Complaints
This profile includes complaints for Outdoorsy, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 153 total complaints in the last 3 years.
- 52 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/14/2025
Type: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.
I have had outdoorsy for a while never had to do a claim. However a driver caused issues to my vehicle and outdoorsy is giving me the runaround. The main reason I went with outdoorsy is because they had good coverage. Now that I am having to do a claim I can't get them to respond to me. I have called the claims line with no answer, I have emailed the claims department and nothing. I'm very disappointed with this. Outdoorsy is saying I have to contact progressive and progressive says I have to contact outdoorsy. Now I have a Van that still isn't fixed.
Business Response
Date: 07/23/2025
Dear April,
Thank you for reaching Outdoorsy Customer Support via ********************. We're so sorry you had a less-than-perfect experience with our service due to a damage claim. We've recently received an influx in our contact volume, and we sincerely apologize for the delay in following up with you regarding your claim.
Upon reviewing your account, I verified that our appraisal team has completed the preliminary estimate on 7/18 and a payment of $1,469.99 was issued to your connected bank account, so your claim has been resolved. Should you have any further questions or concerns, please don't hesitate to reach back out to your claims adjuster directly within the email thread that you've been communicating in.
Thank you,
**** *.
Outdoorsy BBB Support SpecialistCustomer Answer
Date: 07/23/2025
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. Thank you for reaching out and taking care of this issue quick.
Regards,
***** ********Initial Complaint
Date:07/14/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I booked a rental through their website and the overall experience with the renter was good. However, upon getting billed I felt incredibly misled as to the overall cost of the trip. The average going rate for mileage overages is between .25 and .75 per mile ******** They advertised 100 free miles and an overage fee after that. On the mobile site we used it was never specified how much that would be. They even had a section on there that says fees that it was not included in. Anywhere in the average going rate wouldve been acceptable and we wouldnt have been too surprised. Apparently, in the fine print and in an incredibly difficult to find spot (it took the customer service **** who is familiar with the site, about 5 minutes to find it when we called and asked about it) it specified $2.50/mile. I understand that it is my responsibility to read all of the fine print and my being taken advantage of is due to my failure to do so, but I feel it is incredibly deceptive to hide that kind of information that resulted in my being charged an additional almost $5000 dollars when I was expecting it to be around $1500.Business Response
Date: 07/23/2025
Dear ****,
Thank you for reaching Outdoorsy Customer Support via ********************. We're sorry you had a less-than-perfect experience with our platform due to the mileage overage fee on your booking. We understand how unpleasant unexpected fees can be, so we sincerely apologize for any frustration this has caused you.
Transparency is very important to us, so we'd like to reassure you that all add-ons and overage fees, such as excess mileage, are clearly indicated on our listing pages, as well as in the booking receipt. I've provided a screenshot and the receipt in the attachment below for your reference. Additionally, please allow me to clarify that since we're a peer-to-peer marketplace and all of the RVs are independently owned, add-on fees such as mileage are set by individual hosts and can vary from listing to listing.
Upon reviewing your account information, it appears that you've been in contact with our support team and our senior support agent emailed you on 7/14 to address your concerns about the overage, so if you have any further questions or need assistance, please don't hesitate to reach back out to them directly within the email thread that you've been communicating in.
Thank you,
**** *.
Outdoorsy BBB Support SpecialistInitial Complaint
Date:06/30/2025
Type: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 have been renting our ** through Outdoorsy for a couple years now. We had read several complaints but we figured we would list the ** on a couple rental sites and see how it goes. Apparently we were very lucky that the people renting hadnt caused or had any major damage because when we finally had significant damage to be repaired Outdoorsy doesnt want to cover ANY of it. When our ** came back, the renters told us that they must have forgotten to latch the huge storage door and it opened while they were driving causing it to smash into the road while they were driving. This is a door that you cant buy anymore and needs to be special ordered for $500. Outdoorsy claims in order for them to cover it, it needs to have a collision with something. It had a collision with the road while driving on a highway. I dont know how what more they could ask for. The door will not close now and is a hazard. They will also not cover ANY of the interior damage. When we talked to the renters about the damage they told us they specifically paid for the extra charge of interior insurance for the ** just incase since they had 5 kids. The sink and a window mounted cup holder were both partially ripped off the counter and wall. 3 window screens were also ripped out. Outdoorsy will also not cover this! I am not sure what people are even paying them for at this point. They made us jump through hoops and ask the renters to try to go through their insurance and then we had to send them the denial that their own car insurance wouldnt cover it, just to turn around and tell us they also wont cover anything. Meanwhile our ** is a mess. Now they are saying to go through another company just to waist more time as it has been weeks of them playing games with us at this point. We are very upset with Outdoorsy. Before this we would have referred them to everyone. We have had numerous rentals through them and will no longer be dealing with them. The amount of complaints I see now is no shock.Business Response
Date: 07/08/2025
Dear ****,
Thank you for reaching Outdoorsy Customer Support via ********************. We're very sorry you had a less-than-perfect experience with our service due to a damage claim.
Upon reviewing your account, our investigation determined that neither a collision nor a comprehensive event has attributed to the damages that occurred during the rental. With this claim requirement not being met, we're sorry that we're unable to provide coverage for your claim. Additionally, interior damage is not covered under Outdoorsy's Comprehensive and Collision policy. This is in accordance with our Terms of Service, which were agreed to at the time of booking. I've provided sections of these Terms for your reference.
"Covered Damages - Outdoorsy will pay for sudden, direct, and accidental loss to the listed vehicle for damages covered under our Comprehensive and Collision policy. Payments will be issued to the legal owner of the listed vehicle unless otherwise specified by the legal owner.
Our Collision coverage applies when the covered vehicle sustains damages as the result of a collisionan impact with an object or another vehicleor the upset of the vehiclee.g. roll an RV on its side.
Comprehensive (sometimes called other than collision) coverage applies to the following: falling objects, fire, theft or larceny, explosion or earthquake, windstorm, hail, water or flood, malicious mischief or vandalism, contact with bird or animal, or broken glass."
"Interior damage is not covered under Outdoorsys Comprehensive and Collision policy; guests can purchase the optional Damage Protection for interior damage coverage."
Since we're unable to come to an amicable resolution to your claim, the next course of action would be arbitration with FairClaims, per our Terms of Service. Both parties have the opportunity to submit their side of the story and any documentation to be reviewed by trained legal counsel.
"If a dispute, claim, or controversy arises between Outdoorsy, a guest, or a host, all parties agree to first notify the other party of the nature of the dispute or claim before initiating arbitration. The parties will attempt to negotiate an informal resolution to the issue. Outdoorsy will contact you at the email address you have provided..."
"If the parties are unable to resolve the claims within 30 days after the notice is sent, the parties agree to initiate arbitration. The party seeking arbitration must notify the other party via email of their intent to pursue arbitration. Arbitration can then be initiated through FairClaims (which may require that a non-Outdoorsy party initiate the process via Outdoorsy) or the ******************************** (***) according to the FairClaims Rules or AAAs Consumer Arbitration Rules, as applicable. Forms for initiating arbitration are available on the ********** and AAA websites. Any settlement offers made by either party must not be disclosed to the arbitrator..."
We want to reassure you that this is the fastest way to reach an amicable resolution. Should you have any further questions or concerns, please don't hesitate to reach back out to your claims *** directly within the email thread that you've been communicating in.
Thank you,
**** *.
Outdoorsy BBB Support SpecialistInitial Complaint
Date:06/30/2025
Type: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 made a reservation on Outdoorsy for the weekend of 6/28/25 about a 3 weeks prior. The host confirmed the trip and I entered my information for ID verification. Weeks go by and the host informs me that ID verification has not been completed. I call Outdoorsy customer service and the ***ly is "We don't know what happened." The host cancels the reservation a day before. I call Outdoorsy and they say they will communicate with the host and re book the reservation. Great. They do, he confirms. I call customer service back, again, my ID has not been verified even though they have ALL my information. ID picture, facial profile, everything! I call and what does the *** say? "I don't know." The verification is handled by someone that they can't get a hold of. So no one knows what's going on and they've already taken my money, twice!? Reserving a vehicle shouldn't be this hard. You shouldn't be in business if no one at your company knows what's going on.Business Response
Date: 07/08/2025
Dear ******,
Thank you for reaching Outdoorsy Customer Support via ********************. We're sorry you had a less-than-perfect experience with our ID verification process. Upon reviewing your account, it appears that your driver verification initially failed. This can be due to a variety of reasons, but as our verification methods are proprietary, we're unable to share any specific factors that may have caused the initial failure of driver verification. The process considers things like license status, driving history, background check, publicly available information, and many other factors.
We're sincerely sorry that your original booking was canceled due to failed verification. That's definitely not the experience that we want for you. Upon further review, it appears that the issue was resolved by our Trust and Safety team, so you were verified as an insured driver and your booking was all set. We hope you had a great experience with your rental. Should you have any questions or concerns, please feel free to reach out to us anytime. Our Customer Support team is available 24/7 via email, chat, and phone at ************.
Thank you,
**** *.
Outdoorsy BBB Support SpecialistInitial Complaint
Date:06/26/2025
Type: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 back in January 2025. We had paid and the trip was only *****. I made multiple payments starting from Dec 2024 through January 2025. Now 6months later they are charging my card ****** with no explanation...they did this two months and promised this was resolved but yet here we are again..Business Response
Date: 07/01/2025
Dear Sacha,
Thank you for reaching Outdoorsy Customer Support via ********************. We're very sorry you had a less-than-perfect experience with our platform due to a damage claim charge. Upon review, it appears that the $500 deductible wasn't collected at the time your security deposit was released, so the deductible was still owed. I verified that our claims representative has reached out to you regarding the claim, so if you have any questions or concerns, please don't hesitate to reach back out to them directly within the email thread that you've been communicating in.
Thank you,
**** *.
Outdoorsy BBB Support SpecialistCustomer Answer
Date: 07/05/2025
Complaint: 23518377
I am rejecting this response because:
Regards,
Sacha MorrisdorseyInitial Complaint
Date:06/24/2025
Type: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 payout for renting my rv was not deposited due to issues with my checking account. I updated my checking account, but it has yet to be deposited. Ive called numerous times, Ive been told it was escalated to engineering. Outdoorsy does not provide me any explanation as to why they cannot fix it at this time although they have expressed it is a known issue. They wont give me any explanations. They have no *** on the fix. Also, I am renting my RV out again, and I feel like I wont receive this payment either due to website issues. This is hindering my business if rv share. The longer they take to look into or work in my issue, is money Im not making. If this was a known issue, like they say and have fixed it before, why is it taking longer than 10 days to fix the known issue that my account is having? They are giving me a run around about my payment. They have told me that issuing another form of payment besides through the app, will take even longer than it does now. I spoke with **** from outdoorsy, and even after 9 days, he told me that it probably wont be fixed by Wednesday, so to call back after that. Well, if they know the issue wont be fixed by Wednesday, then that confirms that outdoorsy does not want to pay me the funds from renting my rv, and they are refusing to fix the known issue on their website. It still says pending authorization. There is nothing for me to authorize.Business Response
Date: 07/01/2025
Dear ****,
Thank you for reaching Outdoorsy Customer Support via ********************. We're so sorry you've had a less-than-perfect experience with our service due to the delay in receiving your payout on your last returned booking. Upon review, it appears that there was an issue with your connected bank account, which caused the delay. We'd like to reassure you that payouts are issued by Outdoorsy to hosts 48 hours from the booking start date, so I verified that your payout on your current booking was successfully processed to your account on 6/30. Please rest assured that we'll follow up with our Payments team regarding your other payout, and our support *** will get in touch with you soon to provide you with an update. Should you have any further questions or concerns, please don't hesitate to reach our 24/7 Customer Support team at ************.
Thank you for your patience and understanding while we work to resolve this for you as quickly as possible.
Thank you,
**** *.
Outdoorsy BBB Support SpecialistCustomer Answer
Date: 07/02/2025
Complaint: 23508390
I am rejecting this response because:
The payout was not initially complete correct, because of the issue of my bank account not being connected. The complaint was that even AFTER I connected my account, the website would not let me confirm my account. When I called outdoorsy multiple times, I was told that it was a known issue and that there was nothing else to do on my side. I had ALREADY fixed my account and even received a confirmation that the account was valid. I was still not getting paid, regardless of the account issue that I, myself, had already fixed. The issue was that Ourdoorsy was not fixing there known issue with the engineering department in a timely manner, AND THAT is what was holding up the payments. This was not something prolonged due to me not changing my account, I did my part already, outdoorsy failed to do theirs. Now, I have since been paid, thank you, and I dont see any other issues at this time. But I want it to be clear, this was an outdoorsy engineering issue and the reason that other hosts such as myself, need to know about, if they are not getting their payouts. Thank you.
Regards,
**** *******Initial Complaint
Date:06/17/2025
Type: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.
April 6th & 11th, 2025 i committed to renting a ********** cOACH Class B van advertised as vans owned by private owners, this one owned by ***** *******, though this company. However, when I attempted to pick up the van it was a company van with logos. It was filthy, rusted refrigerator, microwave, toilet order was unbearable, carpet was filthy, torn seats. It is also advertised as a 2023 ********** COACH but the **** clearly shows it is a 2021 van. THIS IS CLEARLY FRAUDULENT. When I address the issues with the owner/company they refused to give me a refund. I even had **** reverse the charges but they are re-charging me due to the strength of this company's refund policy, which is a trap.Business Response
Date: 06/19/2025
Dear ******,
Thank you for reaching Outdoorsy Customer Support via ********************. We're very sorry to hear that your rented RV didn't match the listing information. That's certainly not the experience we prefer our guests to have. We'd like to reassure you that we have processes in place to ensure that all listings on our platform are verified and validated before they're published, so please rest assured that we've passed your feedback along to our Trust and Safety team so we can investigate the host's listing to ensure accuracy.
Upon reviewing your account, it appears that your reservation was booked directly through the dealer's website, and not with Outdoorsy. Since your booking was made outside the Outdoorsy platform, please be advised that any refunds or disputes are handled directly with the dealer. I see that our Customer Experience team has reached out to you regarding this, so 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 in.
Thank you,
**** *.
Outdoorsy BBB Support SpecialistCustomer Answer
Date: 06/24/2025
Complaint: 23479264
I am rejecting this response because:s advised I am formally requesting a refund for the rental amount of $2988.34 for the ** van I rented from you for delivery on April 25, 2025.
Upon going to ************************** to rent a van from a personal owner, I was diverted to your site and rent a 2023 ********** Coach van. In good faith I paid for the van as advertised only to find on April 25th, it was a company vehicle with logos and the condition of the van was not satisfactory.
I spoke to you, expressed my displeasure with the advertisement and the deceptive manner in which it is posted, and the condition of the van and refused delivery. You then told me I had no choice but to accept the van and you would not give me a refund.
Therefore, I have reached out to Outdoorsy regarding the misleading and deceptive ad, as well as the all BBB's that are affiliated, and will seek legal action to recover my funds if necessary.
I await your second (2nd) response to my request.
Regards,
****** ******Business Response
Date: 07/01/2025
Dear ******,
Thanks for your response. Once again, since your booking was made directly with the dealer and not through Outdoorsy, any refunds or disputes are handled directly with them. Please be advised that Outdoorsy is not holding any monies for your booking, as the booking transaction was made outside our platform. You may also check the option of filing a dispute with your bank.
Thank you,
**** *.
Outdoorsy BBB Support SpecialistInitial Complaint
Date:06/16/2025
Type: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 have an ** that we rent out through outdoorsy. The renter purchases renters insurance through the company. The renter broke the awning during the rental time period. He imitated the claim to the company. We sent time stamped photos from before the departure period request. We also took pictures of the damages. We got a quote and were told to move forward with fixing the ** with a reimbursement coming. I sent multiple follow up emails over a series of days/weeks with no response. We received a letter via email today stating our claim was denied because the damage was already done. This is not true and the renter can verify. The total cost was approx 1800 and has caused the ** to be out of commission for ourselves and others. I will attached documentation.Business Response
Date: 06/19/2025
Dear Sheffield,
Thank you for reaching Outdoorsy Customer Support via ********************. We're very sorry you had a less-than-perfect experience with our service due to your damage claim being denied.
Upon reviewing your account, our investigation revealed that the photo evidence shows that the damage to the awning already existed at the start of the booking. Additionally, it appears that the guest advised that there was pre-existing damage before departure. Per our Terms of Service, please be advised that the Outdoorsy Protection Package coverage is only applicable for incidents occurring during the rental period.
Since we're unable to come to an amicable resolution to your claim, the only option at this stage is to send your case to FairClaims for legal arbitration. Both parties have the opportunity to submit their side of the story and any documentation to be reviewed by trained legal counsel. This is in accordance with our Terms of Service, that were agreed to at the time of booking. Ive provided sections of these Terms for your reference.
"If a dispute, claim, or controversy arises between Outdoorsy, a guest, or a host, all parties agree to first notify the other party of the nature of the dispute or claim before initiating arbitration. The parties will attempt to negotiate an informal resolution to the issue. Outdoorsy will contact you at the email address you have provided..."
"If the parties are unable to resolve the claims within 30 days after the notice is sent, the parties agree to initiate arbitration. The party seeking arbitration must notify the other party via email of their intent to pursue arbitration. Arbitration can then be initiated through FairClaims (which may require that a non-Outdoorsy party initiate the process via Outdoorsy) or the ******************************** (***) according to the FairClaims Rules or AAAs Consumer Arbitration Rules, as applicable. Forms for initiating arbitration are available on the ********** and AAA websites. Any settlement offers made by either party must not be disclosed to the arbitrator..."
We want to reassure you that this is the fastest way to reach an amicable resolution. Should you have any questions or concerns, please feel free to reach back out to your claims adjuster directly within the email thread that you've been communicating in.
Thank you,
**** *.
Outdoorsy BBB Support SpecialistCustomer Answer
Date: 06/19/2025
Complaint: 23467542
I am rejecting this response because:The customer did not tell us anything was damaged before the trip. If he had we wouldnt have sent the *** The ** returned to us was completely broken. The awning was operating. If they noticed it was broken then why would it have been opened and used during a rainstorm.
The renter actually sent is the deductible to go towards the total cost. I dont think anyone would do that if it was not already damaged. I have attached the cash app money screenshot. Although we are thankful he gave us the money from the damage they inflicted, we are asking you all to cover the additional ******. This is actually a lot of money out of pocket for a family like ours. We trusted this process. If not, we will proceed with the next step in small claims. I think it is clear the damage happened after based on that kindest extended to us. We would like to continue being an outdoorsy customer but this makes it difficult to trust the process. I hope you understand our frustration and confusion with what the renter and Outdoorsy is communicating to us. It is very conflicting
Regards,
Sheffield *******Business Response
Date: 06/26/2025
Dear Sheffield,
We understand your frustration, and we're sincerely sorry you're dissatisfied with our claims process. Once again, since we're unable to come to an amicable resolution to your claim, the only option at this stage is to refer your case to FairClaims to make a fair, unbiased, and legally binding decision, per our Terms of Service. Please don't hesitate to reach back out to your claims adjuster directly within your email thread for any questions or concerns about the arbitration process.
Thank you,
**** *.
Outdoorsy BBB Support SpecialistCustomer Answer
Date: 06/26/2025
Complaint: 23467542
I am rejecting this response because:The renter filed a claim, followed up, and per the message I screenshot I sent paid the deductible to us. How is that not an admission of guilt? How does that covered? We cant let something like this happen. Any renter can say it didnt happen and you just say ok? He told us they left it open in the rain. He never called during that time or reached out to you all. I just dont understand why that would take place literally words from the renter to us and you say it didnt happen on our end. I cannot imagine being out 1800 if he had not paid some. We dont have that kind of money whatsoever so your decisions are impacting a customer of yours. Please explain how you dont see this as an admission of guilt
Regards,
Sheffield *******Business Response
Date: 07/01/2025
Dear Sheffield,
We're very sorry you're dissatisfied with the outcome of your claim. Although the guest reported the damage, our investigation revealed that the photo evidence shows pre-existing damage to the awning before departure. After thoroughly reviewing the case and the evidence provided by both parties, we made our decision in accordance with our policies and procedures. We want to reassure you that our primary goal is to be fair and impartial to all parties involved.
In order to protect all of our customers in the case of a dispute, we provide a free outside resolution platform, **********, to make a fair, unbiased, and legally binding decision. Once again, since we're unable to come to an amicable resolution to your claim, we want to reassure you that this is the fastest way to reach an amicable resolution. Should you have any questions or concerns about the arbitration process, please feel free to reach back out to your adjuster directly within your email thread.
"If a dispute, claim, or controversy arises between Outdoorsy, a guest, or a host, all parties agree to first notify the other party of the nature of the dispute or claim before initiating arbitration. The parties will attempt to negotiate an informal resolution to the issue. Outdoorsy will contact you at the email address you have provided..."
"If the parties are unable to resolve the claims within 30 days after the notice is sent, the parties agree to initiate arbitration. The party seeking arbitration must notify the other party via email of their intent to pursue arbitration. Arbitration can then be initiated through FairClaims (which may require that a non-Outdoorsy party initiate the process via Outdoorsy) or the ******************************** (***) according to the FairClaims Rules or AAAs Consumer Arbitration Rules, as applicable. Forms for initiating arbitration are available on the ********** and AAA websites. Any settlement offers made by either party must not be disclosed to the arbitrator..."
Thank you,
**** *.
Outdoorsy BBB Support SpecialistCustomer Answer
Date: 07/03/2025
Complaint: 23467542
I am rejecting this response because:The client who made the claim said they broke it. Your investigation was done based on the clients information to which he said they broke it after he found out you all did not cover it, he paid us the deductible, He filed and claim and then gave us the deductible. We cannot understand how we didnt see damage prior. He never called until it was completely detached in multiple pieces. He made the claim. I dont understand what more evidence you need.
Regards,
Sheffield *******Initial Complaint
Date:05/27/2025
Type: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.
Paying for a tire that blew out on the trip.Being told to tell my insurance to deny the claim. Going through arbitration for $6000 because outdoorsy's insurance denied the claim.Heard the arbitration judge say "awe" when I explained that I was being taken advantage of.Three months in a row outdoorsy has reached into my account and take money that isn't owed to them.I have emailed and FB DM'd the CEO of the company with no response. This may have been a "one off" bad experience but, I'm letting everyone know how I was taken advantage ***** is absolutely sad and embarrassing that a company that pushes family values could take advantage of a person like this.Business Response
Date: 06/02/2025
Dear ****,
Thank you for reaching Outdoorsy Customer Support via ********************. We're very sorry you had a less-than-perfect experience with our platform due to a damage claim. Upon reviewing your account, it appears that the driver side damage was approved for coverage, subject to a $1,500 deductible, per our Terms of Service; however, the passenger side damage relating to the tire blowout was not approved, as it does not fall under the classification of comprehensive or collision. I've provided sections of these Terms for your reference.
"Covered Damages - Outdoorsy will pay for sudden, direct, and accidental loss to the listed vehicle for damages covered under our Comprehensive and Collision policy. Payments will be issued to the legal owner of the listed vehicle unless otherwise specified by the legal owner.
Our Collision coverage applies when the covered vehicle sustains damages as the result of a collisionan impact with an object or another vehicleor the upset of the vehiclee.g. roll an RV on its side.
Comprehensive (sometimes called other than collision) coverage applies to the following: falling objects, fire, theft or larceny, explosion or earthquake, windstorm, hail, water or flood, malicious mischief or vandalism, contact with bird or animal, or broken glass."
"Exclusions
Protection Packages will cover Comprehensive and Collision (see definitions above) damages to the vehicle caused by a covered event; however, as with any insurance policy, there are necessary exclusions to what is considered a covered event. Outdoorsy does not cover the following:
18: Damages caused by a tire blowout, unless the blowout is the direct result of a Comprehensive or Collision event. This includes (but is not limited to) incidents involving tires or wheels that are deemed faulty, defective, impacted by age, or having less than 50% tread depth. In addition, improperly sized or load-rated tiresor the use of summer tires in winter conditionsare also not covered."
Since we're unable to reach an amicable resolution for the claim on the passenger side damage, your case was sent to FairClaims to make a fair, unbiased, and legally binding decision. This is in accordance with our Terms of Service, that were agreed to at the time of booking.
"If a dispute, claim, or controversy arises between Outdoorsy, a guest, or a host, all parties agree to first notify the other party of the nature of the dispute or claim before initiating arbitration. The parties will attempt to negotiate an informal resolution to the issue. Outdoorsy will contact you at the email address you have provided..."
"If the parties are unable to resolve the claims within 30 days after the notice is sent, the parties agree to initiate arbitration. The party seeking arbitration must notify the other party via email of their intent to pursue arbitration. Arbitration can then be initiated through FairClaims (which may require that a non-Outdoorsy party initiate the process via Outdoorsy) or the ******************************** (***) according to the FairClaims Rules or AAAs Consumer Arbitration Rules, as applicable. Forms for initiating arbitration are available on the ********** and AAA websites. Any settlement offers made by either party must not be disclosed to the arbitrator..."
If you have any questions or concerns about the outcome of the claim, please don't hesitate to contact FairClaims directly at ******************** You may also reach your claims adjuster within the email thread that you've been communicating in.
Thank you,
**** *.
Outdoorsy BBB Support SpecialistInitial Complaint
Date:05/27/2025
Type: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 camper van through Outdoorsy (Reservation #*******) on November 1617, 2024. As a first-time renter, I made an honest mistake and accidentally poured a small amount of gasoline into what I thought was the fuel tank. While the host briefly pointed out the gas port during pickup, the explanation was rushed and none of the ports were labeled. There was no thorough walkthrough, no written instructions, and no documentation presented to me at any point for review or signature.Outdoorsy requires hosts to review and complete key rental documents with guests, including a signed rental agreement, departure checklist, and vehicle orientation. None of this was done and as a new renter I thought it was odd and when I asked the host if I needed to complete any paperwork he assured me it was handled. Despite this, Outdoorsy denied my refund request for $500 and is now attempting to charge me $2,541.70 for alleged damage to the water system, without acknowledging the lack of process that contributed to this mistake.I have provided Outdoorsy with evidence that the documents remain unsigned, and that the vehicle handoff was not handled in accordance with Outdoorsys own policies. However, their support team continues to ignore these facts and appears to be siding entirely with the host. Ive been met with vague, copy-pasted replies and no meaningful review of my argument.This situation has left me feeling powerless and unfairly blamed for a problem that could have been avoided had the host fulfilled his responsibilities. Im requesting the BBBs help in holding Outdoorsy accountable and ensuring this is resolved fairly.I have filed a complaint with the ***************************************** (ref: CIC_CU-20250526-11288) and am seeking BBBs assistance in getting Outdoorsy to acknowledge their mishandling and reverse the charge. I remain concerned about the possibility of this being escalated without a fair investigation.Business Response
Date: 05/29/2025
Dear *********,
Thank you for reaching Outdoorsy Customer Support via ********************. We're sorry you had a less-than-perfect experience with our platform due to a damage claim. Upon investigation, it appears that the entire water system of your rented RV needs to be replaced due to gas being accidentally refilled into the water tank. Please allow me to clarify that under the Rental Contract, the guest is financially responsible for all physical damage that occurs during the rental. I've provided sections 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."
"If you misuse or are negligent in the use of a Vehicle, you will be fully financially responsible for any related claims, loss, or damage, and your protection plan and/or insurance may be voided."
It appears that you've been in contact with our Resolutions team regarding your concerns. Since we're unable to reach an amicable resolution for your dispute, your case was sent to ********** to make a fair, unbiased, and legally binding decision. This is in accordance with our Terms of Service that were agreed to at the time of booking.
"If a dispute, claim, or controversy arises between Outdoorsy, a guest, or a host, all parties agree to first notify the other party of the nature of the dispute or claim before initiating arbitration. The parties will attempt to negotiate an informal resolution to the issue. Outdoorsy will contact you at the email address you have provided..."
"If the parties are unable to resolve the claims within 30 days after the notice is sent, the parties agree to initiate arbitration. The party seeking arbitration must notify the other party via email of their intent to pursue arbitration. Arbitration can then be initiated through FairClaims (which may require that a non-Outdoorsy party initiate the process via Outdoorsy) or the ******************************** (***) according to the FairClaims Rules or AAAs Consumer Arbitration Rules, as applicable. Forms for initiating arbitration are available on the ********** and AAA websites. Any settlement offers made by either party must not be disclosed to the arbitrator..."
We want to reassure you that this is the fastest way to reach an amicable resolution. For any questions or concerns about the outcome of the claim, please don't hesitate to contact FairClaims directly at *********************************.
Thank you,
**** *.
Outdoorsy BBB Support Specialist
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