damages. They broke a bunk bed off the wall. They damaged the interior of my shower. They damaged a window blind in the kitchen. I have also since discovered they damaged the door lock to the camper. 

  How does outdoorsy expect Hosts or renters to prove a renter damaged their camper? You want cameras installed in the bedrooms and showers?! Im pretty sure that wont work and would be against state law SO what kind of proof would be satisfactory and reasonable??? How is before and after photographic evidence not sufficient! YOU HAVENT even released the $500 security deposit after they damaged my camper in excess of $3,000! 

  Im sure I have signed some form when I signed up to use outdoorsy releasing your company of liability and unable to *** you! I have no recourse of action but advise the better business bureau of your corrupt business practices and warn the general public that you are not operating in good faith and has policies and procedures set up to s**** over the hosts of campers. 

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

  

  Business Response

  Date: 06/20/2024

  Dear ******,
  
  We understand your frustration, and we're so sorry you're dissatisfied with our dispute resolution process. Please allow me to clarify that our insurance does not cover interior damages and that we're unable to charge the guest's payment method without their authorization. Once again, 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. Please feel free to reach back out to FairClaims directly for any questions or concerns regarding the evidence you presented and the outcome of your dispute.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

  Customer Answer

  Date: 06/20/2024

  Complaint: 21782276

  I am rejecting this response because:

  The matter is not resolved. The security deposit was held and they agreed to post the deposit and there for the charge when they agreed to the rental. They damaged my property and I am entitled to the deposit. IF you gave the funds back to the renter thats on yall and you then owe me the amount of the deposit as the intermediary company the $500 security deposit that I attempted to claim through your platform and NEVER released to the renter. IF outdoorsy was a smart company they would pay for all my damages because I am going to warn every single person I know and use every platform to NEVER use outdoorsy and that yall do not warranty the inside of the camper trailers/ RVs which everyone is under the impression you do, and of your shady business practices tricking people into using your corrupt arbitration company.

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

  

  Business Response

  Date: 06/30/2024

  Dear ******,
  
  We're so sorry that FairClaims did not rule in your favor. Please be advised that the option and ability for the hosts to claim funds from the security deposit is only within seven (7) days after a trip ends. Unfortunately, since the booking was completed on March 24, that option is no longer available. At this point, we cannot charge the guest's payment method without their authorization.
  
  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: 07/03/2024

  Complaint: 21782276
  
  I am rejecting this response because:

  It appears Outdoorsy is unwilling to take any action to remedy the situation or change their policy for the betterment of their users. It appears they do not value their hosts or their property and so we are unable to reach any agreement. 

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

• Initial Complaint

  Date:05/28/2024

  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 paid outdoorsy.com and owner ********* on 3/18/24 the full rental amount of $1042.16 and then an additional $1500 of my funds were put on hold as a security deposit on 5/8/24 for a rental that was scheduled for 5/10-17 2024. Mich Elle informed me before I picked up the vehicle she would provide a post-rental partial refund for the fact that the shower, sink and interior heater were all inoperable despite these issues not being listed in the website description. She never followed through with this. On 5/12 the vehicle would not start, and after receiving assistance from park rangers, other campers, and two AAA techs, we were told the vehicle starter was dead and the vehicle would have to be towed to a maintenance facility. We were left stranded with no vehicle, nowhere to stay, and $200 of groceries lost as the vehicle was removed from our possession. The owner promised to refund us the rental cost, the cost of our $78 Uber back to the airport, and promised to release the security deposit so we could have money to pay for flight changes to fly home early. She failed to do any of these things and took $373.92 of my insurance deposit money to pay for maintenance and towing on her vehicle despite the fact AAA assured us the problem was not our fault and was related to an faulty starter and inconsistent maintenance by the owner. I appealed this resolution and Outdoorsy ruled in **** Elles favor minus a refund for unused days totaling $530.00. This is not right- I followed outdoorsys rules, did not receive the service that was advertised, and was lied to about the refund I would receive.ik I ask for your support in obtaining a fair and ethical resolution.

  

  Business Response

  Date: 06/05/2024

  Dear ****,
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We are sorry you had a less-than-perfect experience with your rented RV and that you're dissatisfied with the outcome of your dispute. 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 you agreed to a $700 refund on 5/30 to close the dispute; however, our Resolution Specialist encountered an error while processing the refund due to a chargeback filed with your financial institution. Please be advised that we're unable to process the refund on our end as our payment processor won't allow us to issue refunds on disputed charges. I see that our Resolution Specialist has followed up with you regarding this, so please feel free to reach back out to him directly at your earliest convenience within the email thread that you've been communicating.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

• Initial Complaint

  Date:05/28/2024

  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.

  Around mid-May we booked an RV rental online with Outdoorsy. Payment and booking was accepted by owner. My ID verified for insurance by company. Unfortunately, the day of the rental the owner was non responsive to emails/text/etc. So company canceled the booking and we booked another last second. Again, owner accepted payment and booking. Again I was asked to verify my ID. Doing the website steps as required 3 times. Outdoorsy **************** sends me an email and states they cannot verify my US ID So they requested I email a pic with passport id held beside me. I did so.After getting new RV rental and finally heading out with family almost 18hours late, they email me again requesting I send it again as I typed email address wrong. Which I do so, with correct address.Next email I receive is Outdoorsy customer service stating they still cannot verify my ID and thus going to cancel my insurance plan So I requested a refund. I have followed ALL their online steps and now ALL their email steps.They state they will not refund my ****** I hearby request help in securing my refund.

  

  Business Response

  Date: 06/04/2024

  Dear ******,
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We are sorry you had a less-than-perfect experience with our ID verification process. Please allow me to clarify that we require all drivers to be verified before handoff to activate the insurance protection package. Although our protection packages are non-refundable, I'm pleased to inform you that we've processed a refund of $127.80 to your original payment method. Please allow 5-10 banking days for the funds to reflect on your statement.
  
  If you have any questions or other concerns, please feel free to contact our 24/7 Customer Support team via chat or by calling ************.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist