I am writing to formally express my disappointment regarding our recent rental experience through Outdoorsy with Salty RV Rentals. What was supposed to be a Father's Day weekend spent making memories with family turned into a stressful and frustrating ordeal due to the condition of the travel trailer and the lack of assistance we received.We rented a travel trailer through the Outdoorsy platform from Salty RV Rentals for June 19–22, 2026. Our plan was to enjoy the weekend with family at the beach and return the trailer Sunday evening before heading home.When we picked up the trailer, we informed the representative that we were first-time RV renters. We received only a brief overview of how to operate the trailer. The Outdoorsy app instructed us to document any existing damage with photos before leaving, but the representative specifically told us that photos were unnecessary because they were already aware of all of the trailer's existing issues.After arriving at the beach, our family members, who are experienced RV owners, helped us set up the trailer. During setup, we discovered that one of the rear stabilizer jacks was already damaged and would not extend completely. We had to use blocks to stabilize that corner because the jack was not functioning properly.On Sunday morning, we contacted Salty RV Rentals because we planned to refill our fresh water tank and empty the black tank before continuing our trip. At that point, we discovered the damaged stabilizer jack would no longer retract, making it impossible to safely move the trailer.We spent the entire day communicating back and forth with you, the Host/owner trying to find a solution. Around 6:00 p.m., we were finally instructed to contact Outdoorsy directly. After speaking with Outdoorsy, we were told to call the next day and roadside assistance would be dispatched since there is nobody to come out that evening.Throughout this process, I was also trying to contact my private insurance's roadside assistance to see if I had any better luck. Nobody seemed to be able to come out at one time. Outdoorsy's roadside assistance, which was the insurance provided through the rental, offered little to no practical assistance. Outdoorsy was telling me I would have to get a mobile mechanic for $150 per hour with an hour minimum of work, in addition, pay for a tow truck which would be a $2500 flat rate. All out-of-pocket expense for the customer. We repeatedly updated everyone involved but received no meaningful help beyond being told to "keep us updated."Because we were stranded, our friends voluntarily stayed behind, sacrificing another day of work, because we did not feel comfortable abandoning someone else's trailer on the beach.With no assistance from the rental company or Outdoorsy, we contacted our own insurance company, USAA. Although they were able to arrange a tow, the earliest available service was Tuesday.Even then, our friends had to turn to a local Facebook camping group for help. Thankfully, a complete stranger volunteered his time to come out and manually raise the damaged stabilizer jack so the trailer could finally be towed. He even stayed until the tow truck arrived to ensure everything was handled properly, since our friends did not have a vehicle capable of towing the trailer.It is extremely disappointing that a stranger from Facebook provided more assistance than either the rental company or Outdoorsy.Because we were forced to remain at the beach for several additional days, we incurred unexpected expenses that we should never have had to pay. We had to purchase additional fuel to keep the generator running, along with extra food and drinking water because our supplies had been planned only for our original stay. Since we were unable to move the trailer to refill the fresh water tank or dump the black tank, we were left without fresh water, making an already stressful situation even more uncomfortable and significantly diminishing our camping experience.Instead of spending Father's Day weekend relaxing with our family, we spent it dealing with a trailer that should never have been rented in its condition, hours of phone calls, missed work, additional expenses, uncertainty, and relying on the kindness of strangers to resolve a problem that should have been handled by the rental company and Outdoorsy.We believe this situation could have been avoided had the trailer been properly inspected and repaired before being rented. Furthermore, the lack of timely roadside assistance and customer support significantly worsened the situation.Given the condition of the trailer, the failure to provide promised roadside assistance, the extended delay in returning the trailer, the additional out-of-pocket expenses, and the significant disruption to our Father's Day weekend, we respectfully request appropriate compensation, including reimbursement for our additional expenses and a substantial refund of the rental charges.
