Complaints

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

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  Outdoorsy, Inc.

  1801 E Cesar Chavez St Austin, TX 78702-4403

  
• 

  Outdoorsy

  1475 Folsom Street, Suite 300 San Francisco, CA 94103

• 

  Outdoorsy

  6200 Stoneridge Mall Rd Ste 300 Pleasanton, CA 94588

• 

  Outdoorsy

  618 Sanchez Street San Francisco, CA 94114

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

• Initial Complaint

  Date: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.

  On 9/11/23 we submitted a claim to outdoorsy for damages sustained to my RV while it was rented on their platform. The claims department said it would take 3-5 days to process the claim but now we are nearing 3 weeks and the claims representative doesnt respond to phone calls or my emails. The damages exceed *****. I dont believe Outdoorsy is doing anything regarding the damages my RV sustained and as a host I pay a hefty fee to outdoorsy as well as the additional insurance the guest paid for. We believe the additional insurance purchased through Outdoorsy is a scam. Outdoorsy should stand by their product and they should process the claim in a timely manner as they stated they would. I should have never trusted this company with my RV. Both renters and hosts should be highly skeptical of the insurance this company sells and the services provided should you actually have an emergency or an accident.

  

  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

  Customer Answer

  Date: 10/02/2023

  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: 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.

  We originally confirmed a reservation through Outdoorsy to rent a motorhome on March 16th. Our trip was scheduled to be from June 27th - July 9th. On June 22nd we were contacted by the owner of the motorhome informing us that it was broken into, and the back windshield had been shattered. As a result, the owner cancelled our reservation. We then rushed to find another motorhome on Outdoorsy. We were obligated to pay a $2000.00 security deposit. Which we did using our Discover Card. Outdoorsy claims to have refunded the $2000.00 on July 16th. However, according to Discover the refund did not go through. We have had many conference calls with reps from both Discover and Outdoorsy. Outdoorsy refuses to give us the contact information for the department that handles these refunds. We have a claim opened with Discover on this matter. It looks as if Outdoorsy put the $2000.00 Security deposit on our Discover card as a charge instead of a hold as it should have been. Discover stated that Outdoorsy 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.

  Customer Answer

  Date: 09/21/2023

  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.
  
  Regards,
  
  ***********************

• 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.

  The company support agents lied about refund policy before cancelation and now refused to issue me a refund.

  

  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

  Customer Answer

  Date: 09/22/2023

  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.
  
  Regards,
  
  *************

• 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

• Initial Complaint

  Date:09/05/2023

  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.

  Requested a ** rental for the labor day weekend. The contract states it's pet friendly so I booked the rental through Outdoorsy and spoke with the host. I was related that I would be able to take my cat Mahogany. The businesses states that they have the money to the host and the host will not return the money to the business for my full refund. The website states that the rental is "pet friendly," but ultimately refused to honor the the ambiguous statement. The businesses did not try to make it right or penalize the host using their platform. The business is forcing me to deal with the host directly but they will not return my calls. I have included the phone records in my complaint. You will see a long call to the host when we were making the deal, and the charge for the rental within 3 minutes of the call. When I told the host about being happy about bringing the cat along he flat out refused to allow her, violating the printed "pet friendly" listing. I told the host that I am allergic to dogs as they are to cats. I attempted to cancel the rental around 11pm, but Outdoorsy would not inform the host until the morning. The host ignored emails and text to insure a filibuster. I believe the host in advertently rented the ** to someone else. Instead of me finding my own **, the dealership instigated the rental from a partner within the dealership, I read the screenshot and the very first item listed is the ** was pet friendly. It was not until I payed for the rental that "no cats" are allowed, and he was not going to refund my money because he would be penalized. This is over $1000 and he has no right to keep money for no services rendered.

  

  Business Response

  Date: 09/09/2023

  Dear *****,
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We are very sorry you had a less-than-perfect experience with our platform due to your host's pet policy. Upon review, it appears that the host stipulated in their listing that they allow dogs; however, cats are not allowed due to allergies. I've included a screenshot of their listing description in the attachment below for your reference. We are sorry that you had to cancel your booking and that the host didn't authorize a mutual cancellation as they would adhere to their strict cancellation policy that was agreed to at the time of booking. If you have any questions regarding your partial refund, please feel free to reach out to our 24/7 Customer Support via chat or by calling ************.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

  Customer Answer

  Date: 09/11/2023

  Complaint: 20558394
  
  I am rejecting this response because I believe the host should reimburse outdoorsy my entire amount. I believe the hast is acting completely childish and lured me to that dealership because of the picture on my driver's permit. They racially profiled frm the start. If the host does not refund I request that the Host be removed from the rental platform for prejudice practices. The Least Outdoorsy can do is offer a replacement rental that offers full pet privileges in exchange to repossess the selfish, childish theft of the host. The free rental should be equivalent to what I the consumed originally was to receive. Check to see if the host will let me rent it in exchange of a refund? 

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

  

  Business Response

  Date: 09/14/2023

  Dear *****,
  
  We understand your frustration, and we are sorry that you feel that the host had preconceptions towards their guests. Discrimination of any kind is not tolerated in the Outdoorsy community. Once again, we're sorry that you canceled your booking due to the host's pet policy. If you'd like to check if the host would let you rent their RV on a different date in exchange for a refund, we recommend that you reach out to them directly within the messaging platform, or contact our 24/7 Customer Support via chat or by calling ************ for assistance.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

• Initial Complaint

  Date:08/29/2023

  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 an ** through outdoorsy in august of 2022. First, there was a fiasco in pickup and the owner kept changing the location and time. We had no other accommodation choices so we went along with the weird pickup requests. There was no walk through, and after settling in we found many things to be non-functional or working poorly. There were damages covered with duct tape in several areas inside and out, the hot water heater didnt work, and there seemed to be a leak in the fresh water tank as it would not stay full. All tank indicators were wrong or not working. Unfortunately, during an extra trip to refill the leaking fresh water, I scraped the ** entry door against a large rock, resulting in cosmetic damage. I reported the damage immediately and took pictures. I received an estimate but never any repair bills, so once my personal insurance denied the claim from outdoorsy, they attempted to collect the deductible of **** from me. I said I needed to see the repair bill first, and was then told it was a total loss. There is absolutely no way that the small cosmetic damage that I caused would result in a total loss, especially when the estimate was significantly less than the value of the **. Either the owner added additional damages to the claim or outdoorsy did, but either way I will not be paying for a total loss claim for a scrape along the door.

  

  Business Response

  Date: 09/03/2023

  Dear *****,
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We are very sorry you had a less-than-perfect experience with our platform due to a damage claim. We'd like to clarify that the only amount due is your deductible of $1,500. Please be advised that even minor damage to RVs can be very expensive. RV repairs are very labor-intensive as many parts have to be removed and reinstalled to complete the repairs. We do not require the host to obtain multiple estimates. Our appraisal team is familiar with the market area and writes estimates to repair damaged RVs back to the condition they were prior to the rental at the lowest possible cost. If you have any further questions or concerns, please feel free to reach back out to the claims representative within the email thread that you've been communicating.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

  Customer Answer

  Date: 09/05/2023

  Complaint: 20537058
  
  I am rejecting this response because:
  Outdoorsy sent me a total of 6 photos of damage on the claim, only ONE of which was caused by me. In addition, they settled the claim as a total loss, which means the repairs were never done, so they are wanting me to pay for repairs that were never done, on a vehicle that was totaled primarily by damages I did not cause. This should not have been on a single claim (the other damages submitted by the owner should have been a different claim with a separate deductible). In addition, on the estimate I was sent, all of the labor charge line items were duplicated, miraculously increasing the "estimate" to just over the **** deductible - FWIW, I was sent the total loss sheet, which valued the ** at over $13k - well over the **** damages from my claim estimate. If I pay anything at all on this claim, it will be less those duplicate charges (and why would I pay labor on a repair that was never completed anyway?). However, since the vehicle was totaled and I was not responsible for the majority of the claimed damage, it seems to me that the owner's deductible would be collected, not mine.
  Regards,
  
  ***********************

  

  Business Response

  Date: 09/08/2023

  Dear *****,
  
  Thanks for your response. Please be advised that physical damage claims paid under comprehensive and collision coverage are paid up to the Actual Cash Value, or ACV, in the event of a total loss. This is in accordance with our Terms of Service that were agreed to at the time of booking. If the ** would not have been totaled, the amount indicated in the estimate is the damages they'd have to repair due to damage to the ** entry door. The items that appear duplicated are separate line items. *** on lines 3 and 5 is the acronym shops use for repair, and REF on lines 4 and 6 is the acronym for refinish. Once again, please feel free to reach back out to your claims representative within your email thread for any further questions or concerns.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist

  Customer Answer

  Date: 09/15/2023

  Complaint: 20537058
  
  I am rejecting this response because:
  I am not rejecting the damages that I caused, however I personally created a claim for a SINGLE incident, damages all visible in a single photo. When I questioned the total loss on the claim, I was sent 6 photos including damages around the vehicle that I most definitely did not cause. These damages should not have been part of my claim, as I did not cause them.
  Regards,
  
  ***********************

  

  Business Response

  Date: 09/21/2023

  Dear *****,
  
  We apologize for any confusion due to the photos of the other damages. We'd like to reassure you that your claim is only for the damage to the ** entry door. The estimate we received for the damage is above the deductible amount, which is why you were charged for the deductible.
  
  We hope this clarifies your concerns.
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist