[zubin245]

Hello everyone! As promised, I'm here to share my early experiences (2018-19) with the Turo car-sharing business.

Let me start off by saying the Canadian Dream is basically the American Dream with free Healthcare.

Ontario's tax situation is worth noting—pretty much everything gets hit with a 13% tax, although I won't be factoring that in when discussing vehicle prices.

Anyways, when I came to the North Pole to fulfill my Canadian Dream, I had to leave a lot of baggage behind in Delhi and move here. Apart from the obvious, friends and family, I had to leave my Family's fleet behind. Those vehicles weren't technically mine; my parents had worked hard for them. But I had the privilege of driving them. Our garage back in 2016 included:

2010 Ford Endeavour 4x2 2.5 MT






2009 Scorpio Getaway 4x2 MT


2010 Toyota Corolla Altis G Petrol MT


1999 Mitsubishi Lancer GLX Diesel (SOLD in 2012, while I was in my first year at college in Jaipur. Its loss hit me the most since I learnt to drive in that car and had hoped to take it with me)


Moving forward, I bid a heartfelt farewell to these cherished vehicles, marking the beginning of a new chapter in 2016. I sought after my Master's Degree at the esteemed University of Toronto while juggling part-time jobs to cover expenses.


Most of the friends I made through these jobs, took the (less-than-wise) route of financing their first vehicles with $0 down, locking into unreasonable finance rates (especially for Canada) with lengthy terms like 7-8 years. Some even financed brand new cars under these terms.

Having done my research, I understood the tactics used by these dealers to profit and sought out the most suitable financing package for my situation. I had a few vehicles in mind and aimed for a car that qualified to be used for Uber. (It's important to note that I came from humble beginnings and was solely focused on making ends meet.)

In 2018, after completing my graduation, while searching for a stable job, I narrowed down my car options specifically for Uber use, until I secured a more permanent opportunity.

-2016 Honda Civic(~$18,000)
-2017 Hyundai Elantra (~$17,000)
-2013 Mitsubishi Outlander(~$15,000)
-An Evo imported from Japan (~$12,000, if I remember correctly)

The Evo option seemed like a long shot back then. Canada has an import rule permitting cars older than 15 years to be brought into the country, but it was an uncommon occurrence at that time. Moreover, Insuring a 22-year-old with only a right-hand drive (RHD) vehicle from Japan was nearly impossible due to the lack of available insurance options (little did I know, this market was on the brink of exploding). I'll save this story for another time—stay tuned for the Evo thread (Yes! I’m working on that too).

Now, let's address Ontario's auto insurance, which happens to be among the most expensive globally. They aren't keen on insuring individuals under 25 y.o., let alone something as unconventional as an imported car with the steering wheel on the "wrong"(-read as “right”) side. It was a massive hassle just to consider it, so I shelved that plan.

As for choosing among the other three vehicles, my heart leaned toward the Civic & Elantra (either/or), but the Outlander served as a reliable backup option. We had firsthand experience with Mitsubishi’s reliability and versatility through a close family friend's ownership (the white Outlander in the Endeavour Pictures above).

After browsing dealership after dealership and nearly settling for a Blue 2016 Civic EX-T priced at almost $19,000, I realized the financial strain it would impose as a new-grad.

Disappointed by this realization, I opted for the cheaper alternative—the Outlander. A white 2011 with only 80,000km caught my eye online at a Dodge Dealership in Brampton (Yes, the stories are real). It was listed for $17,000. So, like a novice, I headed to the dealership, unaware of what awaited me. This marked my first real encounter with a salesperson, and let me tell you, the cliché of a pushy salesman was spot-on. From the moment I stepped in, I felt pressured to buy the car, which turned me off completely. Despite the car's low mileage, they kept pressing me, claiming another buyer was also interested at the same time and whoever puts their offer in first will get dibs. The car needed extensive work, including new tires and brakes, so I decided to make it easy for them and got up and left.

Fuelled by frustration, I wandered into the nearby Mitsubishi Dealership, expecting a similar experience, uncertain if they even had the car I wanted. To my surprise, I was greeted warmly, and the salesman was devoid of any pressure. He promptly checked their inventory and found a 2013 model with 105,000km (a reasonable mileage in Canada, considering the prevalent freeway driving, which averages to 50km/trip or more). To add to the excitement, it was the top-tier GT trim, priced around $16,000. After test-driving it, I was smitten. I asked for a day or two to think it over, and he was understanding.


Returning two days later with my Uncle to seal the deal, I tried to leverage his experience as an adept negotiator, buying cars in Canada since the early 2000s. We started off our shrewd negotiations with an initial offer of $14,000. To our surprise they countered with $14,900 (instant $1,100 drop). After two hours of back-and-forth, we hit a deadlock at $14,400 from my end and $14,700 from theirs. We had to walk away, assuming they might get a full-price offer, and I'd lose the car for good. Two more days passed, and they called back offering it for $14,700 yet again. I politely declined, countering with $14,500. After an hour, they called back with yet another refusal (to my frustration) but a compromise at $14,600. I decided to go for it. Papers were signed, and I initiated financing with a $5,000 down payment and 5.99% financing over a five year term (a decision I would NEVER make again in hindsight).


Fantastic! Now I own the car, and it's August 2018. Like any other 24-year-old juggling a newly financed car with monthly payments and seemingly unaffordable insurance, I signed up as an Uber driver. After hustling for about a month until September 2018, I landed a full-time job just a stone's throw away from my home. This meant I didn't really require the car during weekdays, only for leisure on weekends. Initially, I had considered renting the car out on Turo (a car-sharing platform) when I purchased the car. However, as a car enthusiast, the idea of letting someone else drive my prized possession didn't sit well with me. But now, with a $500+ monthly commitment and a new job that didn't offer a godly pay, it was becoming evident that owning the vehicle was still a luxury I couldn't afford.


I first learned about Turo from one of Doug DeMuro's videos in 2015, and it launched in Canada the following year, in 2016. I rented a 2013 BMW 328i in the Spring of 2018 and was thoroughly impressed with the concept and the array of cool vehicles available to rent on the platform.

Regarding insurance and Turo, I grasped the necessity of having a primary insurance policy for my vehicle, covering everyday driving, deliveries, fueling, and maintenance tasks. The Turo Protection, although not technically insurance but operating similarly, comes into effect when the rental trip commences. It provides coverage for any physical damage to the vehicle while it's in the renter's possession. This protection offers a $2,000,000 third-party liability and imposes a $0 deductible for damage repairs from my side. Initially, when I commenced in 2018, Turo used to deduct 30% of the base rate set for my vehicle. Over time, this deduction has reduced to 25% under the same conditions.

I'll delve into other commission split plans later in my narrative, as they are recent additions to the platform. Similarly, I'll address damages, payout methods for repairs, and their evolution over the years in the later parts of my story.

So, on the first Friday of September 2018, I listed the Outlander on Turo. The next morning, I woke up to a booking request for the entire weekend—Boom! $150. That wiped out a third of my monthly obligation in just one weekend! Hmmm! This seems promising.

However, as luck would have it, I had to commute to the next township for work shortly after September 2018, so I reluctantly paused the listing on Turo for the time being.

Fast forward to the New Year (2018-19), my parents expressed their desire to visit Canada for about 6 months and would need a vehicle instead of relying on me to drive them around. Having heard about Turo through me, they suggested purchasing another vehicle and using it for Turo rentals when they were out of the country, blocking it off when they were here. This sparked an idea! Under the agreement that the vehicle would be owned by them, I'd manage it on Turo, and credit their account with the earnings from the second vehicle, we were set. But now came the question—WHICH CAR?

Relying on my initial list when I shortlisted vehicles, I narrowed down the cheapest Civics and Elantras in the province. Surprisingly, the Civic was way more expensive than I had anticipated, nearly $18,000 for one with 120,000km on the odometer. However, I stumbled upon a low-mileage gem—a 2017 Elantra GL with only 36,000km—at a Kia Dealership about an hour's drive from my place. Listed at $16,000, it had a price slash to $15,500 which is when I went to see it. I test drove it in the freezing January of 2019, corresponded with my parents about its condition, and placed a deposit.





The dealership promised me that the vehicle would be ready in a week and the full cash payment, wired from my parents in India, was made on delivery day.


I revived my Turo account by adding the second vehicle with fewer restrictions. Given the peak of winter, there were almost no bookings until February 2019, when we received our first booking amidst a snowstorm, which terrified me. I feared I'd never see the car again! Thankfully, it returned in great condition, and things started gaining momentum from there.

Both the cars engulfed in snow after a major snow storm

I should mention, this entire time I lived in Downtown Toronto in a room within a dated house at the edge of Chinatown. Parking was a hassle even with a street parking permit, and there was no on-site parking on the property.


Managing parking, renting out at least one car, and commuting to work, which took over 45 minutes each way, became increasingly challenging (get where this is going?). So, in March 2019, I moved to the neighbouring township of Etobicoke (pronounced Etobico'), as I was financially capable of affording my own condo in a great building, just a 5-minute drive from work.

Moving Day!

Despite concerns about reduced bookings after moving away from downtown towards the suburbs, my strategic location at the edge of downtown turned out to be a unique advantage. Easily accessible by public transit, I could cater to renters from both Downtown and my neighbourhood. Bookings started pouring in—week-long reservations, three-week reservations, and reservations with deliveries. I was on a roll! My choice of vehicle played an important part as well; the Elantra's modern features and incredible gas mileage made it a highly desirable rental car. It was an instant hit in my area!

Moreover, upon settling into my condo building, I found out about the two car wash bays available in our underground parking. One bay allows for a basic spray down and is completely free for all residents. The second bay operates on coins and offers spray, foam, and wax services. To manage expenses, I opted to bring my own soap solution and employed a two-bucket method for washing cars, alongside a portable vacuum for car interior cleaning, effectively keeping my overhead costs low.

Come May 2019, with bookings going smoothly, it was time for my parents' arrival. I had to block the vehicle's availability until late October at the very least. When my parents reviewed the earnings from the vehicle, they were amazed by how much it had earned in just five months. After numerous discussions, as a family, we decided it would be wise to continue renting the vehicle and use it whenever available.

Once again, the close proximity of my new workplace to home, made me think about renting out the Outlander. My parents advocated strongly for it since it was their suggestion. I needed little convincing; I was already sold. Within the next two months, I rarely saw these two cars for more than a day at a time—they were constantly rented out. So much so that I paid off the Outlander loan by early July. In this time, my mom, dad, brother, and I contemplated the potential and debated if I should get a third vehicle.

Adding a third vehicle was a huge commitment. While my monthly insurance premium slightly decreased due to a multi-vehicle discount after the second vehicle, it still remained relatively high. However, in 2019, upon turning 25 and relocating from the city, I witnessed a 30% reduction in insurance rates for both vehicles combined. This prompted me to consider adding a third vehicle.

At that point in time, I had two vehicles, both free of liens. During my parents' visit, I had managed to save a substantial amount of money by cutting back on expenses, avoiding unnecessary spending, and investing funds.

I wanted to explore something different from the mid-size SUV and economy sedan I already had. The idea of a luxury sedan, particularly a BMW 3 Series, intrigued me as I absolutely loved the F30 body style, having seen my superiors at work drive them. Therefore, I decided to explore options at a BMW dealership.

I should note why I was considering company dealerships for used vehicles at that time. The answer was clear, they know the products they're selling, and certified used vehicles typically come with a 30-day warranty. For instance, when my Outlander needed a new rear-left shock and a new 12V car battery shortly after delivery, all repairs were covered at no cost. This assurance in buying certified used vehicles instilled confidence, and I somewhat use this strategy to buy reliable used vehicles even today.

Back to the hunt for the BMW, I did some research and found that the 2014 and up model year had the updated iDrive system with the bigger center knob and the wide screen so I decided to look for a 2014 3 series optioned with at least the 10" iDrive and projector headlights. I found one at the local Toronto BMW dealer with only 80,000 clicks listed for $20,000. Additionally, they were offering 1.49% financing for 3 years and since I was putting more than half the value as a down payment, my monthly payment was going to be super low and I wouldn't be in negative equity during my loan term.

Excitedly, I rushed to the dealership, only to learn that the vehicle had been sold a few hours earlier. Disappointed, I nonetheless found the salesperson helpful. They showed me an inventory of over 100 F30 3 Series, vehicles ranging from 2012 to 2017. After extensive test drives and comparisons, I settled on a 2013 328i. It was well-equipped with a heated steering wheel and seats, the older generation 10" iDrive, and aftermarket projectors. Although not precisely what I had in mind, it somewhat met my criteria. Now the fun part. This was listed at $14,707. Why, you ask? It's because this one had a whopping 160,000 clicks. My initial reaction was to run away, but then I considered—what's the necessity for a low-mileage vehicle, especially if it's intended mainly for rentals? Perhaps, having a less pristine one might be less painful if any damage occurs.






While concerned about the maintenance history, the previous owner appeared to be an enthusiast. I was presented with a comprehensive binder of service records, probably the size of a phone book with detailed records and interactions of the previous owner with the service department. I'm not going to go through all the details of the records but a notable mention is the transmission replacement at 70,000km under warranty. Apart from that, the meticulous adherence to scheduled maintenance quite frankly, blew me away. It really motivated me to move ahead with the deal. Also, one quick phone call to my local mechanic who happened to be a BMW specialist, confirmed that the vehicle was well looked after and to go ahead and pull the trigger. And so I did, they got the papers ready and the entire amount was covered in cash.

The transaction involved no negotiations as BMW follows a no-haggle, best-price policy. It's their rock-bottom price to ensure the best price for the customer and a decent commission for them. Initially skeptical, I later learned from Your Auto Advocate YouTube videos that some dealerships indeed operate under this model and there is actually no more room to lower the price.

Delivery was expected within a week, as per standard procedure and the agonizing wait began. To go over some of the bonus goodies, the vehicle came with all-weather floor liners, a godsend for Canadian roads, as they protected the carpet flooring from salt stains. The entire front end was also PPFed (Front Fenders, Hood & Front Bumper) so that was a $1900 investment I did not have to make.

With regards to parking, the pressure intensified as I had to find space for three cars with only one designated parking spot and limited visitor parking, available merely 10 nights a month. Feeling the crunch, I decided it was time to explore renting an additional spot. I had noticed an empty spot next to mine on P2 since I moved in and decided to inquire about its ownership. Surprisingly, it belonged to an elderly lady residing a few floors below me who had never owned a car and hadn't considered renting out the spot for extra income. Once again, I negotiated shrewdly and secured the spot for a monthly rent of $80, significantly below the market average of $120 a month. I assured her of prompt cash payment on the 1st of each month, starting from that month onwards.

New Parking Spot Acquired!!

The car was delivered as promised a week later, detailed so well that it really looked like a new vehicle. I listed it on Turo right away, fully expecting to be waiting a few weeks before our first booking. Ping! We got a booking on the first day. $134 for a day's rental. Yes please!


Delivery Day!

Now it is important to mention that the aftermarket projector headlights that the previous owner installed were causing electronic malfunctions from day 1, in the sense that I would randomly get a low beam malfunction warning (and the dreaded BMW chime!). So I scheduled an appointment with BMW service to get them fixed, but this new reservation was booked for right before the car was scheduled to go in for service. I was gut wrenched that I'd have to cancel the very first booking because of the stupid headlight. Reluctantly, I contacted the guest, explaining the situation, but he was adamant, promising not to drive at night, so we agreed to proceed. The trip went smoothly, and despite the headlight malfunction, I received an excellent review.

I sent the car back to BMW the following day and awaited their response. In my rookie mistake, I forgot to block off the car, resulting in another booking that I had to release. I promptly blocked it off until I received news from the service center. Days later, BMW informed me that as the car was originally fitted with halogens, the aftermarket HID ballast caused issues. They replaced the ballasts on both sides at no cost, which left me quite elated. However, after driving extensively for the next couple of weeks, CHIME! Headlight Malfunction! Again?!!!! and my headlights start flickering. I pull over and call my salesperson, livid! He was so calm and took the car back into service, no questions asked. After another agonizing week, I received word that the entire headlight assembly was faulty. BMW would replace it with the factory halogens, again at no cost. When inquiring about upgrading to the factory projectors, I was informed that I'd have to pay full price for each component, as it was considered an upgrade, costing a whopping $2000 per side. I opted to stick with the halogens, which eventually grew on me.

After resolving all the problems with the Bimmer, I relisted it on Turo. The business thrived from summer 2019 until October 2019, prompting my decision to buy-out the 2017 Elantra from my parents, thereby consolidating ownership of all three cars under my name. As my parents prepared to return to India, it became my responsibility to manage three cars alongside my full-time job and all my household chores. It was not going to be easy but I was fully prepared to take on the challenge.

Overall, our inaugural year in the business was a tremendous learning experience. Generating enough income in 2019 to pay off one car entirely within the first year was a significant achievement. However, it's crucial to mention that the business wasn't self-sustaining at this juncture. I was thankful for my full-time job, which enabled me to purchase two more cars outright in cash (the BMW and the 2017 Elantra from my parents). As the upcoming parts of my story will reveal, this job played a pivotal role in allowing me to invest in and expand the business until it became self-sufficient, reaching the stage it stands at today.

Another key lesson from our first year was recognizing the seasonal nature of the business, much like the extremely varying weather patterns in Canada. I observed a notable surge in bookings from May to September, followed by a gradual decline through October and November, followed briefly by a surge in December for the holiday season, particularly in the final two weeks of the year. January and February remained the slowest months, while March and April hinted at the approaching busy season.

Throughout that initial year, I transitioned from in-person hand offs to remote lockbox pickups, leveraging our condo parking lot to streamline operations. Embracing remote hand-offs became crucial, especially considering that I would later manage and expand the business single handedly until early 2022.


As the curtains closed on 2019, it marked not just an endpoint to an important year but a pivotal chapter in my Turo venture. These initial experiences laid the groundwork for the forthcoming evolution of my narrative, highlighting my journey's growth, challenges, and adaptations in the world of car sharing.


Fin.

[14000rpm]

A mid 20's guy thinking strategically about investment in the right places and with the willingness to Hustle is Truly rare these days.

I can see you go places.
Keep Strong.

[benbsb29]

Made for an interesting read. Thanks for sharing.
Turo as a platform is available in Australia as well, and although I've never used it, the cars on offer are definitely enticing.

[zubin245]

Originally Posted by benbsb29

Made for an interesting read. Thanks for sharing.
Turo as a platform is available in Australia as well, and although I've never used it, the cars on offer are definitely enticing.

I would suggest you start by renting enthusiast cars off the platform. That’s what I love doing. Cars that are not practical to own but lovely to drive! It’s great for gear-heads who are tied down by their daily drivers but want to enjoy a nice ride every now and then.

Some vehicles I’ve rented off the platform are:

-2013 BMW 328i Sport Line
-2018 Tesla Model 3 Mid-Range
-2020 Tesla Model 3 Standard-Range
-2014 Jaguar F Type Soft top
-2017 Dodge Challenger 392 MT
-2014 C7 Corvette
-2022 Tesla Model Y Long Range FSD
-2019 Audi TT

Try it, mate! You might just get hooked.

[maddy42]

Zubin thank you for being very candid in your story telling of your business. The hustle and the way you articulate it is very good. What were you working as when this business of yours was picking up and how does the tax implications of your business work out?

Lastly how do you deal with renters abusing the car? Lately i had rented out a baleno which definitely had one accident as well as the clutch totally failing which was blamed on "college going kids, who drive rashly and drink in the car"!

Love your contactless handoff process as thats very smart and saves a lot of hassles. Did you ever have to deal with Turos claims process?

[sameer sultan]

Zubin, very interesting write up!Right from the start you were sensible in not opting for the 0 down payment and high interest rate car loans. Your smart thinking paid off. Eager to read about further updates in your Turo renting business especially whether Covid-19 had any effect. Bring it on.

During my Jan 2020 trip to NYC I wanted to rent out a Tesla at that time the regular renters like Enterprise/Hertz/Avis did not have Tesla’s in their portfolio. Then I came across Turo and found a Tesla available for rent. I could not rent it as Turo insisted on a local mobile no for the booking process. I was using airtel international roaming hence could not rent the Tesla. That was my experience with Turo!

[zubin245]

Originally Posted by maddy42

Zubin thank you for being very candid in your story telling of your business. The hustle and the way you articulate it is very good. What were you working as when this business of yours was picking up and how does the tax implications of your business work out?

Lastly how do you deal with renters abusing the car? Lately i had rented out a baleno which definitely had one accident as well as the clutch totally failing which was blamed on "college going kids, who drive rashly and drink in the car"!

Love your contactless handoff process as thats very smart and saves a lot of hassles. Did you ever have to deal with Turos claims process?

Hi! Thanks so much for the feedback! I’m glad everyone is enjoying reading it.

Even though you’ll find all the answers to your questions in the following parts of my narrative, I’ll briefly answer them for you here.

When I started out, the cars were registered in my personal name and was advised by my accountant to move them under a company name once the fleet started getting sizeable. I like a noob, did that quite late in my journey and missed out on some tax credits along the way.

The claims process could be an entire part by itself as it’s tricky business, to say the least. But I feel like good documentation of the vehicle before it leaves is mandatory for the claims department to approve your claim. Secondly, I avoid stick shifts at all costs. I’ve come to learn that the more technically challenging a vehicle is to drive for your guest, the more chances there are of mechanical damage which are a pain to prove to be guest’s fault. I don’t bother myself with drinking in the car, because if they wreck or total the car, it falls entirely on them to pay, and guess what? You get a big fat insurance payout. Yes, your car will be out of commission for a bit but the pay out will cover repairs and then some.

I deal with Turo claims on a monthly basis. It’s inevitable with 24 cars.

I will elaborate on a lot of these topics in parts to come, stay tuned! I would like this thread to blow up first

Originally Posted by sameer sultan

Zubin, very interesting write up!Right from the start you were sensible in not opting for the 0 down payment and high interest rate car loans. Your smart thinking paid off. Eager to read about further updates in your Turo renting business especially whether Covid-19 had any effect. Bring it on.

During my Jan 2020 trip to NYC I wanted to rent out a Tesla at that time the regular renters like Enterprise/Hertz/Avis did not have Tesla’s in their portfolio. Then I came across Turo and found a Tesla available for rent. I could not rent it as Turo insisted on a local mobile no for the booking process. I was using airtel international roaming hence could not rent the Tesla. That was my experience with Turo!

Hi Sameer! Thank you for your feedback. Yes, Turo is extremely strict with the mobile numbers. But I remember being able to register both, my mom and dad’s Turo accounts with their Indian numbers. Again, this was back in 2019 so the policy may have changed. But I don’t understand why, though. Because I have international travellers who most certainly use their respective local numbers to register their accounts. I’ll check with my account manager at Turo and get back to you with what they say.

[458]

Your write-up is very informative!

How do you navigate local, state, and federal regulations with respect to renting out private cars on turo? What are the legal requirements which you have to follow in Canada? Like how cities regulate airbnbs

And does this type of commercial activity affect the used car value in Canada, does this show up in a Carfax?

And how are small self drive car rental businesses like yours competitive compared to the likes of Hertz and Avis?

By the way you should start a YouTube channel in Hindi, there are a lot of people consuming foreign life content and it could be a potentially lucrative revenue stream for you.

[theexperthand]

A very interesting thread and thank you for the candid writing. Bookmarking the thread and waiting for the rest of the story :-)

--Anoop

[zubin245]

Originally Posted by 458

Your write-up is very informative!

How do you navigate local, state, and federal regulations with respect to renting out private cars on turo? What are the legal requirements which you have to follow in Canada? Like how cities regulate airbnbs

And does this type of commercial activity affect the used car value in Canada, does this show up in a Carfax?

And how are small self drive car rental businesses like yours competitive compared to the likes of Hertz and Avis?

By the way you should start a YouTube channel in Hindi, there are a lot of people consuming foreign life content and it could be a potentially lucrative revenue stream for you.

No real regulations for Turo specifically, more airport regulations and insurance implications. The vehicle has to be registered in a Canadian province with a valid safety certificate and insurance. That’s pretty much all you need to host your vehicle on Turo.

With regards to the big 3 rental companies, we offer a more personal touch which goes a really long way with private renters, commercial/corporate renters don’t really care about that stuff, and quite frankly, that’s not our clientele. I will certainly elaborate about this in the next part of my narrative.

Have considered going the YouTube route, I’m currently in the process of hiring staff to help with work load, once that is settled then I should get some more time for myself to carry out something along those lines.

[maddy42]

Originally Posted by zubin245

I will certainly elaborate about this in the next part of my narrative.

Have considered going the YouTube route, I’m currently in the process of hiring staff to help with work load, once that is settled then I should get some more time for myself to carry out something along those lines.

Do not reveal too much of your trade secrets

[amolbh]

Not to attack the OP, but I would very highly recommend everyone to stay away from Turo. I have had the most unprofessional and traumatizing experience with their customer support. They've been nothing but incompetent, incoherent, unbothered through over 12 hours of phone calls with them. Posts online echo the sentiment.

My issue was ultimately resolved over two days by an apologetic host. But if I were to keep having to talk to hosts, why have Turo as an intermediary?

[kiku007]

Great maturity and vision for your age. I wish you the very best.

I enjoyed reading your tale and I look forward to Part -2. Thanks for sharing.

[zubin245]

Originally Posted by amolbh

Not to attack the OP, but I would very highly recommend everyone to stay away from Turo. I have had the most unprofessional and traumatizing experience with their customer support. They've been nothing but incompetent, incoherent, unbothered through over 12 hours of phone calls with them. Posts online echo the sentiment.

My issue was ultimately resolved over two days by an apologetic host. But if I were to keep having to talk to hosts, why have Turo as an intermediary?

Hi there! It’s nice to meet you. Honestly, no offence taken. I am however, curious to know what went so wrong that caused you to have such a negative experience. Do elaborate.

I would also like to give some of the readers clarity that ultimately the host is responsible for the vehicle they’re renting out. Turo is a marketplace, just like Airbnb. Of course, there are hosts who are testing the waters, neglecting vehicle condition, have no idea what they’re doing or all of the above. On the flip side, you will find hosts such as myself that go the extra mile for customer satisfaction, by consistently providing spotless vehicles that are maintained meticulously and are a reasonable alternative to traditional rental cars.

While most maintenance is preventive, there have been times a vehicle has broken down without prior warning, happens to the best of us. It is how you treat your customer in those moments that will decided whether or not you’ll succeed in this business.

I do hope you give Turo another shot, perhaps with a more experienced host, and don’t view the platform negatively by this isolated experience.

[amolbh]

Originally Posted by zubin245

Hi there! It’s nice to meet you. Honestly, no offence taken. I am however, curious to know what went so wrong that caused you to have such a negative experience. Do elaborate.

Hi, nice to meet you Zubin! I've been a lurker on T-BHP for the past few years but felt strongly enough about Turo that I logged in to respond.

I am writing from memory so there might be some gaps or omissions.

The incident is from April of 2023, in a town called Lowell in the suburbs of Boston, MA. This incident caused my wife and I to lose the only weekend away from work during our week long trip when we were working from a hotel. I was on vacation with my wife, and had rented a Fiat 500 for a week or so, from a host in Boston who listed cars on Turo as a business. The car was in decent shape physically, although the tires seemed a bit worn out.

On the second or third day with the car, while driving on a bumpy road (a major street which I have driven on dozens of times in a bunch of different cars FYI), I hit a pothole which caused a flat tire making the car immobile. This was on a Friday evening around 5pm.

Right after stopping on the side of the road, I called the host, who asked me to contact Turo customer support. The support rep took almost 40 minutes after starting the call to ask the first relevant question about the problem (where am I located at the moment). The questions he continued asking made me think he hasn't paid any attention to what I was saying. Also most of the reps kept putting my call on hold every now and then for no reason, making me believe that they were handling multiple calls at once.


A tow truck showed up almost two hours after the initial call to Turo, and towed the car to a town called Lawrence which was about 30 minutes away. The tow truck guy mentioned I need to accompany the tow truck, but he doesn't have place for me and my wife. We had to separately follow the truck in an Uber. The car was towed to a garage in a shady neighborhood, and the garage took a while to get to seeing the car, only to tell me they don't have the right sized tire, and that all 4 will need to be changed. I said it's not my decision, and called Turo. Turo said that they will send another truck to tow the car to a different garage. I asked Turo if I can leave, and they said that I am responsible for the car and it would be better if I stayed with it.

So the garage owner took my car out and left it on the side of the main road. My wife and I decided to sit inside waiting for the next tow truck.

Upon asking Turo for an ETA on the tow truck, I was quoted as 2 hours, which would've been 10PM or so. Each time, it was me getting on a call, clicking menu options, answering the same 5-10 questions to establish my identity, and having to narrate the entire back story to a new rep, only to have them talk to me in the most uninterested dull tone as possible. They were mostly not fluent in English which is unacceptable in a customer facing role.

My wife and I waited, with subsequent calls having Turo mentioning that it's hard to find a tow truck. We asked Turo if we can call a tow truck ourself and get reimbursed, they said it is against their insurance to do so. Meanwhile, we saw tow trucks passing us on the road ever so often.

At 11:30 we finally had it, and called Turo asking it we can actually expect a truck, and they said yes we mentioned two hours ETA means it should be there by 1AM. I said that they have been saying two hours for a while now. I notified Turo that I want a confirmation that a truck will come, since I will be traveling to the airport to get another rental car, and whether I should return to Lawrence, or head home. The rep had the guts to say that she will write that I am abandoning the car! And this is when I mentioned that it's been over six hours that the car is broken down, and that I am traveling all the way to BOS from Lawrence in an Uber on my own dime to come back and check in on a car that neither the host nor Turo has shown any concern for.

My wife and I still went back to Lawrence (after traveling to the airport and getting an Avis rental) and waited until 1:30AM in the night (without having dinner) only to not have a tow truck arrive per the ETA. We decided to call it a night, and go back to catch up on some sleep. En route, we ended up on a street blocked by gangs, and thank God I had the alertness to realize what's going on and reversed the heck out of the street like some kind of a stunt car driver.

On Saturday at noon, we drove back to that place only to find the car still standing on the side of the road. We tried our luck with the host, who was aghast learning that we are still being expected to stick around with the car. He was unable to come to the car as he was out of town and didn't have staff over the weekend.

On a conference call with the host and Turo, all we got was incoherent sentences from Turo support, but with the statement that I am still responsible for the car. (One that gave up on me, 18 hours later, in a different town, 15 hours after I was promised it would be towed!)

All I and the host asked Turo was to tow the car to the host, get my name off the reservation, refund my money, and send it to me in writing that Turo will take care of the car and that I am free from having to mind it. But no. It seemed like a herculean task for the Turo reps to understand and follow this.

This PITA continued all through the next day (Sunday) as well, with promises of a truck coming some time soon, with my wife and I driving from Lowell to Lawrence twice a day to check on the car. There were multiple instances where either the Turo host or I lost cool and yelled at a dumb Turo rep from not understanding the situation.

The host all the while was apologetic. What my wife and I were worried about was someone noticing a stranded car and stealing it, since Turo asked us to keep the keys on the dash! The other worry was the Monday morning was a street sweeping day and the car might get ticketed/towed by the city.

30+ hours after first contact, the car was ultimately towed and the host sent me a confirmation that he has the car with him.

I would also like to give some of the readers clarity that ultimately the host is responsible for the vehicle they’re renting out. Turo is a marketplace, just like Airbnb. ......... reasonable alternative to traditional rental cars.

So are Amazon and Ebay, but in my ~10 years of online shopping, I have always seen them come to my aid when the seller was uncooperative. Turo (or Amazon/Ebay) are the face of the experience, customers remember Ebay, not johnson1234. The seller is a wildcard, the platform needs to be trusted, and as you can read above, the platform let me down big time, didn't respect my time, and put two lives in danger.

I do hope you give Turo another shot, perhaps with a more experienced host, and don’t view the platform negatively by this isolated experience.

I hope the readers will read my experience (and those of others on the internet) and decide whether their peace of mind is worth the few hundred dollars saved.