ComplaintsforOutdoorsy, Inc.

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  One of our renters pulled away from his site with our leveling jack down and damaged it. The renter contacted us to let us know he broke the ***** and also informed us upon return that the length of our RV listed online was incorrect, we immediately addressed this and updated our listing. We agreed to go through Outdoorsy to handle the damage to our *** and filed a claim that evening. Outdoorsy informed us that they do not handle Liability only collision, but they offered to assist us in obtaining a portion of the deposit to pay for the damages. Outdoorsy required us to provide an estimate from a certified RV repair company, the repair ended up being substantially more than we had expected. Outdoorsy approved the estimate without further discussion and deposited the funds into our account. I had reached out to outdoorsy via chat, and I wanted to ensure we handled this appropriately and the renter could not dispute it. I was assured that they could not. A month later we received an email that the renter was disputing the charge. Outdoorsy then contacted us and told us we needed to refund the renter without good cause, we had been fully transparent and no new information had been provided. I reminded them that they assured me that the renter could not dispute this claim, and provided a screenshot of that communication. They then apologized and told us this was over. A week later we received another email that the renter filed a dispute regarding the length of the *** almost 60 days after the booking. I again had to defend myself. Outdoorsy told me that there is no time limit on when a dispute can be made, a renter could file a dispute months after a booking. After providing all documentation they closed this dispute with no further action on our part as we had substantial proof. They refuse to assure me that I will not be contacted further regarding this booking or any other booking. we have removed our account from their website and would like to be left alone now.

  

  Business response

  10/28/2024

  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 dispute. Upon reviewing your account, I verified that the dispute was closed on 10/21 with no further action on your end, so please rest assured that you won't receive any communication regarding the booking. 
  
  We sincerely apologize for the inconvenience it has caused you. That's certainly not the experience we'd prefer you to have with Outdoorsy. 
  
  Thank you, 
  **** *.
  Outdoorsy BBB Support Specialist

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company is not paying for damages due to one of their clients.

  

  Business response

  10/22/2024

  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, 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 proceed with your claim. Additionally, interior damage is not covered under the Outdoorsy's Comprehensive and Collision policy, so your interior damage claim was referred to our Resolutions team. This is in accordance with our Terms of Service that were agreed to at the time of booking. I've provided sections of these Terms for your reference.
  
  "Interior damage is not covered under Outdoorsys Comprehensive and Collision policy; guests can purchase the optional Damage Protection for interior damage coverage."
  
  "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."
  
  We sincerely regret any frustration this may have caused you. This is most definitely not the intended outcome we'd prefer you to have with Outdoorsy. If you have any further questions or concerns regarding your claim, please don't hesitate to reach back out directly to our Claims Representative and Resolutions Specialist within the email threads that you've been communicating.
  
  Thank you, 
  **** *.
  Outdoorsy BBB Support Specialist 

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We got a camper delivered as we lost everything in hurricane ******. The camper was on our property. When we booked the reservation we had a choice of 3 insurance options since it was stationary we chose the cheapest insurance. We were not notified by the company or the person that delivered it that we could have had stationary insurance which was much cheaper. Our neighbors did the same thing and found out a couple days later from the people who delivered there camper that they were able to change the insurance to stationary so they did. When I called our person the said it could not be changed until we returned the camper. I called outdoorsy a couple house before we returned the camper and they said we needed to change it before the camper. So we are hearing different stories. I told them my neighbors referred us they could look up their reservation but they would not. It does not seem very customer service like if they did it for one person but not the other seems they may be biased. Plus they knew we lost everything due to the hurricane. I was just asking for a refund of the price of the essential coverage to stationary. You would think a big company like that we just send the refund. My family has been through a horrible event plus not even to mention that we had to return the camper early because we had to evacuate for another hurricane ******. I feel like nobody at this company cares and not to refund this little bit of money they are terrible. I would never use them again!!!!

  

  Business response

  10/21/2024

  Dear ****, 
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We're sincerely sorry you had a less-than-perfect experience with our service due to our protection package policy. Please allow me to clarify that the option for guests to update a protection package is only available before departure. We apologize for any confusion. Please rest assured that we'll review your contact with our support team so we can coach our agent/s for any misinformation. 
  
  No worries - we're pleased to inform you that we've processed a refund of $99 to your original payment method for the difference in the protection package cost as a courtesy. Please allow 5-10 banking days for the funds to reflect on your statement. Additionally, we've added $50 credits to your Outdoorsy account for a future booking. This is reflected on your dashboard which you can apply to your next booking with us. Should you have any questions or concerns, and if there's anything you'd like us to assist you with, please don't hesitate to reach back out to our 24/7 Customer Support via chat or by calling ************.
  
  Thank you, 
  **** *.
  Outdoorsy BBB Support Specialist 

  Customer response

  10/21/2024

  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

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented out my recreational vehicle through Outdoorsy at the beginning of the summer. During that rental their tenant damaged my rv to the point I am forced to spend thousands of dollars on repairs. Im reached out to them numerous times with documentation and photos of the damage. My compliant has fallen on deaf ears. Nobody has cared to reach out, I paid for this service to ensure my property was taken care of and when I wasnt I filed a complaint. Numerous attempts have been made to acknowledge the damage on my part with no effort on their part to resolve this matter

  

  Business response

  10/10/2024

  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 review, it appears that your guest had a tire blowout during the rental due to the tire not being rated for your RV and filed a dispute seeking payment for the out-of-pocket expenses they paid for the tire replacement. Since we're unable to come to an amicable resolution due to both parties seeking further compensation, 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. Ive provided sections of these Terms for your reference.
  
  "Should a dispute, claim, or controversy arise between us, you and Outdoorsy agree to notify the other Party of the nature of the dispute or claim prior to initiating arbitration, and the Parties will attempt to negotiate an informal resolution to it first. We will contact you at the email address you have provided to us..."
  
  "If the Parties are unable to resolve the claims described in the notice within 30 days after the notice is sent, then the Parties are in Agreement to Arbitrate. The Party desiring to pursue arbitration agrees to notify the other Party via email of such desire and intent to initiate an arbitration. In order to initiate arbitration, a claim must be filed with either ********** (provided that FairClaims may require that a non-Outdoorsy party wishing to initiate the arbitration process do so via Outdoorsy) or the ******************************** (AAA) as set forth below, pursuant to the FairClaims Rules or AAAs Consumer Arbitration Rules, as appropriate. A form for initiating arbitration proceedings is available on the ********** website or AAAs website"
  
  We want to reassure you that this is the fastest way to reach an amicable resolution. If you have any further questions or concerns, please don't hesitate to reach back out to our Resolution Specialist directly within the email thread that you've been communicating.
  
  We sincerely regret any frustration this may have caused you. This is most definitely not the intended outcome we'd prefer you to have with Outdoorsy. 
  
  Thank you,
  **** *.
  Outdoorsy BBB Support Specialist

  Customer response

  10/10/2024

  Complaint: 22383381
  
  I am rejecting this response because:

  My roof was damaged 3 months ago and Ive had to have a patch on it this whole time from YOUR customer. Your customer to whom youve defended even though Ive given multiple pieces of evidence stating the opposite. All you guys wanna talk about it a tire. Which is renter responsibility. Clearly it isnt. The tire WAS NOT out of date and properly rated with documentation from *** ****** before this rental occurred. Youve had this info for months .  This tenant tore my roof membrane on low hanging tree branches and since you dont want to make him pay for it I assume you are taking care of this. This is horribly unfair.  will take this as high as it needs to go to get my investment protected. The customer service I got for this issue has been horrible and to replace this roof is thousands of dollars. . 
  Your renter did it and youve not made him accountable, you just want to attack me.  Your unfair claims proceed doesn't even look at documentation provided.

  Do I mention Ive never heard from anyone able to make a decision at Outdoorsy?  Total joke 

  Next phone call is my lawyer.  Make it right 

   

   

  
  Regards,
  
  **** ****

  

  Business response

  10/17/2024

  Dear ****, 
  
  We understand your frustration, and we're sincerely sorry you're dissatisfied with our dispute resolution process. We'd like to reassure you that we take all disputes seriously; therefore, a thorough investigation of all evidence provided by both parties was conducted to reach an amicable resolution. Once again, since both you and your guest are seeking further compensation for what transpired during the reservation, your case was referred to FairClaims on 8/21 for legal arbitration, per our Terms of Service. I've provided a section of these Terms for your reference.
  
  "If the Parties are unable to resolve the claims described in the notice within 30 days after the notice is sent, then the Parties are in Agreement to Arbitrate. The Party desiring to pursue arbitration agrees to notify the other Party via email of such desire and intent to initiate an arbitration. In order to initiate arbitration, a claim must be filed with either ********** (provided that FairClaims may require that a non-Outdoorsy party wishing to initiate the arbitration process do so via Outdoorsy) or the ******************************** (AAA) as set forth below, pursuant to the FairClaims Rules or AAAs Consumer Arbitration Rules, as appropriate. A form for initiating arbitration proceedings is available on the FairClaims website or AAAs website"
  
  To follow up on the status of your dispute, and for any questions or concerns, please contact FairClaims directly at *********************************.
  
  Thank you, 
  **** *.
  Outdoorsy BBB Support Specialist 

  Customer response

  10/18/2024

  Complaint: 22383381
  
  I am rejecting this response because:

  This complaint is against Outdoorsey. Im not contacting fair claims, this is Outdoorsey not taking care of its customer. I sent you before and after photos of this roof. I said to the ********** specialist all of this info. Your customer damaged my unit and needs repaired. Its open and shut? They pay a deposit. 
  You are refusing to help me when youve have all the documentation. This had nothing to do with fair claims. Fair claims was about a tire. A tire I still had to come out of pocket for which shouldnt have been the case but regardless I did. You are forgetting about damage that is still like this to this day. This needs repaired and not one person is wants to reach out and help. Thats horrible business. Your tenant damaged it and if you arent holding him responsible than I assume you are taking care of it. 
  

  
  Regards,
  
  **** ****

  

  Business response

  10/25/2024

  Dear ****, 
  
  We're sorry you're dissatisfied with our dispute resolution process. Again, since both parties are seeking further compensation for what transpired during the reservation, your case was referred to FairClaims for legal arbitration, per our Terms of Service that were agreed to at the time of booking. Additionally, upon further review, no claim was filed regarding the roof damage with our Claims team within 48 hours after return. Please be advised that a claim must be submitted within 48 hours of the end of the booking in order for coverage to apply. I've provided sections of these Terms for your reference. 
  
  "A Host or Guest must file a notice of claim to report any losses to Outdoorsy within 48 hours of the end of the Booking period or return of the Vehicle (whichever occurs first). After coverage determinations on the Guests or Hosts primary insurance are completed, Outdoorsy may deny application of its excess offering coverages if Outdoorsy does not have a notice claim on file from either the Guest or Host that was filed within the 48 hour period. "
  
  "If you did not decline a protection plan made available via the Services, and you believe that a Guest has caused any damage to your vehicle, you are required, as soon as you become aware of it (and in any event, no more than 48 hours after the scheduled end of the rental period or before the start of the next rental period, whichever is shorter) to report that damage to Outdoorsy by filing a notice claim in order to potentially recover any amounts not covered by your claim the Guest and the Guests personal insurance (which is primary). Note that the 48 hour post-trip photograph requirement must still be met at the time of seeking any coverage. You must provide reasonable cooperation in the investigation of the damage so that it can be eligible for any Outdoorsy excess coverage. "
  
  Once again, should you have any questions or concerns about your dispute, please feel free to contact ********** directly at *********************************.
  
  Thank you, 
  **** *.
  Outdoorsy BBB Support Specialist 

  Customer response

  11/04/2024

  Complaint: 22383381
  
  I am rejecting this response because:
  You keep saying fair claims. Yes they knew about it but I ALWAYS do the check in procedure after a rental with photos. This was reported to Outdoorsy and the customer the morning after it was dropped off. I have it in text message just like the customer has it in text message. 
  The blatant disregard of my case is insane. Ive done everything required and Im getting 0 customer service support. I will not stop pursuing this until this is taken care of period. Im attaching the text message between me and the renter on the date with him knowing about it. The rest is on your website like I do after every rental return 
  Regards,
  
  **** ****

• Initial Complaint

  10/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Charge was not authorized and should have never happened and need refund immediately not in 7-10 days. It was removed immediately, it should be replaced immediately

  

  Business response

  10/09/2024

  Dear Bonny, 
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We're sorry you had a less-than-perfect experience with our platform due to the turnaround time for your refund on your canceled booking. Please allow me to clarify that refunds are immediately processed on our end as soon as the booking is canceled; however, the turnaround time for the funds to arrive in your account depends on your financial institution. Generally, we advise guests to allow 5-10 banking days; however, in most cases, refunds may arrive sooner.
  
  Upon reviewing your account information, it appears that you confirmed your booking on 10/3 and mutually canceled it with your host on 10/4. We'd like to reassure you that a full refund was processed to your original payment method immediately upon cancellation. I see that our Customer Experience Specialist reached out to you to address your concerns, so if you have any further questions or need assistance, please don't hesitate to reach back out to him directly within the email thread that you've been communicating. 
  
  Thank you, 
  **** *. 
  Outdoorsy BBB Support Specialist

  Customer response

  10/18/2024

  Complaint: 22381649
  
  I am rejecting this response because:
  
  Regards,
  
  ***** *****

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi there - I rented an ** from ************************** and when I returned the rental **, I did a walk around with the ** owner who at the time clearly stated that everything with the ** looked like it was in great shape. Months after returning the **, the owner is filing claims about damage to the ** and the Outdoorsy is facilitating these false claims. There are no time stamps associated with the photos and the photos have likely been taken long after I returned the ** and the owner claims that I'm responsible. I cannot get anyone on the phone from Outdoorsy to explain the situationthe only role they're playing is helping the ** owner file false claims, which result in my credit card being charged $5,000.

  

  Business response

  10/08/2024

  Dear *****, 
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We're sincerely sorry you had a less-than-perfect experience with our platform due to a damage claim. 
  
  Upon investigation, the host provided an extensive set of pre-trip photos showing the condition of their RV, and it was determined that the losses claimed by the host happened during your possession. Our Claims team contacted you multiple times - on 5/29, 5/31, 6/2, 6/3, 6/5, and 6/10 about your version of events; however, it appears that you failed to provide the information requested in our emails during our claims process, so we proceeded with the claim based on the evidence provided by the host and the absence of contrary evidence from your side. 
  
  Despite multiple opportunities and requests from us, we did not receive your cooperation until 8/29. Our Terms of Service outline the process for handling disputes, including the need for both parties to present their case with supporting evidence. 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. Both parties have the opportunity to submit their side of the story and any documentation to be reviewed by trained legal counsel. Ive provided sections of these Terms for your reference.
  
  "Should a dispute, claim, or controversy arise between us, you and Outdoorsy agree to notify the other Party of the nature of the dispute or claim prior to initiating arbitration, and the Parties will attempt to negotiate an informal resolution to it first. We will contact you at the email address you have provided to us..."
  
  "If the Parties are unable to resolve the claims described in the notice within 30 days after the notice is sent, then the Parties are in Agreement to Arbitrate. The Party desiring to pursue arbitration agrees to notify the other Party via email of such desire and intent to initiate an arbitration. In order to initiate arbitration, a claim must be filed with either ********** (provided that FairClaims may require that a non-Outdoorsy party wishing to initiate the arbitration process do so via Outdoorsy) or the ******************************** (AAA) as set forth below, pursuant to the FairClaims Rules or AAAs Consumer Arbitration Rules, as appropriate. A form for initiating arbitration proceedings is available on the ********** website or AAAs website"
  
  Upon review, it appears that the host has already signed up with ********** on 10/4. We want to reassure you that this is the fastest way to reach an amicable resolution. If you have any further questions or concerns, please don't hesitate to reach back out to our claims *** directly within the email thread that you've been communicating, or call them at ************ Mondays to Fridays from 9 AM to 4:30 PM Central. Additionally, you can also contact ********** directly at *********************************. 
  
  Thank you,
  **** *.
  Outdoorsy BBB Support Specialist

• Initial Complaint

  09/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We rented an ** the weekend of August 9-11, 2024. All went well until we dropped it off and the owner noticed the access door for the sewage hoses was bent. First of all we have no idea how that could have happened. We were not with him when he noticed this but we took his word for it and agreed to the claim to replace the door. We did our own research having all the specs of the ** and figured the whole cost would be a few hundred dollars at the most. No one got in touch with us regarding the claim until September 18th when they just took the whole deductible of $1500 out of our ****** account. No email to let us know it was done. No email about the amount. And NO breakdown of the repair charges. There is absolutely NO WAY the charges were this much to replace a small access door. We have been unable to stop payment since Outdoorsy set up our ****** as an automatic payment. This was not authorized by us. We have sent numerous emails to Outdoorsy and they have not emailed us a copy of the breakdown or helped in any way. We feel this company is engaged in insurance fraud and we will be going to small claims court to get our money back. Seriously in disbelief how awful this company is. They need to be shut down. We would upload documentation but like I said we can't get them to send it. Why? Because it's fraudulent.

  

  Business response

  09/28/2024

  Dear Greg & Christy, 
  
  Thank you for reaching Outdoorsy Customer Support via BBB. We're very sorry you had a less-than-perfect experience with our platform due to a deductible charge. Upon review, it appears that the $1,500 deductible was an error due to a second cargo door being mistakenly added to the estimate. Please allow me to clarify that the total estimate is only $1,034.88, so a refund of $465.12 was processed to your PayPal account on 9/23. We sincerely apologize for the error. It appears that our Claims team has provided you with the invoice and breakdown of the repair charges, so if you have any further questions or concerns, please don't hesitate to reach back out to them directly within the email thread that you've been communicating. 
  
  Thank you, 
  Dale R.
  Outdoorsy BBB Support Specialist

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented my ** through , Outdoorsy. The renter paid for extra insurance coverage. The renter caused a significant amount of damage and abandoned my **. He breached the contract by taking it to a festival. I immediately informed Outdoorsy. A demand letter was sent to return the ** immediately. The renter refused. Outdoorsy is denying my claim because he went to the festival and the policy does not cover damage that occurred there. However, he had taken it for about a week and a half to other places that did not breach the contract. Therefore, there is no proof that the damage occurred at the festival and the type of damage caused was not anything that would only have occurred at the festival. I requested information on how they arrived at their decision that the damage could have only occurred at the festival. I have not received a response. The festival ran for 9 days. The renter had it for 19 days.

  

  Business response

  09/28/2024

  Dear Lorraine, 
  
  Thank you for reaching Outdoorsy Customer Support via BBB. We're sincerely sorry you had a less-than-perfect experience with our platform due to a damage claim. Upon review, our investigation determined that your RV appears to have attended the Burning Man festival based on the evidence presented, so your claim was denied coverage, per our Terms of Service. 
  
  Since we're unable to come to an amicable resolution to your claim, your case was sent 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. I’ve provided sections of these Terms for your reference. 
  
  "Under no circumstance shall (and the occurrence of such shall constitute a material breach of these Terms):
  - the Vehicle be taken to a festival that is unauthorized by Outdoorsy, which includes, but is not limited to, “Burning Man” hosted by the Burning Man Project in the vicinity of Black Rock Desert, Nevada..."
  
  "Should a dispute, claim, or controversy arise between us, you and Outdoorsy agree to notify the other Party of the nature of the dispute or claim prior to initiating arbitration, and the Parties will attempt to negotiate an informal resolution to it first. We will contact you at the email address you have provided to us..."
  
  "…If the Parties are unable to resolve the claims described in the notice within 30 days after the notice is sent, then the Parties are in Agreement to Arbitrate. The Party desiring to pursue arbitration agrees to notify the other Party via email of such desire and intent to initiate an arbitration. In order to initiate arbitration, a claim must be filed with either FairClaims (provided that FairClaims may require that a non-Outdoorsy party wishing to initiate the arbitration process do so via Outdoorsy) or the American Arbitration Association (“AAA”) as set forth below, pursuant to the FairClaims Rules or AAA’s Consumer Arbitration Rules, as appropriate. A form for initiating arbitration proceedings is available on the FairClaims website or AAA’s website…"
  
  We want to reassure you that this is the fastest way to reach an amicable resolution. If you have any questions or concerns, please don't hesitate to reach back out to our claims rep directly within the email thread that you've been communicating.
  
  We sincerely regret any frustration this may have caused you. This is most definitely not the intended outcome we'd prefer you to have with Outdoorsy. 
  
  Thank you,
  Dale R.
  Outdoorsy BBB Support Specialist

• Initial Complaint

  09/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  June 2024 we rented a camper from outdoorsy. And we had the generator stolen which wasn't tied down or locked down. The owner didn't lock it down. Outdoorsy started taking money out of our checking and once they found out they could they kept taking money. Every so often I'll look on my checking and they'll take more this last one was ***** which left us with only 300 this needs to stop .they keep taking money without our permission.

  

  Business response

  09/25/2024

  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 investigation, it appears that your vehicle protection package coverage was voided due to off-roading and a non-verified driver, so you are liable for the whole damage cost of the claim, which includes damages to the undercarriage and **** of your rented RV. This is in accordance with our Terms of Service that were agreed to at the time of booking. I've provided sections of these Terms for your reference.
  
  "Vehicles used in the sport or activity of driving through rough terrain are considered to be used in off-roading activity and will not be eligible for excess coverage..."
  
  "All Vehicles may only be used on those maintained public roadways with sufficient width and clearance and in appropriate condition to allow the Vehicle to be operated safely and without damage. Under no circumstances may the Vehicle be operated in rugged terrain or used in the sport of off-roading. Guest is responsible for ensuring that the roadway is in suitable condition regardless of map, GPS or other indications such that the Vehicle will not be damaged by traversing the roadway. If the Host provides a driver for the Vehicle, the Guest remains responsible for all damage to the Vehicle, missing equipment, down time, and the Hosts administrative expenses connected with damage regardless of whether or not the Guest or the Host-provided driver is at fault. Any violation of these terms will result in loss of excess insurance or other protection coverage(s)..."
  
  "Under no circumstance shall (and the occurrence of such shall constitute a material breach of these Terms):
  - use of the Vehicle (i) by anyone who is not a Verified Driver..."
  
  Moreover, our Resolution Specialist emailed you on 8/13 regarding the additional charge for the stolen generator; however, it appears that you've been unresponsive, so a charge for generator replacement was processed on your original payment method on 8/15. Should you have any questions or concerns about the damage claim and generator replacement, please don't hesitate to reach back out directly to our Claims Representative and Resolution Specialist within the email threads that you've been communicating. 
  
  Thank you,
  **** *.
  Outdoorsy BBB Support Specialist 

  Customer response

  09/25/2024

  Complaint: 22293534
  
  I am rejecting this response because: I Wasn't offloading stayed on the main road. And just cause I made a mistake and said he was driving he wasn't I was .you had no right denieing my coverage for the camper because you claim something which is false we didn't take it off roading
  
  Regards,
  
  ***** Guess

  

  Business response

  10/07/2024

  Dear *****, 
  
  We understand your frustration, and we're sincerely sorry that we're unable to provide coverage to the damage claim - also due to a non-verified driver, per our Terms of Service. I've provided sections of these Terms for your reference.
  
  "Only Verified Drivers are eligible for the benefits offered under any protection packages, bundles, or excess coverages offered by Outdoorsy... "
  
  "Under no circumstance shall (and the occurrence of such shall constitute a material breach of these Terms):
  - use of the Vehicle (i) by anyone who is not a Verified Driver..."
  
  If you have any questions or concerns about the claim, please don't hesitate to contact our claims *** directly within your email thread. 
  
  Thank you, 
  **** *. 
  Outdoorsy BBB Support Specialist

  Customer response

  10/07/2024

  Complaint: 22293534
  
  I am rejecting this response because:
  
  Regards,
  
  ***** Guess

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  An Outdoorsy customer (Booking ID ******** rented and picket up my ** on July 8th 2024. The customer had an accident with my ** on July 9th in which he texted me pictures of the damage. He returned the ** on July 14th 2024. I filed a claim with Outdoorsy for the damage on July 15th, 2024. I received an email from Outdoorsy stating (The protection package purchased for the rental reservation period is an excess policy. This means a claim must be filed with the renters primary auto insurance carrier first to see if coverage is available through their personal auto policy. If their carrier denies their claim, the Outdoorsy protection plan purchased by the renter would then be updated as the primary coverage for this claim). I Sent an estimate for damages to the customers insurance carrier (Safeco) in the amount of $9112.59 from Camping World and received a partial denial email from Safeco on August 20th 2024, indicating they were only going to reimburse $739.33 for the damages. I notified Outdoorsy Claims on August 20th 2024 to activate supplemental coverage. I Received a denial email from Outdoorsy claims on August 28th 2024 stating (I understand that the renters coverage has agreed to handle certain damage and deny other parts of it. Any damage they have denied, will need to be discussed with them as we are excess to the renters carrier and would only move forward if the carrier denied the claim all together. There are no written statements that I can find stating that Outdoorsy policy only activates when theres a complete denial from the renters personal policy. Ive also tried to obtain the $700.00 damage deposit from the rental to no avail. I understand that this is complicated between insurance carriers however, Outdoorsy has not in good faith protected the investments of its hosts on the platform as lead to believe. $739 of 9k and Im unable to collect the damage deposit as well. Where is the fairness to Outdoorsy hosts whos making them money?

  

  Business response

  09/18/2024

  Dear *****, 
  
  Thank you for reaching Outdoorsy Customer Support via ********************. We're very sorry you're dissatisfied with our claim process. We strive incredibly hard to provide a smooth and easy claims experience, and we're sorry we didn't meet your expectations this time.
  
  Upon reviewing your account, it appears that your guest's auto insurance carrier has settled the claim, which is why the claim is closed on our end. Please allow me to clarify that our Vehicle Protection Package coverage is excess coverage, per our Terms of Service. This means we only provide coverage when there's no coverage available from the guest's carrier. I've provided a section of these Terms for your reference.
  
  "The optional protection plans (which we sometimes also refer to as bundles) offered by Outdoorsy for Vehicle Bookings are excess offerings, which means that the personal insurance of the Guest is the primary insurance for coverage. With an excess offering, the Guests primary insurer is first responsible for defending and indemnifying the insured in the event of a claim. Outdoorsys excess offerings provide coverage above a Guests underlying limit of primary insurance. The personal insurance of the person driving or otherwise operating the Vehicle (to include towing or stationary use) is the primary insurance for the rented Vehicle..."
  
  We're so sorry that the guest's carrier denied other parts of the damage claim. Please be advised that any damage they have denied will need to be discussed with them, so please don't hesitate to reach back out to them directly for any questions or concerns. Once again, as we're excess to the guest's carrier, we would only move forward with the claim if the carrier denied the claim all together.
  
  Regarding the security deposit, please be advised that when a claim is opened with the guest's carrier, the security deposit is released. Please allow me to clarify that a security deposit is intended for ancillary charges such as cleaning fees, dump fees, and similar incidentals, not for damage claims.
  
  We sincerely regret any frustration this may have caused you. This is most definitely not the intended outcome we'd prefer you to have with Outdoorsy. Should you need any clarification regarding our claims process and the current status of your situation, please feel free to contact our claims representative within the email thread that you've been communicating. 
  
  Thank you,
  ************
  Outdoorsy BBB Support Specialist 

  Customer response

  09/18/2024

  Complaint: 22276457
  
  I am rejecting this response because:

  This is an unacceptable purely for profit insurance policy Outdoorsy customers purchase while renting an RV through their platform and for the hosts. The response provided is equivalent to someone renting a car and purchases the additional insurance for protection but instead must use their personal insurance for any damage. What Outdoorsy is saying is if **************' insurance only paid $1 out of $9000 then Outdoorsy would be off the hook for any responsibility. This is outrageous and needs to be addressed by Congress.  There should be an adjuster assigned by Outdoorsy and an investigation working with the other insurance company on behalf of the hosts when something like this occures. An excess policy is exactly that, covers losses in the event any damage isn't covered by other means. I will be moving forward and working with my Congress representative and the news media for assistance and exposure on the this type of fraud to the consumer. 
  
  Regards,
  
  ***********************

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