Turo

Initial Business Response /* (1000, 5, 2015/08/12) */
We're sorry that *** is not happy with how his damage claim has been handled, but ultimately, each concern he has raised is in keeping and in line with not only our policies, but other insurance processes for other car rental agencies and
insurance companies
When the issue occurred at the end of March and was reported to us on March 31st, RelayRides processed the claim as usual by requesting additional information from both the owner and the renter (***)*** provided *** with his direct line and our emergency support line when *** requested contact information and informed *** of the typical process therefromOn April 8th, *** informed them we were passing *** claim on to our insurance partner, Sphere, and that Sphere would be his primary point of contact going forward for subrogating to his insurance provider, GeicoBased on ***'s selection of the Declined protection package, and the estimate he was provided with, we informed him he would be responsible for a minimum $to cover the cost of processing the claim, as further described here: http://relayrides.zendesk.com/entries/XXXXXXXXWe informed him then that once we had additional information on the expense, we would update him (as it would potentially include parts of the fix itself if Geico did not cover a portion of the cost); at that time we also included an initial estimateThe estimate included labor costs; *** initially stated he did not feel he was responsible for all of it, after which point *** (two days later) provided an independent audit performed on the estimate and explained all the claimed damages were in relation to his use of the rental*** then asked about an update with Geico, claiming Geico did not know of the case*** replied on April 13th that Sphere had received the case and that he was uncertain if Sphere had made a formal demand; he also explained that as the payment was only just issued, it would "take some time after that" to get everything together for the subrogation, and therefore get everything aligned with Geico
On July 28th, *** reached out to *** and informed him that we'd finally received enough information about the subrogation to proceed with the claim, and that the total cost would be our earlier mentioned fee ($550), plus Geico's deductible of $500, and an audit fee of $35, bringing the total to $1,*** then filed this Revdex.com case citing that he thought these charges were unfairAfter he filed the Revdex.com claim, he responded to *** stating he didn't understand why we were charging Geico's deductible; that he was not clear why our $fee was being charged and requested proof that Geico stated *** was responsible for that and the deductible; and that he was unhappy with how long this process has taken*** then replied explaining that these are all typical processes of insurance companies and claims, but that he would speak to Geico about having them issue a formal statement to assure *** that these charges are in fact accurateHe also apologized for how long the timeline has taken, but that we submitted our subrogation claim in May and it took Geico more than a month to submit information back to us, and that although this is an unfortunately long process it is not atypicalHe ended his response by repeating that *** is responsible for the $1,amount
In short, the process *** has gone through is certainly not ideal, but it is quite similar to many insurance companies and insurance claimsUltimately, *** was informed initially that he would be responsible for $plus potential extra expenses, depending on how the claim went through and what his personal insurance would coverWe're sorry if he felt this was not evident earlier, and we have requested information from Geico to help make this more transparentIf he wishes to follow up with us on this case, he is welcome to write back to us
Regards,
***
Customer Support Manager @ RelayRides

It’s clear that *** s unhappy with the claims process, and for that I am sorryI’d like to take this opportunity to clear up a few things and to amend ***’s balance
*** says that it wasn’t until January that he received notice of the damage to the car he had booked in November
That’s not actually the case***‘s trip in his host’s car ended November 18, 2017, and on November 19, 2017, we notified him that his host had reported damage to the vehicle, thereby satisfying the requirement that a damage claim be reported within hours of the end of a trip
In that email, we also let *** know that his host did not want the claim to go through Turo at that time, but instead he wanted to work it out directly with ***We told *** in that email that if he did not feel comfortable working directly with the host and would rather Turo handle the claim, all he had to do was reply to the email, and Turo would take over the claims processWe also let him know that if at any point he felt as though the resolution process with his host was not going well, he could reply to the email and Turo would step inWe made this same offer to ***’s host -- that if a resolution could not be reached, he could contact Turo and ask that we handle the claim
We did not hear from ***He gave us no indication that he was having any difficulty resolving this issue with his hostWe did, however, hear from ***’s hostOn January 3, 2018, ***’s host contacted us to request that we take over what had been an unsuccessful attempt to resolve the claimSo on January 4, 2018, we contacted *** to let him know that we would be handling the case
*** says that he wasn’t shown a photo of the damage, but one was attached in our email discussion thread with himThe host provided photos of the car from shortly before the trip started, and there was no damage shown in those picturesWhile we don’t routinely send a guest all of the photos submitted with a damage claim -- only the one(s) we think are most relevant -- we are willing to review this process and appreciate *** bringing it to our attention
*** says, too, that the car was delivered to him at the airport by a delivery service, and that the delivery driver could have done the damageIf that were the case, it’s not clear why *** did not report that damage when he received the carGiven that ***’s video was taken roughly minutes after he received the car, the evidence indicates that the damage occurred within those minutesIf *** was unable to take photos of the car when it was delivered to him curbside at the airport, he would have certainly been within his rights to ask the delivery person to drive with him to a nearby parking lot to go over the car’s condition together and to take photographs there
As for the cost of this claim, in the email we sent to *** on February 9, 2018, we listed the total cost of the claim as $1771.67: $for the damage, and a $administrative feeSince *** refused to pay the charges, we let him know that we would be handing his balance over to a collections agencyAny additional charges are being levied by that agencyAlso, to be clear, all communication about this claim is between this agency and ***; we have not been sending *** any emails
This was ***’s first trip with TuroAlthough our app offers a guided cheand checkout flow that prompts users to take and upload pictures of the car’s interior and exterior at the time of vehicle piand drop off, *** didn’t do so, and perhaps his inexperience played a part in thisGiven this, Turo has removed the $administrative fee from ***’s balanceThat is the most we can do, as the remainder of the Turo balance is to cover the cost of the damage to the car
Best,
***
Customer Support @ Turo

I’m sorry that *** was unsatisfied with the amount we refunded her for her cancelled tripIt’s unfortunate when something comes up last minute and travel plans are thwartedWe are very sorry that we can’t give *** the refund she wants in this situation
The reason we leave decisions about refunds up to the owners in these cases is because most owners on Turo depend on trips as a source of incomeWhen a trip is cancelled last-minute, it can be financially detrimental to an owner, especially if it is cancelled without enough time to book a new trip with the vehicleUltimately, as Turo is a person-to-person platform, we need to be fair to both the travelers and the owners on the marketplaceWhile we sympathize with *** and her situation and we understand her frustration, we cannot refund her any more than we already have
I am sorry that we cannot provide *** with a full refund and again we apologize for any inconvenience this has caused
Best,
***
Customer Support @ Turo

Complaint: ***I am rejecting this response because:
Turo is still making up excuses and lies about not have valid registrations and license platesI have provided all official documents showing otherwiseI can also provide all evidence showing that the traveler parked the car in the wrong location
Turo's policy does not exempt Turo from their responsibilityWhen I rent a car out, I formed a contract with TuroThe traveler who rent my car also formed a contract with TuroSo when the renter parked the car in the wrong location and thus caused all the towing expenses, Turo has the responsibility to make the traveler pay, or first reimburse my expenses and then seeking subrogation from the traveler
At very least, I have not done anything wrong yet I have to shoulder $of towing expense result from other peoples mistake when I use Turo's serviceThis just does not make any sense
Sincerely,*** **

I am sorry that *** is unhappy with the outcome of her recent booked trip and last minute emergency cancellationI understand that sometimes extenuating circumstances can throw a wrench into the best-laid plans
In this case, I have researched our communication with both parties as well as
our full cancellation policyAs a person-to-person marketplace, we have guidelines and policies in place to protect both parties and uphold the highest standardsIn cases like these, it is important to remember that the vehicles listed on our site are not the property of Turo, and we do not manage themOur cancellation policies are in place to help protect travelers’ costs from last-minute owner cancellations as well as to protect owner’s earnings from last-minute traveler cancellations
Often, owners will make allowances for emergency cancellations and approve a full or partial refundHowever, we cannot force them to do so outside of what our cancellation policies requireWe spoke with the owner, and she has agreed to a partial refund, which has been electronically sent to the traveler
We’re sorry for the situation, and we have decided to adjust the refund to be 50% of the full cost, including Turo’s earnings plus the full delivery feeThis resulted in an additional refund of $90.34, which we have processed at this timeWe’re sorry for not matching this refund to *** with her earlier refund! Despite the circumstances, we are unable to require the owner to do more
I understand that this is not the outcome she was seekingWe hope that *** has a better experience with Turo in the future, and that her sister recovers quickly
Best,
Jamie Customer Support @ Turo

Complaint: ***I am rejecting this response because:
I refuse to accept this as a reasonable explanation as to why you charge me for the damagesYour proof is invalidYour statement,
"As previously noted, we authorized the claim in this case because the damage was clearly the result of the incidents on the trip, all of
which were accurately documented on time.", is not true and you should pay attention to more detailFirst of all, the photos of the "damage" were sent much later AFTER the issues was resolvedThe "damage" to the back seat can not completely try out in your so called 24-hour reporting periodIf the owner picked the car up in such timely fashion and reported the "damage" within your 24-hour timeframe, then where are the photos of the "damage" WITH the date and time stamp? EVERY SINGLE PHOTO Turo sent me has a date and time stamp EXCEPT the ones of this "damage"If the "damage" is not Turo's fault then it is the owners fault; either way, this should be between Turo, the owner of the car, and their insurance companies; not me or mine
Turo is simply ripping off customers and unwilling to work to solve any issueI am proof, and unfortunately, one of many
Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/07/21) */
We do appreciate *** reaching out to us, and apologize for the inconvenience she has experiencedAt the time of her original membership revocation, our internal security system (of which we cannot disclose the details) did require that we, at
least temporarily, revoke her membershipHowever, enough time has passed *** then and now that I am happy to reconsider her request for membershipI'll be sending her an email at the email address she has listed on her main account; if she can supply the requested documentation, I am happy to provide her with membership with RelayRides again
*** will be receiving an email shortly with the next steps!
Best,
***
Customer Support Manager @ RelayRides

When I read ***’s rejection of our initial response, I went back to view the emails he references here to be sure I didn’t miss somethingThings here just don’t seem to add upAs I originally noted, the process got off to a slow start because it took *** eight days to get back to us with his car’s VIN number(We asked for it on January 22, and he sent it to us on January 30.) In his rejection note here, he says he sent it to our third-party site three days after the accidentThere is no third-party site for customers to deal with when they initially file a claim (we do use some third-party websites once a claim has progressed, but not at initial intake), so I don’t know to what service *** is referring, and I’m sorry if there was any confusion around that
*** says that he followed the email link we sent him to set up two different calls with his adjuster, and the adjuster was a no show for bothI’m guessing he’s referring to scheduling a call with his Turo claims agentI reached out to that agent to ask him to review his calendarHe had no scheduled calls from *** on his calendar
As for reimbursing *** for his rental car, *** did submit what looks to be a cut-and-paste of an email from the rental car company as proof of his booking and paymentHis claims agent asked him to instead please submit a screenshot of the electronic receipt or submit a photo of the final paper invoice for reviewThat was on March 16, and *** has still not submitted the document we need in order to reimburse himWe’re ready and willing to so if he would follow through and send this documentationTo date, we have paid *** $for his damage claim
Best,***Customer Support @ Turo

I’m sorry to hear *** does not agree with the final decision regarding his damage claimI can assure him that Turo takes every claim very seriously and reviews each one thoroughly
The discoloration *** reported on the hood of the car was reviewed as a part of the damage claim he filed on January The ultimate determination was made by a Claims Associate and subsequently reviewed by a Claims SupervisorThey found that the pre-trip photos *** submitted of the hood of the car were not clear enough to support the claim
We did find there was enough evidence to support a cleaning reimbursement, and let *** know that we would cover up to $for a strip wash to have the wax removedAs the discoloration on the hood was deemed ineligible, this is the most we were able to provide *** in this instance as documented in the policies on our website
I understand that’s a frustrating outcomeWe do our best to make fair and impartial determinations, and to create policies that do not unfairly burden either hosts or guestsThis claim was given careful consideration with those policies in mind, and, unfortunately, was not eligible for coverage
I do sincerely apologize for the frustration and inconvenience this has caused, and hope that *** understands the reasoning behind our decision
Kind Regards,
***
*** *** * ***

I’m happy to talk through *** situation as it’s quite straightforward, and I hope my explanation will clarify things for him
*** picked up his vehicle on April 30, 2018, and returned it one day laterWhen his host checked the car after *** returned it, he discovered that ***
had driven miles more than the agreed-upon mileage that was included in his bookingTuro hosts are required to list the number of miles a guest is allowed to drive per day, and that number is clearly shown on the vehicle listing page and on the trip checkout page, so *** would have known how many miles he was permitted to drive
When *** host reached out to let *** know that he had exceeded the distance allowed for the trip, *** then told his host that the brakes in his car were bad and said that he had a photograph of a lit dashboard warning that indicated brake issuesWhen we looked at *** photograph, the lit dashboard message simply said “Parking Brake Engaged,” which indicates not a brake problem, but a reminder that the parking brake needs to be released before driving the vehicle
Here *** says that the brakes were squealingHad he had concerns about the brakes and his safety, he could have reached out to Turo at any time during his trip to report his concernsDepending on the severity of the issue, we could have sent our 24/roadside service to retrieve the car and worked to find *** a new vehicleIn this case, *** never reported any brake issue or safety concern until after his trip had ended, and he was notified that he would be required to pay for the additional miles he drove his host’s car
When we do receive a report of a safety concern, we restrict the host’s car and require them to submit documentation that the safety issue has been fixed before we allow them to relist their car on our platformIn fact, when *** wrote to us after the trip ended and reported a safety concern, we did restrict his host’s vehicle while we investigated the issue
We absolutely want to hear from guests should they have any concerns about a vehicle’s safetyIn *** case, the report was investigated and determined to be invalidAlthough he does not dispute that he drove an extra miles during his trip in his host’s car, *** has chosen to dispute his excess distance chargeWe hope he’ll reconsider and honor his obligation to his host
Best,
***Customer Support @ Turo

I sincerely apologize for the experience *** has hadI understand why *** feels misled by the owner’s positive review and then subsequent damage claimWhile it is also true that damage was reported just outside of the hour reporting period, there is strong evidence indicating that the
damage occurred during ***’s rental, and we cannot fairly ignore it
The car was rented at one of Turo’s valet lotsThe valet attendants take time-stamped before and after photos of the vehiclesThese time-stamped photos clearly indicate that the damage was not there minutes before ***’s trip startedThe photos from the end of the trip were taken within minutes of the car’s return, and clearly indicate damageI hope *** can understand why we cannot ignore this apparent evidence
However, if *** can provide a photo that shows this damage was not present at the end of her trip, or was present before her trip started, we would be more than willing to re-investigate the case*** is welcome to provide any additional information for our review
I know that this is not the outcome *** was hoping for, and I understand her frustrationOur goal is to make the claims process as frictionless as possible, and I know that this was not the case for ***For that, I sincerely apologize
If *** has any further questions, she can feel free to reach out to the claims agent she has been working with
Best,
***
Customer Support @ Turo

I’m very sorry that *** is unhappy with our reporting policy, and that he felt he was misinformed about any possible exceptionsTuro’s damage policies are specific around reporting time periodsAfter the trip’s end the owner has hours to report any damage to the vehicleAnything outside
of that time period is ineligible for reimbursementIn a situation where the owner is unavailable to inspect the car, we recommend that a friend or family member do the inspection for the owner, or that the owner asks the traveler to upload pictures upon the vehicle’s return
*** emailed Turo to inform us that he would not be present for the return of the vehicle, we let him know that our hour reporting policy still stands, and that if he does not report any damage within hours of the vehicle’s return we will not be able to move forward with any damage claimsTuro recommended that *** have his guest take extensive photos upon the vehicle’s return*** responded and acknowledged that we would not be able to honor any late reports and agreed that the point was moot until he had inspected the car
*** also mentioned that previously, in a phone call with a Turo representative, he had been told that it was alright for him to inspect and report damage outside of the hour reporting policyWe confirmed with the representative that *** talked to that no such promise had been made; however, we understand that sometimes things get lost in translationSince there is no transcript of this conversation, we have offered *** $out of Turo’s own pocket, seeing as *** did provide us with evidence of smoking in the vehicle
However, Turo did not falsely advertise any policies: We followed our policies per usual, and *** was proactively informed in an email that any damage reported outside of the reporting period would be inadmissible
I understand that this is not the outcome *** was hoping for, but Turo’s policies are in place and reinforced for the continued safety and security of our marketplace, and we must abide by our policies
Best,
***
Customer Support @ Turo

Complaint: ***I am rejecting this response because: I was never allowed to take photos pre-trip They just rushed me in the car In any case, the chips were so small, I didn't notice them at first and did notify the owner when they started to spread as indicated Also, no photos were taken by them either when I picked up the vehicle The photos they took were before they ever dropped the vehicle to me, were not taken in my presence, and the chips could have occurred after the photos were taken but before I received the vehicle As I said, they rushed me in the vehicle and did not do a walk through with me The chips were so tiny initially, they were not seen until they began to expand due to the cold and finally spread into cracks on the final day At no time while I was driving did anything ping the windshield or hit it The chips were pre-existing and I absolutely will not pay for something I did not do under any circumstances I will never use the Turo service again and will continue to warn others of their dishonesty
Sincerely,*** ***

I’m very sorry for the inconveniences *** has experienced while trying to rent a carAfter looking into this case, I can see that ***’s account was placed on a brief hold while our verification team did a routine re-verification of her account
At this time, ***’s account has
been verified and re-activatedTuro routinely performs verification checks with active drivers to ensure that member’s auto insurance scores or driving records are still in compliance with our eligibility requirementsOur routine verification checks are only to ensure the continued quality and safety of the Turo marketplaceI understand that this can be an inconvenience to active members, but these checks are in the best interest of the Turo community
I’m sorry if *** feels that our processes are unfair or biased, but I can assure her that Turo does not discriminate against applicants based on race, gender, age, sexual preference, country of origin, or any other identifying characteristics; however, we do reserve the right to refuse membership to anyone, and we only decline to offer membership after performing a thorough internal review of an applicationHappily, in ***’s case, her account was quickly reinstated once we received the information we needed
Once again, I apologize for the inconvenience, but ***’s account is now fully activated, and she is able to rentIf she has any further questions or concerns, she can feel free to reach out to the agent she has been working with
Best,
***
Customer Support @ Turo

Initial Business Response /* (1000, 5, 2015/12/01) */
We're sorry that ***' experience with Turo (formerly RelayRides) has not been a smooth oneUltimately, the crux of the issue is that *** originally created an account with shared information with his wifeOur process and policies work such
that no two people can share an account nor can they share information between accountsThe process for getting this resolved can be a bit cumbersome, and per our security and verification systems we can't be too explicit with the details, but it ultimately involves separating the individuals sharing an account and having them create, or maintain, their own entirely separate accountsEach person involved in a shared account must be verified independently, hence why we did require ***' wife to create an accountSince *** filed this concern with the Revdex.com, different members of the verification team attempted to work with both *** and *** to get their accounts resolvedUltimately, when asked to take the final step with his account, *** stated that he would not be using usWe recognize that our process for separating shared accounts is cumbersome, and we are sorry for the negative experienceIf *** would like to proceed, or for us to close his account, he's welcome to reach back out to us at support.turo.com
Once again, we do apologize for the inconvenience that *** and *** experienced
Regards,
***
Customer Support Manager @ Turo

I can appreciate that *** *** upset at being removed from the Turo platformWe verify all users at the time they submit their request to join Turo, but our verification process is ongoing, and can be triggered by different events
We first notified *** that there was a problem with her
account because it appeared that she had created multiple accounts with different email addressesTuro prohibits users from having more than one accountWe asked *** to submit all the email addresses she may have used to sign up with along with documentation of her license and payment methodUnfortunately, the verification we conducted with this information resulted in our having to ban ***
In the interest of fairness, we do allow users to request a second reviewIn order to conduct such a review, we require additional documentation, which *** did provideUnfortunately, our second investigation resulted in the same outcome as the first, and we had to stand by our decision to remove her from Turo
Without more information, I can’t speak to the removal of ***’s fiance from the platform or the situation she mentions about getting scammed outside the website, but I’d be happy to look into it if she provides more details
Best,
***Customer Support @ Turo

Complaint: ***I am rejecting this response because: I created another account on accident I was verified on my other account, ready to go and book a vehicleI completely forgot that I had that account and created a new one mistakenly, so both accounts were deactivatedTuro has not asked me yet for any additional info to prove this is not fraud of any sort, which I'll be more than glad to provide to have my account reactivated This has been going on for two weeks and it has been giving me the biggest headache. Sincerely,*** ***

Complaint: ***I am rejecting this response because:
Per verification guidelines I qualify under every requirement. This deactivation is due to discrimination, if it is not per the company's own guidelines. I am verfiied as the user and driver of the cars I rent, have a good reviews in every experience, and have never missed a payment. I would like to know what the company's ruling is, due to the fact that I have been renting from them for years and none of my information has changed, unless someone has hacked my account and I would like to be informed for security purposes, as they have access to my bills, address, photos, credit card information, etc.Sincerely,*** ***

I’m sorry that *** is unsatisfied with our decisionI understand it’s disappointing to be denied coverage, but unfortunately, because multiple violations of Turo policies have occurred, Turo is unable to provide coverage for the vehicle damage
The vehicle was provided to the traveler in New York, which is a violation of Turo's policies*** himself, for this particular rental, confirmed and verified in his messaging that the vehicle was located in a particular neighborhood of New YorkHis messaging with various other travelers also shows that he was aware of the restriction but continued to work around it*** additionally informed one of our representatives over the phone that the traveler involved with this specific rental received the vehicle in New York
As this was not *** first breach of our Terms of service, our decision to deny coverage is firm Turo will not be collecting from the traveler for this claim
Our decision is final, and this damage claim has been closedI apologize again for the inconvenience this has caused Burak
Best,
***
Customer Support @ Turo

Complaint: ***I am rejecting this response because:
I would like to await ***'s response to the most recent incident I had with Turo - a complaint that was just filed yesterdayShe is welcome to review that complaint as wellI would like *** to look over her response to this complaint and let me know how she feels after she sees what had happened over the weekend with TURO stuff with my most recent reservation.
Sincerely,*** ***