I recently had an incident with one of my cars listed in Turo and I wanted to share this with all.
My 2014 Volkswagen Jetta was rented out for two days from Dec 3, 5 PM – Dec 5. 5 PM. I checked the driver’s license, documented mileage and fuel and handed over the keys. Right after the trip end, I asked the renter about whereabouts as I hadn’t heard from her. She replied she was headed to bank to recharge her card so that she could extend the trip to which I mentioned no extension was possible and it has to be a new request then that the trip was over. Neither did I hear from her nor got the car back.
Fast forward a week
After working with Turo CS and TS and filing a Vehicle Embezzlement case in the police, the police was able to locate the car. On Monday (a week after rental period end) morning at 2:30 a police officer called me to inform that the car was found abandoned somewhere in Southern Rhode Island and was then in their barrack. The car appeared to be in good shape and they also found the keys inside the car. After working with Turo TS, I finally got the car towed back to my place in Malden, MA at around 10 pm Tuesday.
The external of car looked good but the internal was pretty messed up. Looked like they lived in the car. I found lot of her belongings inside the car including a flip-phone, some clothes, a pair of sunglasses and many other stuffs. The car smelled terrible, windows tainted (with stickers) and vehicle driven almost 1200 miles more than included distance.
Here are some pictures of inside of the car https://goo.gl/photos/oTYgmp1amBEkcaAQA
At this point it’s unclear what her intentions were but it was the worst experience in almost a year of my experience as Turo owner.
As a owner
I was worried about my car. I felt pretty bad that my car was treated the way it was. But thankfully I bought this car just to put in Turo, so the level of feeling bad is not as high as I would have if the same thing happened to my primary car. I would still rent out my car but I would be very wary of the renters. I’m pretty satisfied the way CS and T&S handled this (although there is more to do regarding cleaning fees, mileage over use, etc).
As Turo Employee
I think these are the kind of edge cases where we can prove ourselves to be better than anybody else. As a Turo employee, I was less worried than any other owner in my situation would have but it’s a very worrisome matter and we should treat it understanding the sentiment of owner. I’m glad that we’re already doing this but it’s very important that we be extra careful in every steps of resolution esp. in preparing the documents we send to owners for filing to the police
Overall, I’m glad that I got the car back in one piece. Hope we can filter out renters like that so that we can minimize cases like this.
Thanks Leela for being super awesome in resolving this case.
Update: Turo deposited $1258 to my account.
($250 -> Cleaning, car-inspection)
($150 -> Inconvenience Fee)
($150 -> Late Return Charge)
($45 -> Fuel)
($663 -> Mileage overuse)