Complaints

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

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  Outdoorsy, Inc.

  1801 E Cesar Chavez St Austin, TX 78702-4403

  
• 

  Outdoorsy

  6200 Stoneridge Mall Rd Ste 300 Pleasanton, CA 94588

• 

  Outdoorsy

  618 Sanchez Street San Francisco, CA 94114

• 

  Outdoorsy

  1475 Folsom Street, Suite 300 San Francisco, CA 94103

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

• Initial Complaint

  Date: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

• Initial Complaint

  Date:11/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint: 20829495
  
  I am rejecting this response because:
  
  I sent an estimate on the scratch repair of $235, attached, including the vendor phone number.

  the labor for the stabilizer pad is only $87.50, and they will charge me $100 for an appointment with a written quote, I included the vendor phone number.

  please reimburse me the $200 for the gas, $67 for the stabilizer pad. 
  

  since you obviously dont want to pay me the $87 labor or accept my $235 estimate on the scratch repair I will write the balance off to doing business with Outdoorsy.

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

  

  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 a damage claim. Upon review, it appears that our Claims team issued payment to you for the windshield chip on 10/16. Regarding the ancillary charges and overages, our Resolution team has the documentation; however, they also need the invoice/estimate for the repair of the scratches and the stabilizer pad in order to proceed with collecting the fees from your guest. It appears that you've been in contact with our Resolution Specialist regarding this. If you have any further questions or concerns, please feel free to reach back out to her 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

  

  Business Response

  Date: 11/14/2023

  Dear *****,
  
  Thanks for your response. Upon review, it appears that a payout of $267 has been issued to your account. Please feel free to reach back out to your Resolution Specialist within your email thread for any further questions or concerns.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

  Customer Answer

  Date: 11/15/2023

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

  i am settled for less just because it was so bothersome to quarrel over $300 I am of of pocket.

  Very bad experience. 

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

• Initial Complaint

  Date:10/12/2023

  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 Customer Support,I hope this letter finds you well. I am writing to express my deep dissatisfaction and frustration regarding a recent incident involving the rental car I obtained through Outdoorsy. On July 21 - 29, 2023, my rental car, booked under reservation #*******, was involved in an accident in a parking lot. The accident occurred when another driver negligently collided with my rental car.I promptly reported the incident to both Outdoorsy and the owner of the rental car, providing accurate details of the situation. To my disbelief, I was informed that the owner of the rental car had reported a completely opposite version of events to the insurance company, falsely claiming that I was at fault for the accident. Despite the clear evidence proving the other driver's negligence, I have been charged the deductible amount of $1500, which I firmly believe I should not be held responsible for.I am deeply concerned about this situation and would like to understand how Outdoorsy justifies charging me for an accident caused entirely by another party. It is fundamentally unjust and unreasonable to expect me to bear the financial burden of an incident where I am clearly not at fault. I request a thorough review of the evidence and a fair resolution to this matter.I kindly urge Outdoorsy to reconsider this decision and provide a clear explanation of how the company plans to rectify this unjust charge. I trust that Outdoorsy values its customers and upholds fairness and integrity in its operations. I look forward to a prompt response and a resolution that aligns with the facts of the incident.Thank you for your attention to this matter.

  

  Business Response

  Date: 10/18/2023

  Dear Byeongkyun,
  
  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. We'd like to reassure you that the deductible charge is in accordance with our Terms of Service that were agreed to at the time of booking. Under the Rental Contract, the guest is responsible for damages up to the deductible regardless of fault. I've provided a section of these Terms for your reference.
  
  "The Guest who Booked the trip is financially responsible for all physical damage to or theft of a Booked Vehicle that occurs during the Booking, plus any additional costs and fees resulting from damage of any kind to the Vehicle, regardless of who is found to be at fault. This includes damage due to weather and other acts of God. This responsibility applies whether the Guest has their own ***************** or not. All defects and/or damage to the Vehicle noted in the return inspection which are not noted on the completed Vehicle Departure Checklist shall be the sole responsibility of the Guest, and the Guest shall reimburse the Host for the cost of the repair. The Guest is responsible for their own acts and omissions and are also responsible for the acts and omissions of any individuals they invite to, or otherwise provide access to the Vehicle. Unless specifically covered in the applicable excess coverage or protection plan, the Guest is responsible for all other fees and expenses in whatever form, including but not limited to damage to the Vehicle, missing equipment, down time, and the Vehicle Hosts administrative expenses connected with loss irrespective of the cause of damage or loss or the negligence or lack thereof of the Guest."
  
  If you have any questions or concerns, please feel free to reach back out to your claims rep directly within the email thread that you've been communicating.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

• Initial Complaint

  Date:10/05/2023

  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.

  Outdoorsy, the marketplace connecting RV/Campervan owners with potential renters, has a faulty process that gives no power to the customer.If you're a rentee (customer) on ********************** looking at a few different vans at a few different prices, you might want to send requests to a few van owners to see who's the most flexible, responsive, or might even want to further inquire about a specific van. However, Outdoorsy doesn't allow you to message owners until you send a request, and you can't send a request until you put your credit card information on their site. So I did so, and I sent in requests for 4 different vans all for the same dates, asking all of them if they had flexible early pick **** The next day I received a notification that one of my requests were accepted and I was instantly charged. I thought to myself, "Why was I charged? What if I wanted to go with another van owner, they didn't even give me time to reconsider or even wait out my other prospects. Why would they allow me to request 4 vans for the same date? Luckily I purchased trip protection, right? Well, I guess I'll see if I get any other confirmations."Sure enough, the next morning, another van I requested had messaged back and mentioned they were more than willing to allow for an early pickup and willing to increase the daily miles from 100/day to 200/day. I was ecstatic, a great deal and my original renter hadn't even responded to **** went to cancel my original trip but I found out I would be charged %25 of that trip even though I had trip protection. I think that is it such a faulty process that 1. You can't message owners before send a request 2. You get charged instantly if you receive a request because you may still be waiting on others to respond & 3. Even when you get to that point, you can't even cancel it right after being accepted. You have to pay %25 of that trip even with trip protection.Long story short, if your renting, use another service. This one was poorly designed.

  

  Business Response

  Date: 10/12/2023

  Dear Mac,
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We are sorry you had a less-than-perfect experience with our platform and had trouble finding the option to message the host prior to booking. Please allow me to clarify that guests can message a host by clicking on the "Message host" button on the listing overview page before sending a booking request. I've included a screenshot in the attachment for your reference, and we're sorry if it wasn't easy enough to locate on your end.
  
  Guests have the option to make multiple requests for the same booking dates to different hosts while waiting for a response. When one of the requests is confirmed by a host, the others will automatically expire to avoid a duplicate booking. To ensure that a guest is booking their preferred listing and since there's a cancellation policy associated with it, we recommend reaching out to the host directly before sending a request. Upon review, it appears that you recently completed your rental. If you have any questions or concerns, please feel free to contact our 24/7 Customer Support via chat or by calling ************.
  
  We hope this is helpful for you.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

• Initial Complaint

  Date:09/29/2023

  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.

  My husband and I rented a vehicle from Outdoorsy in March 2023 (trip was in July). We were forced to purchase the renter's insurance from Outdoorsy;we chose one with a $1500 deductible. Unfortunately during the trip, a stone hit the windshield, cracked it, and the crack spread and the windshield needed to be replaced. When we returned from the trip, the owners of the van asked us to file a claim. Outdoorsy sent it to Roamly, their insurance company. WITHOUT OUR PERMISSION, ****** charged us $1564.94 for the windshield on Sept 9, 2023 -they claimed they were allowed to do this as they had the credit card on file. They quoted a cost of $1200 for the windshield to the owners, but it it was more. They will not pay the $64.94 because I was listed as the primary driver (because I made the reservation) and my husband was driving (we put that on the claim form). If you see one of the attached jpegs, there wasn't a place to add another "verified driver" on the Outdoorsy website, just "Invite friends and family to join your trip." We have been renting cars for 45 years - "invite" does not mean the same thing as checking a box that clearly indicates "second driver." Unfortunately, the van owners did not verify this fact with us. As well, Outdoorsy has kept half of our $750 deposit (see second jpeg). When I tried to resolve these issues, the call handlers on the initial line try to help, but the claims ***** is very difficult to get in touch with. I am trying desperately to get my insurance company to pay the approximately $1600 for an accident that we did not cause! ! Every other time we have rented a car in over 45 years we use our own car insurance. Forcing us to use their insurance is a very customer unfriendly business model; charging our card without our approval seems illegal. We would like a refund for the $64.94 plus $340.50 and to report the company for charging our card and the utter lack of clarification on the additional "verified driver." Thank you very much.

  

  Business Response

  Date: 10/04/2023

  Dear *****,
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We are sorry you had a less-than-perfect experience with our platform due to the payment for damages charged to your credit card on file. Please allow me to clarify that the charge 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.
  
  "You agree to pay Outdoorsy for any confirmed Bookings made in connection with your Outdoorsy Account in accordance with these Terms by one of the methods described on the Services, including credit card or other payment method authorized by Outdoorsy. You hereby authorize the collection of such amounts by charging the credit card provided as part of requesting the Booking directly by Outdoorsy. You also authorize Outdoorsy to charge the renters credit card in the event of damage caused to Vehicles or Stays as described in these Terms, if applicable."
  
  Upon review, it appears that you are registered as the primary guest and there's no other driver listed in your booking. The option to add a driver is only available prior to departure which is why there is no longer an 'Add a driver' button showing on your trip page. Please be advised that the primary guest who registers and agrees to the Outdoorsy Terms and Conditions is ultimately responsible for any additional drivers insured through Outdoorsys policy.
  
  I verified that the charge claimed from your security deposit is for the mileage overage, and is not related to the damage. Our claims representative reached out to you on 10/2 to provide you with an update, as well as the booking receipt and rental contract. If you have any further questions or concerns, please feel free to reach back out to her directly within the email thread that you've been communicating, or call our Claims team at ************ from 9 AM to 4:30 PM Central Mondays to Fridays.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

• Initial Complaint

  Date:09/27/2023

  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.

  Complaint: 20662473
  
  I am rejecting this response because:
  It is the same response I have already received and there is no concrete evidence that anything is being done in regards to my case or the claim filed for insurance. Why offer a service that you have no intentions of honoring other than offering said service to make money on false pretenses by assuring owners their property is protected and its all a lie? 

  
  
  *******************

  

  Business Response

  Date: 09/30/2023

  Dear ***,
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We are sorry you've had a less-than-perfect experience with our claims process. Although most claims can be resolved within 5-7 days, there are some cases that do take longer. Please rest assured that our claims representative will be in touch with you soon to provide you with an update.
  
  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

  

  Business Response

  Date: 10/10/2023

  Dear ***,
  
  We understand your frustration, and we're sorry for the delay in resolving your claim. Upon review, it appears that our Claims team submitted the estimate from your shop to our appraisers for review and the supplement has been completed. Please rest assured that our claims rep will circle back to you soon to provide you with an update.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

• Initial Complaint

  Date:09/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************oorsy did not complete the transaction properly in order for us to receive the refund owed to us. We are only able to communicate with the Outdoorsy reps who answer the phones for reservations and so forth. The last time we tried to contact Outdoorsy regarding this matter the rep was very rude and hung up on me and the Discover rep.

• Initial Complaint

  Date:09/18/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 09/21/2023

  Dear ****,
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We are so sorry you had a less-than-perfect experience with our service. Upon review, it appears that a full refund has been processed to your payment method on 9/18 for your canceled booking. Please allow **** days for the funds to reflect on your statement. If you have any questions or concerns, please feel free to reach back out to our 24/7 Customer Support team via chat or by calling ************.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

• Initial Complaint

  Date:09/13/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had rented an rv from an individual out of *******, through the website, Outdoorsy. We paid it in full before the trip. However, we we got the rv there were several issues with it, including the air and refrigerator were not working properly and the engine light was on. We were traveling ***** miles total and did not feel safe driving, as we had our small children and elderly dad with us. I reached out to the individual we rented from and he refused to accept a return or give us a refund. We ended up having to rent another vehicle and leave a day and a half later than planned. This costs us a lot of money, much additional costs including another hotel because we lost the original hotel reservations and did not get a return because of the short notice. I reached out to Outdoorsy, and filed a claim. This was the beginning of July and are not giving me any answers as of yet.

  

  Business Response

  Date: 09/19/2023

  Dear *******,
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We are very sorry you had a less-than-perfect experience with your rented RV. That's definitely not the experience we prefer our guests to have. Our guests' safety and comfort are our top priority, so thank you for bringing this to our attention. We'd like to reassure you 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 review, it appears that our Resolutions team is reviewing your dispute. While most disputes are resolved within 14 days, in some cases it may take longer. Please rest assured that our team will circle back to you soon to provide you with an update. If you have any further questions or concerns, please feel free to reach back out to your Resolution Specialist within the email thread that you've been communicating.
  
  Thank you for your patience and understanding while we work to resolve this for you as quickly as possible.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

• Initial Complaint

  Date:09/06/2023

  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.

  I rented my ** out through Outdoorsy from May *****, 2023. Outdoorsy requires the renter to obtain insurance on the ** through their website. The renter of my ** caused $4,991.82 worth of damages to the exterior of the **. The Outdoorsy claim team has received all requested documentation but continues to request the same info repeatedly. To date they have not released any funds towards the claim and keep escalating the claim to a different person. It is my belief that they are delaying the payment with objective of not paying the claim.

  

  Business Response

  Date: 09/12/2023

  Dear *******,
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We are sorry for the delay in resolving your claim. Although most claims can be resolved within 7 days, there are some cases that do take longer. Upon review, it appears that our Claims team is in the process of collecting the deductible from your guest. Please rest assured that they'll be reaching out to you soon to provide you with an update.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist