DISAPPOINTING EXPERIENCE - NO HELP FROM OUTDOORSY!We had a deeply disappointing experience renting through Outdoorsy, and unfortunately, it resulted in a significant disruption to our trip.We rented a vehicle for what was supposed to be a long-planned journey, but due to ongoing mechanical and safety issues, we were forced to abandon the trip and return to Salt Lake City—losing four full days of travel in the process. This was not a matter of inconvenience; it was a matter of the vehicle being unsafe and unreliable to continue operating, even on standard paved roads.From the very first day, the vehicle presented multiple issues that made it clear it had not been properly inspected or prepared. Critical problems included cabinets and drawers opening during driving, a bed partially collapsing due to a failed latch pin, a malfunctioning retractable step, and a rear-view camera that was unusable due to poor positioning. More concerning was a serious mechanical issue where the front tires were interfering with the frame due to oversized tires, making turning unsafe.On Day 2, Rich, the owner, drove approximately 200 miles to meet us and attempted multiple repairs. He was very nice, and we were genuinely appreciative of his efforts to make things right under difficult circumstances. In addition to addressing the tire/frame interference—by cutting metal from the vehicle’s frame—he replaced several cabinet latches, switching from magnetic cabinet stays to mechanical latches. This highlighted a fundamental issue: the original magnetic stays were not adequate to keep drawers and cabinet doors securely closed during normal driving, resulting in repeated openings and contents spilling throughout the vehicle.The owner also replaced the retractable step control module in what appeared to be a trial-and-error attempt to fix the issue. Unfortunately, this did not resolve the problem. The step continued to malfunction, sometimes extending and retracting unpredictably while driving. Given the height of the vehicle, a functioning step is not a luxury, but a necessary feature for safe entry and exit. Its failure created an ongoing usability and safety concern.Even after these interventions, several issues remained unresolved, including intermittent door locking problems, inaccurate tank level sensors, and a window latch that would not fully secure.By Day 4, the situation had worsened. Newly installed cabinet latches failed again, drawers would not stay closed, and contents continued to spill during normal driving. The suspension began to noticeably wobble, and the water pump failed entirely—further confirming that the vehicle had underlying reliability issues. At this point, we reached out to Outdoorsy to formally report the ongoing problems and seek assistance. Unfortunately, Outdoorsy was not very responsive and was not helpful in facilitating a replacement vehicle. After speaking with Outdoorsy and evaluating the situation, we made the decision to return the vehicle to its owner, as continuing the trip was no longer a safe or reasonable option.Returning the vehicle required us to drive back to Salt Lake City, incurring additional unplanned travel, a hotel stay, and the loss of valuable time from our itinerary.Despite providing extensive documentation—including photos, videos, and communication records with both Outdoorsy and the host—the resolution offered was inadequate and unclear. The refund amount provided does not appear to be properly prorated and does not align with what we paid. The total rental cost is also difficult to reconcile, as it is convoluted with Outdoorsy fees that are not clearly itemized in the overall invoice. Rich, the owner, had stated upon return that he would fully refund the unused portion of the rental (26 days) on a prorated basis; however, the amount refunded does not reflect that calculation.Additionally, questions regarding the trip protection insurance coverage and how it applies in this situation remain unanswered by Outdoorsy.This experience raises serious concerns not only about the condition of the vehicle but also about the level of oversight, transparency, and support within the platform. Renting a vehicle through a service like this carries an expectation of basic safety, reliability, and accountability. Unfortunately, in this case, those expectations were not met.We would strongly caution others to thoroughly vet both the vehicle and host before booking, and to be aware that if significant issues arise, resolution may not be as straightforward as expected.
