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.

If you've experienced an issue

Submit a Complaint

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: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
Initial Complaint
Date:01/19/2024
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.
From December 21 to 26, 2023, I rented an **. My error occurred as I entered a tiny gas station and struck the protection pole, severely scratching the driver's side. I changed the angle and drove in reverse right away to reduce the damage. Regretfully, the **'s rear panel was pierced by a tree branch. The incidence occurred at the same minute on the same day. But the assessor believes that there were two incidentsone at the rear of the ** and one on the driver's side. A $1500 deductible was assessed by the assessor for each event, for a total of $3000. Their terms and conditions are quite vague, and they don't offer enough evidence to draw the conclusion that these are two incidents because of changing the direction. I believe it is a single incidence and responsible for only $1500 deductible.
Business Response
Date: 01/27/2024
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 the evidence we have supports two events - a collision with a gas station pump on the driver's side and a collision with a tree on the back side of the *** Please be advised that the insurance coverage with Outdoorsy is provided on a per-loss basis. The incident is considered as two losses and was subject to two deductibles. Please feel free to reach back out to your claims representative within the email thread that you've been communicating for any further questions or concerns.

Thank you,
************
Outdoorsy BBB Support Specialist
Initial Complaint
Date:01/15/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a Westphalia van though outdoorsy ( ******************* 1985 ********** Vanagon ) booking ID *******. During the trip am awning fell on my and chipped my tooth. I filed a report with outdoorsy and made a claim under their liability insurance ( CK62487-6) . As it turned out Outdoorsy is operating in ****** without a liability insurance. I would like the outdoorsy to pay for my dental expenses. My dentist also said I may need a root canal in the near future. I feel that outdoorsy should be responsible for that.
Business Response
Date: 01/23/2024
Dear *****,

Thank you for reaching Outdoorsy Customer Support via ********************. We are very sorry to hear about your injury. Upon review, it appears that your claim was referred to our ******** insurer, ICBC. Please feel free to reach back out to their claims adjuster directly for any questions or concerns regarding the claim.

Thank you,
************
Outdoorsy BBB Support Specialist
Customer Answer
Date: 02/03/2024
Complaint: 21141655

I am rejecting this response because: See below response from ICBC
Hello *****,

Re: ICBC Claim#: CK74284-1
       Incident Date: Nov.30, 2023

Thank you for speaking with us today. As discussed, we ask that you follow-up with the ***************** to discuss claiming for your injury as a result of what you had reported in to us as the awning falling off the parked **. This incident happened while the ** was not in motion and your injury was not the result of a motor vehicle crash.

If the ***************** has any questions, they can check the Enhanced Accident Benefits Regulation in the Insurance (Vehicle) Act under Part 2 for Accidents excluded from application of Part 10 of the Act or they can contact us.

We can be reached at: ************ / ************** Mon-Fri 8:00 am to 4:30 pm (Pacific Time) or by email at *****************.

Regards,

*************************
Business Response
Date: 02/09/2024
Dear *****,

Thank you for the reply and additional detail. We are sorry to hear of the interaction with ICBC. Our Claims team will review with them and be in touch shortly. They are still awaiting your reply to their last email. We encourage and welcome you to reply to them, or email them directly at *********************************

Thank you,

********
Outdoorsy BBB Support Specialist
Customer Answer
Date: 02/09/2024
Complaint: 21141655

I am rejecting this response because: I did respond to the outdoorsy, and they still did not provide me with the insurance that covers the liability on their rentals.

Regards,

*************************
Business Response
Date: 02/20/2024
Dear *****,

Thanks for your response. Our Claims team is working on connecting with ICBC to discuss your claim. Upon review, it appears that our claims rep reached out to you regarding this on 2/15. Please respond to the Outdoorsy Claims email thread at your earliest convenience so they can assist you with a resolution.

Thank you,
************
Outdoorsy BBB Support Specialist
Customer Answer
Date: 02/20/2024
Complaint: 21141655

I am rejecting this response because the only response that I received from Outdoorsy is that the are surprised about ICBC response. The outdoorsy still did not provide the company that would provide the liability insurer that I can submit my claim to.

Regards,

*************************
Business Response
Date: 02/27/2024
Dear *****,

Thanks for your response. Our Claims team is currently working on connecting with an ICBC supervisor to investigate your claim. Please rest assured that they'll get back to you as soon as they have an update. If you have any further questions or concerns, please don't hesitate to reach back out to our Claims team directly within the email thread that you've been communicating.

Thank you,
************
Outdoorsy BBB Support Specialist
Customer Answer
Date: 02/28/2024
Complaint: 21141655

I am rejecting this response because it does not resolve my problem

Regards,

*************************
Business Response
Date: 03/04/2024
Dear *****,

Thanks for your response. Our Claims team is currently working on connecting with an ICBC supervisor to investigate your claim. Please rest assured that they'll get back to you as soon as they have an update. If you have any further questions or concerns, please don't hesitate to reach back out to our Claims team directly within the email thread that you've been communicating.
Thank you,
********
Outdoorsy BBB Support Specialist
Customer Answer
Date: 03/05/2024
Complaint: 21141655

I am rejecting this response because:

Firstly, I acknowledge the importance of the Guest's responsibility to inspect the vehicle before use, as mentioned in the Terms of Service. However, I would like to emphasize that despite conducting a visual inspection, some issues may not be immediately apparent to a non-professional eye. In my case, the vehicle's disrepair became evident only during the actual usage.
Furthermore, I would like to highlight the complexity of assessing the vehicle's operable condition solely based on visual inspection.Some mechanical and safety-related issues may not be visible during such examinations. In my case, the issues I encountered were not immediately apparent during the initial inspection, leading to a delayed identification of the problems.
In conclusion, I believe that the circumstances surrounding my experience warrant a reconsideration of the compensation claim. I have always prioritized safety and adhered to Outdoorsy's guidelines to the best of my ability. However, unforeseen issues arose during the rental period, and I took immediate action to report them.
I appreciate your understanding and look forward to resolving this matter amicably.
Sincerely,
*****

Regards,

*************************
Business Response
Date: 03/12/2024
Hi *****,

Thank you for your reply. We wanted to again share that our Claims team is the liaison with ICBC regarding your claim and have been working with a supervisor to ensure your claim is investigated and handled thoroughly.

The best course of action is to contact them directly using the email thread you've been using to communicate. They'll be able to provide you with the most accurate and timely response, and answer any questions you may have.

Thank you,
********
Outdoorsy BBB Support Specialist
Customer Answer
Date: 03/13/2024
Complaint: 21141655

I am rejecting this response because: It goes back to my original complain. The Outdoorsy operating in ****** without a liability insurance. If they do not have insurance that covers this accident, I expect that they should cover my expenses themselves.

Regards,

*************************
Business Response
Date: 03/17/2024
Hi *****,

Thank you for your reply. We see you've rejected our last responses. To move the situation forward to resolution, please contact our claims team directly as they are handling your claim. They have been working with a supervisor at ICBC to ensure your claim is investigated and handled thoroughly.

The best course of action is to contact them directly using the email thread you've been using to communicate thus far, or emailing ********************************* if you no longer have that link. Unfortunately, due to the privacy of claims and their intimate knowledge of the details, we're unable to take any further action here. However, the claims team is happy to help you and are able to provide the most accurate and timely response, and answer any questions you may have.

Thank you,
********
Outdoorsy BBB Support Specialist
Customer Answer
Date: 03/21/2024
Complaint: 21141655

I am rejecting this response because: I previously attempted to contact your claims department and got nowhere that is why I made a claim though BBB as you guys were passing me from one person to another. I do not believe that this time will be any different. I am not going away until me expenses are paid.

Regards,

*************************
Business Response
Date: 03/29/2024
Hi *****,
Thank you for your reply. We see you've rejected our last responses. To move the situation forward to resolution, please contact our claims team directly as they are handling your claim. They have been working with a supervisor at ICBC to ensure your claim is investigated and handled thoroughly.

The best course of action for resolution is to contact them directly using the email thread you've been using to communicate thus far, or by emailing ********************************** if you no longer have that link. Unfortunately, due to the privacy of claims and their intimate knowledge of the details, we're unable to take any further action here. However, the claims team is happy to help you and are able to provide the most accurate and timely response, and answer any questions you may have.
Customer Answer
Date: 04/03/2024
Complaint: 21141655

I am rejecting this response because: They simply copy and paste previous response and are not doing anything about my complain. They should not be able to operate in ****** without liability insurance and they already told me that they do not have one. I am not contacting ICBC as they already declined my claim and Outdoorsy claim so it is obvious that you are simply ignoring the complain. I am looking forward to instructions on how you are going to pay my expenses as you do not have proper insurance in place.

Regards,

*************************
Business Response
Date: 04/04/2024
Hi *****,

We are truly sorry for your experience. We understand your position, however, we are a peer-to-peer platform designed to connect Hosts and Guests and to provide the protections outlined under our coverages and within our terms of service. We are not present at vehicle handoff and as stated cannot confirm the condition of any vehicle. We did refer your claim to our insurer who advised your loss is not covered under the policy. We have also provided the terms of service agreed to at the time of booking outlining the obligations of each party.

Outdoorsy provides liability coverage through ICBC per our Terms of Service. As you stated the vehicle was in a state of disrepair, please review the Terms of Service below about the Guest's (your) responsibility regarding the inspection of the vehicle. If the vehicle was in disrepair, it should have been reported to Outdoorsy before accepting the keys from the owner.

When your claim was reported, Outdoorsy referred your claim to our insurer, ICBC, and they relayed it does not qualify for coverage. Therefore, at this time, any further dispute would need to be raised with our insurer ICBC.

Outdoorsy's Terms of Service state the following:

We do not make any representations about, confirm, or endorse the safety, roadworthiness, or legal status of any Vehicles beyond our policies that require Vehicle Hosts to ensure their Listed Vehicles are in operable condition, legally registered to be driven on public roads, not subject to any applicable safety recalls, and otherwise satisfy our eligibility requirements, which, depending on Outdoorsys sole discretion, may include requirements that the Vehicle have a clean title (e.g., non-salvaged/ non-branded/ non-washed/ non-written off).

Guests agree to complete a visual inspection of the Vehicle or Stay before beginning use of the Vehicle or Stay. If you find damage in your initial inspection, you must upload same-day photos of such pre-existing damage at the start of your Booking as described here to ensure you are not held responsible for pre-existing damage. If you find damage on your initial inspection and fail to report it, Outdoorsy, third-party administrators, or insurance partners may assume that the damage occurred during your Booking period. If, after your initial inspection, you believe that the Vehicle is not safe to drive or the Stay is not safe to use, please do not use the Vehicle or Stay; instead, please contact the Outdoorsy team immediately via the Services.

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

Customer Answer
Date: 04/04/2024
Complaint: 21141655

I am rejecting this response because:
Dear **************,

Thank you for your prompt response regarding my concerns.While I appreciate your explanation, I must respectfully disagree with your assessment of the situation. Allow me to provide further details and address the points you raised:

1. **Peer-to-Peer Platform**: I understand Outdoorsy operates as a peer-to-peer platform connecting hosts and guests. However, it's crucial to emphasize that as a platform facilitating these transactions,Outdoorsy also bears a level of responsibility for ensuring the integrity and safety of the transactions facilitated through your platform.

2. **Vehicle Condition and Liability Coverage**: I acknowledge your statement regarding the responsibility of guests to inspect vehicles before accepting keys. However, it's important to note that Outdoorsy also has an obligation to ensure that vehicles listed on your platform meet certain safety and operability standards. In my case, the vehicle was in a state of disrepair, which should have been flagged by Outdoorsy before the transaction took place.

3. **Insurance Coverage**: You mentioned that my claim was referred to your insurer, ICBC, who relayed that it does not qualify for coverage. While I understand this decision, it's essential to consider the broader context of the situation and the responsibility that Outdoorsy holds as a facilitator of these transactions.

4. **Terms of Service**: While your Terms of Service outline the obligations of guests regarding vehicle inspection, it's imperative to recognize that there are situations where the responsibility also falls on Outdoorsy to ensure the safety and legality of transactions facilitated through your platform. In cases where vehicles are not in an operable condition,Outdoorsy should take appropriate action to rectify the situation and mitigate any resulting financial losses for guests.

5. **Fair Resolution**: Given the circumstances outlined above, I respectfully request that Outdoorsy reconsider its position and provide fair compensation for the financial losses I have incurred. It's crucial for Outdoorsy to uphold its commitment to ensuring the safety and satisfaction of its users, even in cases where transactions do not go as planned.

I trust that Outdoorsy will carefully review the details of this case and take appropriate action to resolve the matter amicably. I appreciate your attention to this matter and look forward to a positive resolution.

Sincerely,
*****
Initial Complaint
Date:01/04/2024
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 rented an rv through this platform for a road trip to **********. The owners of the ** told us the minute of our arrival that the front ac does not work however they gave us this small fan and stated it has worked for others where it will push the ac from the back unit to the front qith no concerns. We drove to ********** where it was 35 degrees! The small fan did not push the air to the front we had 3 kids sleep on a queen *** while my husband and I suffered in the heat! We couldn't even cook because the generator would overheat and shut off. We paid so much for the use of an rv and we didn't even get to use it! The owner even had documents from where they regularly get the ** checked up and in the document states the ac did not even work before! We had to spend extra money to pay everyday to an rv park that we had not budgeted for. We had several nights where we couldn't sleep because we were so hot and had to leave the door open for fresh air to come in my husband and I took turns sleeping. We were fully exhausted. We had pictures of the vehicle all banged up. I had videos of my conversation with the owner. The husband who stated all the truth refused to speak to us. We went to outdoorsy and they refused to give our money back! We were shown undamaged vehicle were informed the ac would be sufficient and it was not! Outdoorsy did not even ask the owner to submit their documents that would show the ac was not functioning! False advertisement. My parents were witnesses of the conversation regarding the ac with the owner I even have a picture of the fan the owner provided telling us it would push to the front. If there are directions to shorten a video please send it to me as I have pre and post video but the file is too large. I took pictures from some of the video broken awning, mirror being held up by tape, missing piece for emptying the waste was purchased we submitted the reciept as well as we got nothing back!
Business Response
Date: 01/13/2024
Dear *****,

Thank you for reaching Outdoorsy Customer Support via ********************. We are very sorry you had a less-than-perfect experience with your rented RV and our dispute resolution process. This is certainly not the experience we prefer our guests to have. We would like to reassure you that we take all disputes seriously; therefore, a thorough investigation of all evidence provided by both parties was conducted to reach an amicable resolution to your dispute.

Upon review, it appears that we're unable to process a refund from the host's payout due to a lack of evidence. 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 ********** 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:

"You and Outdoorsy agree that any dispute, claim, or controversy related specifically to a payment or insurance claim, under $25,000 in value arising out of or relating to the companys Terms, whether between you and Outdoorsy or between you and other Outdoorsy user, or the existence, breach, termination, enforcement, interpretation or validity thereof, shall be settled by binding arbitration administered by ********** (www.**********.com)"

We want to reassure you that this is the fastest way to reach an amicable resolution. Our Resolution Specialist emailed you on 12/20 and followed up on 12/26 regarding the arbitration process, so 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:12/18/2023
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.
In September 2023 I used Outdoorsy to rent a trailer from ********************************* with an address of ******************************************************************************, a rental agent offering trailers for rent through Outdoorsy. In the process of renting the trailer no mention was ever made of a need to have a brake controller installed on my vehicle until after the rental agent ********************************* had asked me to pay for the rental. After I had paid he claimed the brake controller was necessary before I could pick up the trailer. I made inquiries as to the viability of having this installed and it would take too long before the weekend trip for which I had rented his trailer. As result I asked if I could cancel the reservation and ********************************* agreed to refund my $693.34 payment fully, except for the $135 "Prep Fee". (A copy of the messages exchanged between myself and ********************************* is attached). I agreed. However I have only received half of the refund, $380.01. The final half, less the $135 prep fee leaves an additional $178.33 still owed to me as per ************************************* agreement.I have messaged ********************************* multiple times asking that he complete the refund. He has never indicated he won't pay the refund, but I have not received it, and now he doesn't reply to any messages I send. Outdoorsy apparently does not allow me to post any review on ************************************* listing so I cannot leave a review there to warn others. I believe these are deceptive practices by both Outdoorsy and their accepted agent ********************************* that need to be corrected and other potential renter warned and I would like to get the balance of my refund.I hope the Better Business Bureau can assist in this regard.Thanks
Business Response
Date: 12/25/2023
Dear *******,

Thank you for reaching Outdoorsy Customer Support via ********************. We are sorry you've not heard back from your host regarding your additional refund. No worries, we've gone ahead and issued your requested refund of $178.33 from Outdoorsy to your original payment method. Please allow **** banking days for the funds to reflect on your statement.

Upon reviewing your account, it appears that you've not reached out to us directly regarding this, so if you have any questions or concerns about your Outdoorsy booking in the future, please don't hesitate to contact us anytime. Our Customer Support team is available 24/7 via email, chat, and phone at ************.

Thank you,
************
Outdoorsy BBB Support Specialist
Initial Complaint
Date:12/01/2023
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 stolen on 09/07/2023 while on an approved Outdoorsy trip. Five days later the police recovered it and we had it towed to a repair facility with our own money ($1200+).Now almost 3 months later and we still havent received payout for our ****** has massive damages and drugs were found so it is not safe to drive or use. Our rep at outdoorsy has been impossible to communicate with and only sends emails once in a blue moon and never responds to me or our repair facility.This has been a terrible experience and I hope to help future customers avoid being treated so poorly.Claim for Booking ID - *******
Business Response
Date: 12/05/2023
Dear ****,

Thank you for reaching Outdoorsy Customer Support via ********************. We are sorry you've had a less-than-perfect experience with our claims process. While most claims are processed within **** days, some cases do take longer. Please be advised that usually, RV valuations take a bit longer than **************. Upon review, it appears that our claims rep provided you with an update earlier today. If you have any further questions or concerns, please feel free to reach back out to them directly within the email thread that you've been communicating.

Thank you,
************
Outdoorsy BBB Support Specialist
Initial Complaint
Date:11/27/2023
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 is a fraudulent company scamming people by delayed contact until the very last minute of expected travel. I provided all necessary information requested of me multiple times but the company is refusing to acknowledge receipt. The owner of the ** states they will not release the vehicle to me until the Outdoorsy company provides the details for insurance purposes. *** told the company multiple time that since they cannot figure out what they are doing that I wanted a refund and would not be utilizing the **. They are now refusing to cancel the transaction
Business Response
Date: 12/02/2023
Dear ********,

Thank you for reaching Outdoorsy Customer Support via ********************. We are sorry you had a less-than-perfect experience with our service due to an issue with your ID verification. Upon reviewing your account, we confirmed that the issue was resolved and that you were verified as an insured driver on 11/24, so your booking was all set. It appears that you requested your host on 11/23 to cancel your reservation due to the $99 additional fee for an early pickup. We're sincerely sorry that the host didn't authorize a refund as they would adhere to their strict cancellation policy that was agreed to at the time of booking. We've gone ahead and refunded you $152.85 for the unused protection package, $65.90 tax, and $95.02 service fee from Outdoorsy - a total of $313.77 as a courtesy. This will be reflected in your account within **** banking days. For any questions or concerns, please feel free to contact our 24/7 Customer Support via chat or by calling ************.

Thank you,
************
Outdoorsy BBB Support Specialist
Initial Complaint
Date:11/27/2023
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 rented an RV on Outdoorsy in June 2023. And on June 24th, they charged me a security deposit of $748.61. According to their explanation, this $748.61 was in a pending, on-hold status. After returning the vehicle, they conducted an inspection and said they would deduct $260.25 for cleaning and refueling, with the remaining $489.75 to be returned to my account around August 9th. However, on August 9th, instead of releasing $489.75, my account was debited $260.25, and the $748.61 charged on June 24th didn't show as pending but appeared to have been deducted outright. I've confirmed this with my bank multiple times, and they state that my account was charged a total of $748.61 + $260.25 = $1008.86. However, Outdoorsy insists they only deducted $260.25. Despite multiple attempts at negotiation, we haven't reached a resolution.Attached is my bank statement printed on October 23rd, where I've highlighted in pink marker the two transactions. It's clearly visible that these two amounts were actually debited from my account. Additionally, I've included Outdoorsy's email explaining the charges, which, in my opinion, doesn't align with the actual situation as shown in my bank statement.
Business Response
Date: 11/28/2023
Dear *********,

Thank you for reaching Outdoorsy Customer Support via ********************. We are sorry for any confusion with our security deposit policy. We'd like to clarify that a security deposit hold 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 review, it appears that $260.25 was claimed from your $750 security deposit on 8/9 for ancillary charges. We'd like to reassure you that the remaining $489.75 was released to your account. Please refer to the booking receipt in the attachment below for your reference. Since the security deposit is just a temporary hold, please be advised that the remainder won't appear as a refund credit on your bank statement.

If you have any further questions or concerns, please feel free to contact our 24/7 Customer Support at ************, or you may reach back out to your bank directly.

Thank you,
************
Outdoorsy BBB Support Specialist
Initial Complaint
Date:11/15/2023
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.
Rented two RVs via Outdoorsy contract established months prior to event where I was hosting 12 guests - 6 per RV.One RV which was assessed as undriveable by Outdoorsy Owner at time of designated pick-up specified by Outdoorsy Owner.Outdoorsy was unable to ID a replacement for RV. I did find a replacement without assist from Outdoorsy team. Replacement was approximately $1000 more expensive than the original contract due to short notice and minimal selection and reaction time. Other expenses were incurred as a result due to need for an additional car estimated at $65.I contacted Outdoorsy for consideration and "Macky" indicated that all they would provide for recompense was $150 credit towards another rental.I would like to be refunded the difference between the original unfulfilled contract and the contract for the last minute replacement.
Business Response
Date: 11/23/2023
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 booking being canceled. That's definitely not the experience we prefer our guests to have. Although we do everything possible to prevent cancellations, they sometimes happen - especially due to damage from a previous rental. We recognized that this was a pain point for our guests, so we have a team that's dedicated to assisting with last-minute cancellations. We'd like to reassure you that we strongly discourage hosts from canceling their guests' bookings. A host's rating can be negatively impacted when this occurs, as well as a financial penalty being imposed.

We're sorry that there was a very limited inventory of replacement vehicles on your dates. Upon review, it appears that our Concierge team searched for a replacement and contacted hosts with similar RVs in the area; however, you advised them that you already found a replacement somewhere else and requested to close your request with them. Our Concierge Specialist reached out to you to offer the $150 credit for future booking as a token of our regret for the inconvenience but they didn't get a response and were unaware that your replacement booking was also within our platform. We're so sorry that we no longer are unable to refund the price difference at this time, but we're pleased to inform you that we've processed a $150 refund to your original payment method on 11/22 as a courtesy. I see that you've been in touch with our Customer Experience team regarding this. If you have any questions or concerns, please don't hesitate to reach out back out to them directly within the email thread that you've been communicating.

Thank you,
************
Outdoorsy BBB Support Specialist
Customer Answer
Date: 12/07/2023
Complaint: 20873911

I am rejecting this response because: my losses and inconvenience far, far outweigh a CREDIT use their system again.
Further, I received a call from Outdoorsey asking for more details. I provided these and they promised to get back to a week ago and did not.

Regards,

***********************
Business Response
Date: 12/12/2023
Dear ******,

We're sorry you're dissatisfied with the $150 refund and $150 credits. While we certainly regret that you had such a negative experience, we are unable to process additional refunds and credits as your replacement booking was made outside the Outdoorsy Concierge team.

We sincerely regret any frustration this has caused you. This is most definitely not the intended outcome we'd prefer you to have with Outdoorsy.

Thank you,
************
Outdoorsy BBB Support Specialist
Initial Complaint
Date:11/08/2023
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.
Dear Outdoorsy,I reached out about 2 months after I originally booked my van. It took over a month to hear back from the customer service team and the host themselves before being able to extend my trip. Now, less than ************************************************************************ an accident and they cant fulfill my rental. They said they reached out to customer service to cancel. **************** told me they have not. The customer service team has been less than helpful throughout this whole process. As a customer you would think they would give you some support. They give none. I feel like I am being scammed by the host and outdoorsy at this point. If you are looking to rent an rv/van look elsewhere. You will not be satisfied with outdoorsy at all.
Business Response
Date: 11/09/2023
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 booking being canceled. That's definitely not the experience we prefer our guests to have. Although we do everything possible to prevent cancellations, they sometimes happen - especially due to damage from a previous rental. We recognized that this was a pain point for our guests, so we have a team that's dedicated to assisting with last-minute cancellations. Additionally, we'd like to reassure you that we strongly discourage hosts from canceling their guests' bookings. A host's rating can be negatively impacted when this occurs, as well as a financial penalty being imposed.

Upon review, it appears that a full refund has been issued to your original payment method yesterday. Please allow **** banking days for the funds to reflect on your statement. If you have any further questions or concerns, please feel free to contact our 24/7 Customer Support via chat or by calling ************.

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

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