Business Profile

Camper Rental

Outdoorsy, Inc.

Complaints

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

Customer Complaints Summary

152 total complaints in the last 3 years.
53 complaints closed in the last 12 months.

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

Initial Complaint
Date:05/16/2024
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.
On April 3rd we rented one of our units through our outdoorsy site, upon its return, the customer stated that he had ripped the couch. We sent over cost of the exact same couch and outdoorsy offered us $200.00. The couch cost is $1500.00 it was brand new. The renter signed a statement admitting he ripped the couch and we sent it to outdoorsy. The customer service is terrible with this company if you have a incident. This is wrong.
Business Response
Date: 05/21/2024
Dear ********,

Thank you for reaching Outdoorsy Customer Support via ********************. We are very sorry that your RV was returned with furniture damage. Upon review, it appears that your case was sent to our Resolutions team for dispute; however, the guest disagreed with the charges and noted that the stitching on the sofa cushion was coming undone, so the damage was likely a defect in stitching and not caused by them.

Our Resolution Specialist issued a $200 payout from Outdoorsy to your connected bank account on 5/12 to close the dispute. We're sorry that you're dissatisfied with the resolution provided. 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. 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. Our Resolution Specialist sent you an email on 5/16 regarding the arbitration process and the link to sign up with FairClaims. Please feel free to reach back out to her directly within the email thread that you've been communicating for any questions or concerns.

Thank you,
************
Outdoorsy BBB Support Specialist
Initial Complaint
Date:05/03/2024
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.
- my husband and I purchased a trailer to list on outdoorsy to rent - outdoorsy flagged our account due to security concerns- my husband had to send copy of his drivers license (front and back) and scanned a copy of the registration - then the security denied our documentation bc we had to send a live photo and not a scanned copy of the registration - then they denied the photo of the registration and said it's not valid registration and that it's only and inquiry registration.We need them to accept the documentation or provide us a better explanation of why we are getting the run around. The service team says they do this to everyone, but I'm starting to wonder if they have a problem w my husbands name- ****************************** and they are discriminating against him. -here are the facts that Outdoorsy team cannot seem to get:#1. We bought the ** from a dealer and they are handling the tax and registration.#2. We paid 50% cash down and took out a loan for the rest. The bank will hold the title until the note is paid off.#3. We are the insurance policy holders and have an insurable interest in the property. #4. We have only had the ** for less than 30 days. It still has paper plates What more can we do to get this resolved, so we can rent this trailer before people start making memorial day plans!!!!!! We needed this resolved by now!!!! The registration came straight from our county tax office.
Business Response
Date: 05/08/2024
Dear *******,

Thank you for reaching Outdoorsy Customer Support via ********************. We are sorry we're unable to publish your listing on our platform this time. Upon reviewing your account with our Trust and Safety team, it appears that you were unable to provide the necessary documents required for vehicle listings. We require that all vehicles on our platform have proper registration documentation to be driven legally. Please be advised that our guests cannot drive or operate a vehicle with an inquiry receipt.

No worries, once you have the required documents, please reach back out to our Trust and Safety Specialist immediately within the email thread that you've been communicating so we can have your listing published.

Thank you,
************
Outdoorsy BBB Support Specialist
Initial Complaint
Date:04/22/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have fulfilled all of my obligations to this company. I have followed their instructions. They nearly cost me the entire value of my vehicle by misrepresenting their services and making fraudulent statements about their business. I rented my van through their platform. They sold insurance to my renter who then drove the vehicle to a destination 5 hours north of my location and on the return trip he had a mechanical issue. The renter was told by outdoorsy that he had insurance and roadside but at the time of the breakdown while being on the phone with outdoorsy the company was telling the renter one thing and telling me ( the owner ) different information.I was told by outdoorsy, prior to the trip, that the renter had purchased insurance and he was completely covered and responsible for anything even any mechanical issues that might arise during the rental period. After the mechanical issue, a tow truck was called by the local police because the roadside protection my renter had purchased was taking too long. The tow company showed up and called me to say that I could pay $2200 to have the vehicle towed back to my residence. The renter then left my vehicle, put all his things in a U-Haul, and drove himself and his family home therefore Abandoning my vehicle 4.5 hours from me and leaving me with a lot of frustration, stress, hours on the phone and costs to deal with. Outdoorsy has tried to pin the renter and I against each other and has not acted responsibly or honestly. Outdoorsy advised me to hold the renters ****** security deposit (I did not do that because he and his family did not deserve the added costs) and now Outdoorsy is harassing me with emails after I have asked them not to contact me any further asking me to agree to refund the renter from my earnings. I deserve to be compensated for the time and stress that this has caused me.This company is a scam.
Business Response
Date: 04/28/2024
Dear *******,

Thank you for reaching Outdoorsy Customer Support via ********************. We are sorry that your RV had a mechanical issue during the rental and for any confusion with our roadside assistance coverage. Transparency is very important to us. While our roadside assistance partner, Coach-Net, offers valuable assistance, please be advised that there are certain limitations to its coverage. Upon reviewing your account, it appears that your case is handled by our Disputes Resolution team. This is in accordance with our Terms of Service that were agreed to at the time of booking. I've 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"

Please rest assured that our team is actively working on your case. We appreciate your patience and understanding as we work toward an amicable resolution. If you have any questions or concerns, please don't hesitate to reach back out to our Resolution Specialist directly within the email thread that you've been communicating.

Thank you,
************
Outdoorsy BBB Support Specialist
Initial Complaint
Date:04/19/2024
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 requested a full refund from Outdoorsy. We rented a camper through their website for 3/22 through 3/29. the camper was improperly prepared. This resulted in us returning the camper and ending our vacation 4 days early, only having kept the camper 2 full days, one of which was travel, the other we were stuck in leave due to high wind warning. Further, it created life threatening danger for my family and others, as the owner failed to provide the correct equipment for towing along with malfunctioning equipment. I have extensive documentation, including photos, text message threads, company documentation, and emails that substantially my request for a refund. I have shared it with the company three times now. At the start, they told me to work with the owner of the camper. The owner stopped communicating with me. Outdoorsy has refused to help. 11 different people have handled the case, and no one has provided acknowledgement or commitment. They have lost documentation, requiring me to send it multiple times. They have missed commitments to follow up. I am filing the complaint now because, in addition to the continuous and ongoing failure of customer service, they have placed a $500 charge on my credit card without communication, explanation, or justification.Can I please email you the documentation? It is larger than 5MB.
Business Response
Date: 04/23/2024
Dear ****,

Thank you for reaching Outdoorsy Customer Support via ********************. We are sorry you had a less-than-perfect experience 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 ensure that we're always providing the best product possible.

Upon reviewing your account, it appears that the ** was returned with damages and the host filed a damage claim. Please allow me to clarify that we were unable to proceed with our internal dispute process for your full refund request due to the damage claim. It appears that your case was sent to FairClaims for legal arbitration. You'll be notified via email once the host has completed the registration and FairClaims will communicate with both parties for all relevant updates. This process is in accordance with our Terms of Service that were agreed to at the time of booking.

If you have any questions or concerns, please feel free to reach back out to our claims representative directly within the email thread that you've been communicating. You can also contact our Claims team at ************ Mondays to Fridays from 9 AM to 4:30 PM Central.

Thank you,
************
Outdoorsy BBB Support Specialist
Customer Answer
Date: 04/23/2024
Complaint: 21598196

I am rejecting this response because:
1. The insurance claim was already rejected because it isn't covered as part of Outdoorsy's terms and conditions/insurance contract. The claim is not valid according to Outdoorys own company, Roamly. The insurance team already reviewed it.
2. This isn't arbitration worthy. I have delivered indisputable photographic evidence that the terms of the rental agreement were NOT met by the host. The photographic, text message, video documentation is attached (twice) to the Zendesk tickets on my account, and if you would like to review it (because no one at Outdoorsy has yet), you can do so from that thread. The damage occurred because the host failed to provide the correct towing equipment, and there is,again, indisputable evidence from Outdoorsys rental agreement that they were to do so.

I absolutely reject this response. My rental agreement was NOT fulfilled. Plain and simple. I deserve my money back.
The propane was not full
The water lines were not cleared
There was toxic antifreeze (green, not the pink which is the only safe antifreeze for RVs) in the lines
No towing equipment was provided (which caused the damage the owner is claiming. They are responsible for their own damage.)
The city water connection was malfunctioning and missing parts
And more! All of these are clearly, clearly, clearly outlined on Outdoorsys terms and agreements. And they were not fulfilled. I cant say this enough times. The contract was not fulfilled by the owner and. I. have. Provided.Evidence. Many. Times. To. Outdoorsy.
Can someone at Outdoorsy at least say to me "Yes. The owner violated the terms of the contract." ?

No one at Outdoorsy has acknowledged that or that my family not only had a completely ruined spring break or that we were put in life threatening danger.
Every time I send a message to Outdoorsy, somebody new handles my case. I am at over 15 unique people responding.Not once has the same person replied to me.
I and my family are not just an annoying inconvenience, ****. Your terms and conditions were not fulfilled by the owner. Cut. And. Dry. The result? A vacation cut several days short, and life-threatening danger to my family and others on the road.
The only resolution here is an immediate return of my funds. (and I should be reimbursed for purchasing the correct towing equipment and the $500 in gas we spent for nothing. I am not even asking that)

Regards,

*****************************
Business Response
Date: 04/28/2024
Dear ****,

We understand your frustration. Upon review, it appears that we're still waiting for the host to register with FairClaims. Please rest assured that this is the fastest way to reach an amicable resolution. This is in accordance with our Terms of Service that were agreed to at the time of booking. I've 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"

Once again, if you have any questions or concerns, please don't hesitate to reach back out to the claims rep directly within your email thread.

Thank you,
************
Outdoorsy BBB Support Specialist
Initial Complaint
Date:04/17/2024
Type:Order 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.
Rented an RV for the solar eclipse April 5-11, 2024. Outdoorsy is a purposefully difficult service. Luckily I was able to talk w the owner directly for most things. The water tank leaked, there was no heat (in the mountains) and the driving conditions of the vehicle were questionable on the interstate. We drove for ******************************************************* the windshield upon returning home. Thought, no big deal, the insurance paperwork I read said they cover windshield cracks. Owner was very understanding. Since I paid $359 for MANDATORY insurance and then $500 extra for a security deposit, the owner and I figured getting the crack fixed would be a breeze. I have not been able to speak to anyone from the ** to help me. I am a firefighter and my husband is a retired NAVY SEAL. We want to do the right thing for the owner and also have this company honor the insurance. They have directed me to a long contract that was signed but NOT by us. Theyve also changed the terms of the insurance agreement multiple times. This is fraud. They take good peoples money and then will not do the ethical thing by fixing the crack for the owner. After paying $850 in addition to the rent and fees, this more than covers the owner being able to get his RV repaired and for me to not pay any more money out of pocket. I paid $1500 to rent. $850 for insurance and security deposit. The owner only received $829 for the week rental. This is not morally or ethically acceptable. They do not want to serve their customers, the owners or respect that hard working Americans and veterans do not deserve to be manipulated and abused.
Business Response
Date: 04/23/2024
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 and for any confusion with our insurance policy. Transparency is very important to us, and it's our goal to provide our hosts and guests with a smooth and easy claims experience. Upon review, it appears that our claims representative sent you an email with an update on 4/19. 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 for your patience and understanding while we work to resolve this for you as quickly as possible.

Thank you,
************
Outdoorsy BBB Support Specialist
Customer Answer
Date: 04/23/2024
Complaint: 21585371

I am rejecting this response because: no actual actions have been made. I get dismissive acknowledgements from Outdoorsy. This just reinforces the fact they are not planning to do the right thing. I have attached the emails I get in response to my complaint. I have also attached the receipt for the booking that clearly states this crack in a windshield to be covered under the non-refundable, mandatory insurance. This needs to be covered since I was never informed about this insurance being secondary to my personal insurance. I never signed anything acknowledging that I would be responsible for any liability even after paying $350.

Regards,

***************************
Business Response
Date: 04/28/2024
Dear ******,

Thanks for your response. Upon review, it appears that the host was referred to our glass vendor partner, *******, as the crack appears to be rather large and unrepairable. Our claims rep sent you an email on 4/23 advising you about our windshield coverage and deductible. If you have any further questions or concerns, please don't hesitate to reach back to him within your email thread.

Thank you,
************
Outdoorsy BBB Support Specialist
Initial Complaint
Date:03/13/2024
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.
I reserved a camper from this company on 11/12/23 for a future vacation in July *************************************************************************************************** case my family and I were unable to make the trip, so I did. There has been an incident that has come up and we will not be able to make the trip. I was told in order to file a claim I would have to cancel the reservation, which I did on March 5, 2024. My problem is now that there was never a member identification number issued so therefore I am unable to file a claim for reimbursement. I started contacting Outdoorsey by chat, emails and telephone calls on March 1, 2024 and have yet to receive a simple membership ID number in order to file a claim. Now I am still waiting for the number and I am not for sure if there is a time limit in order to file a claim. I have a policy #TXBAXC6883667794, but that number is not recognized when I call the support line number at **************. I have chatted with ***, *********, *******, and I have received emails from **********, but no one is able to help. Sure hope the BBB can.
Business Response
Date: 03/17/2024
Hi ******,

My name is ********, and I'm with the Outdoorsy Experience team. I'm very sorry to hear you had to cancel your reservation and for the negative experience you encountered when requesting a refund. We strive to make every customer experience enjoyable and seamless, and I'm sorry we did not meet that expectation for you.

I've investigated your account interactions and reservation details. Firstly, I'm sorry to hear that your friend fell ill resulting in having to cancel your trip. Please pass along our well wishes. I'm happy to see that you purchased the trip protection as this situation is just one reason we recommend it to all guests. Secondly, I'm sorry to hear there was an issue with your membership number being generated upon booking. We are investigating that more thoroughly to ensure this issue doesn't happen to another guest in the future. As you had purchased the insurance and the membership issue was on our end, I'm happy to share that our support team you interacted with escalated the matter internally resulting in a full refund. You should've received an email from our support team on Thursday, March 14th, notifying you that we processed an additional $1,341.84 refund, in addition to the $165.73 you were originally refunded upon cancellation. Your total refund, $1,507.57, matches your initial reservation charge.

Thank you for sharing your feedback, bringing this issue to our attention, and allowing us the opportunity to amicably resolve this matter with you. We apologize for the delay as we investigated the issue and for any frustration this may have caused. We truly hope we'll have the opportunity to better serve you again in the future.

Thanks so much, and have a great day.
********
Outdoorsy BBB Specialist
Initial Complaint
Date:03/04/2024
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 rents campers via hosts similar to air bnb. My husband and I rented a camper from host ***** via Outdoorsy and on pickup, ***** let us know the electric **** was being weird and not functioning right but stated he didnt get a chance to look at it before our trip. The **** broke on our trip, and we communicated with ***** the entire time, he provided payment to have a new **** put in under emergency service as we were unable to disconnect from our truck. Now ***** reported to outdoorsy we broke the **** and is seeking $965.41 - because of this, Outdoorsy is holding my $500 security deposit.
Business Response
Date: 03/05/2024
Hi ******,

My name is ********, and I'm with the Outdoorsy Experience team. We received your complaint and feedback, and I'm very sorry to hear that you had such a negative experience with our service resulting in a dispute. We strive very hard to make every customer experience enjoyable, and were very sorry that we did not meet your expectations this time.

Although your point of contact regarding anything dispute/-related will continue to be *****, I wanted to reach out and thank you for your feedback regarding your experience. I understand that these situations can be quite stressful. It appears that ***** has received and is reviewing your details and evidentiary documents you submitted. If you have any further questions about your dispute, please don't hesitate to reply to them directly within the email thread that you've been communicating. Although our disputes team strives to reach an amicable resolution for both parties as quickly as possible, please note that this process can take up to 6 weeks to resolve.

Again, I'm sorry to hear that you had such a negative experience. This is most definitely not the intended outcome that we'd prefer our customers to have.

Thanks so much, and have a great day.

*************;
Outdoorsy BBB Specialist
Initial Complaint
Date:03/03/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
From February 13th thru February 17th, 2025 we rented an ** to attend the ********************* in ********, ** as we have done for the past 4 years. The event attracts 600 attendees and over 200 **s.Outdoorsy alleges damage to the vehicle from off-roading, however the vehicle was not driven off-road, it was driven on ********, part of which is unpaved, but it is still a maintained and country signed road. We spent over $1,300 to rent this ** for 4 nights, including over $300 for a mandatory vehicle protection policy, which Outdoorsy is denying coverage under.They are attempting to charge us an additional $693.38 for cleaning the ** and replacement bed covers.The Arizona desert consists of sand, with dust storms occurring as a frequent hazard. Both of these facts are well-known general knowledge, especially to someone who is local to the **************. Despite all human efforts, it is unavoidable that some sand will get on the inside and outside of all vehicles.There were over 200 other **s at this event, many of them rented, our usage of the ** was well within normal use. Additionally, we have been renting an ** for the last four years to attend this event, and no owner has ever even attempted to charge us for cleaning sand.
Business Response
Date: 03/10/2025
Dear *****,

Thank you for reaching Outdoorsy Customer Support via ********************. We're very sorry you had a less than perfect experience with our platform due to your damage claim being denied.

Upon reviewing your account, our investigation revealed that the damages occurred while the vehicle was being driven on roads that were unsuitable for your rented RV. Additionally, it appears on your conversation history with the host that it was known before the trip that the vehicle would be used off-road. Moreover, based on the available information regarding the ********************** the event is held at ************** in ********, which consists primarily of dirt and sand. As this area is not paved for normal vehicle use, it does not meet the definition of a suitable roadway under our terms. Please be advised that vehicles may only be operated on public roads that are maintained and suitable for safe RV driving, per our Terms of Service. I've provided a section of these Terms for your reference.

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

Since we're unable to reach an amicable resolution for your claim, 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.

"If a dispute, claim, or controversy arises between Outdoorsy, a guest, or a host, all parties agree to first notify the other party of the nature of the dispute or claim before initiating arbitration. The parties will attempt to negotiate an informal resolution to the issue. Outdoorsy will contact you at the email address you have provided..."

"If the parties are unable to resolve the claims within 30 days after the notice is sent, the parties agree to initiate arbitration. The party seeking arbitration must notify the other party via email of their intent to pursue arbitration. Arbitration can then be initiated through FairClaims (which may require that a non-Outdoorsy party initiate the process via Outdoorsy) or the ******************************** (***) according to the FairClaims Rules or AAAs Consumer Arbitration Rules, as applicable. Forms for initiating arbitration are available on the ********** and AAA websites. Any settlement offers made by either party must not be disclosed to the arbitrator..."

We want to reassure you that the decision was made after a comprehensive review of all available information. For any questions or concerns about the outcome of your claim, please don't hesitate to contact FairClaims directly at *********************************.

Thank you,
**** *.
Outdoorsy BBB Support Specialist
Customer Answer
Date: 03/10/2025
Complaint: 23015327

I am rejecting this response because:
Despite repeating myself numerous times, you continue to promote the false allegation that the vehicle was was used off-road. The vehicle was NEVER used off-road, the vehicle was only used on "maintained public roadways." while one of these roads is unpaved, it is still a maintained public roadway, and is used by MORE THAN 200 other **s during the ********************* and other times during the year. The Motown Airport has an ** Park with fresh water and a septic ***** field, and is specifically designed for **s.
The sand on the ** was due to a ********** that occurred on Saturday. Dust storms are a common, well-known, and unavoidable natural hazard in ********
I do NOT consent to participate in you arbitration process as you have failed to acknowledge basic facts and continue to make false allegations. This has completely eroded my trust in your (or your agent's) ability to conduct an unbiased arbitration process. Additionally, I do NOT consent to be bound by the findings of your prejudicial arbitration process.
Regards,

***** ****
Business Response
Date: 03/17/2025
Dear *****,

We understand your frustration, and we're sincerely sorry you're dissatisfied with our claims process. Upon review, it appears that you've already signed up with **********. We want to reassure you that this is the fastest way to reach an amicable resolution. Once again, if you have any further questions or concerns, please don't hesitate to reach out to them directly at *********************************.

Thank you,
**** *.
Outdoorsy BBB Support Specialist
Customer Answer
Date: 03/18/2025
Complaint: 23015327

I am rejecting this response because:
I have NOT signed up for Fairclaims.

I do NOT consent to participate in you arbitration process as you have failed to acknowledge basic facts and continue to make false allegations. This has completely eroded my trust in your (or your agent's) ability to conduct an unbiased arbitration process. Additionally, I do NOT consent to be bound by the findings of your prejudicial arbitration process.

Regards,

***** ****
Business Response
Date: 03/24/2025
Dear *****,

Thanks for your response. Once again, we're very sorry you're dissatisfied with our claims and dispute process. Per our Terms of Service I've shared below, the host has opted for the dispute to move forward with arbitration and has already signed up for the hearing; therefore, while we cannot force you to attend, we'd like to strongly encourage you to sign up for this secondary Dispute hearing by clicking the link your Resolution Specialist shared with you via email, as the hearing will commence with or without you present. If you choose not to attend, the arbitrator may award the host the full amount based solely on their evidence alone, which could result in an automatic ruling and judgment against you for payment.

"If a dispute, claim, or controversy arises between Outdoorsy, a guest, or a host, all parties agree to first notify the other party of the nature of the dispute or claim before initiating arbitration. The parties will attempt to negotiate an informal resolution to the issue. Outdoorsy will contact you at the email address you have provided..."

"If the parties are unable to resolve the claims within 30 days after the notice is sent, the parties agree to initiate arbitration. The party seeking arbitration must notify the other party via email of their intent to pursue arbitration. Arbitration can then be initiated through FairClaims (which may require that a non-Outdoorsy party initiate the process via Outdoorsy) or the ******************************** (***) according to the FairClaims Rules or AAAs Consumer Arbitration Rules, as applicable. Forms for initiating arbitration are available on the ********** and AAA websites. Any settlement offers made by either party must not be disclosed to the arbitrator..."

"For the purpose of this Agreement to Arbitrate, disputes, claims, and controversies shall have the broadest possible meaning that will be enforced. This includes any and all issues arising out of or relating to the relationship between Outdoorsy, the guest, and the host. This includes, but is not limited to:

1. Use of Outdoorsys services
2. The interpretation, validity, enforceability, or scope of the Agreement, Terms, or this Agreement to Arbitrate
3. Access to services or transactions (e.g., booking, listing, or sharing a vehicle or stay)
4. The Agreement to ********* itself.

Through this Agreement to *********, all parties intend to arbitrate all disputes, regardless of the legal or equitable theory they are based upon, including contract, statute, regulation, ordinance, or tort (such as fraud, misrepresentation, or negligence). This applies regardless of whether the disputes or claims arose before the parties entered into this Agreement to Arbitrate."

Again, we want to reassure you that this is the fastest way to reach an amicable resolution, so if you have any further questions or concerns, please don't hesitate to reach out to FairClaims directly at ******************* at your earliest convenience.

Thank you,
**** *.
Outdoorsy BBB Support Specialist
Customer Answer
Date: 03/24/2025
Complaint: 23015327

I am rejecting this response because:
After multiple messages you are finally no longer using canned responses. You have wasted hours of my time, this is unacceptable. Please provide a demand letter and an incident report so that I can open a claim with my insurance company and you can waste their time instead of mine.

Regards,

***** ****
Business Response
Date: 03/31/2025
Dear *****,

Thanks for your response. As your case is being handled by **********, please feel free to reach back out to them directly at ******************* for any assistance.

Thank you,
**** *.
Outdoorsy BBB Support Specialist
Customer Answer
Date: 04/01/2025
Complaint: 23015327

I am rejecting this response because:
After multiple messages you have still not provided any meaningful response. You have wasted hours of my time, this is unacceptable. Please provide a demand letter and an incident report so that I can open a claim with my insurance company and you can waste their time instead of mine.

Regards,

***** ****
Initial Complaint
Date:02/12/2024
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.
I rented a campervan from Outdoorsy.Two pieces of damage occurred while I had it. 1/ damage to the awning from it hitting a tree branch.2/ generator muffler exhaust pipe fell off while I was driving down the motorway.I did not deny the damage (although generator pipe falling off was going to happen to anyone from wear and tear).I had paid a $1000 deposit for minor damage and I estimated that this would more than cover both repairs. I was shocked when I was charged an extra $2000 dollars, taking my total expense to $3000 to fix these issues.The awning replacement i had estimated at below $500 and the generator muffler was a simple small weld job with no material expense.I asked Outdoorsy why it cost so much and this was there reply:Unfortunately, even minor damage to RVs can be very expensive to repair. Hearing the cost of repairs for damage to RVs can be shocking. The main reason for the cost is RV repairs are very labor-intensive as many parts have to be removed and reinstalled to complete the repairs.This does not add up. The awning and pipe are both easily accessible.Not only that but they then closed my file as resolved. For me this is tantamount to fraud. I have asked for independent resolution and they have ignored me.If you are reading this - AVOID OUTDOORSY AT ALL COSTS.
Business Response
Date: 02/14/2024
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 reviewing your account, it appears that our claims representative reached out to you earlier today and advised that we're sending your dispute to arbitration with **********. Please click on the link provided in the email and be sure to register within 5 days. Should you have any questions or concerns, please feel free to reach back out to the claims rep directly within the email thread that you've been communicating.

Thank you,
************
Outdoorsy BBB Support Specialist
Initial Complaint
Date:02/08/2024
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 have been trying to sign up for Outdoorsy for over a week now and their app is broken down and their customer service continues to lie to me over and over about how theyve fixed it the problem when they havent
Business Response
Date: 02/14/2024
Dear ****,

Thank you for reaching Outdoorsy Customer Support via ********************. We're sorry to hear you encountered issues with our mobile app. That's definitely not the experience we prefer our users to have. I reviewed your account and see that you've been in contact with our support team on 2/7 and advised that you were all set. Please just make sure that your app is updated with the latest version. You can check your App Store for the latest update. If you still encounter issues or have any concerns, please feel free to reach out to us anytime. We're available 24/7 via chat or by calling ************.

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

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