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Damages
Mar 29, 2018 4:49:04 GMT -8
via mobile
Post by jbelsanti on Mar 29, 2018 4:49:04 GMT -8
I seem to keep having issues where customers don’t like to take responsibility for damages, turo is quick to demand proof from the owner. Then putting us in the middle going back and forth to prove otherwise. Meanwhile you are risking a terrible review from the customer. Most times on small issues I just pay myself to avoid all the bs, but that is not good business. What is the best way to hold people responsible for there damages without damaging your performance metrics?
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Damages
Mar 29, 2018 14:00:41 GMT -8
Post by dan on Mar 29, 2018 14:00:41 GMT -8
I just hope and pray they're responsible/sensible people. I try to find them the cheapest way to remedy the thing, and quickly tell them about the issue.
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Damages
Mar 30, 2018 21:13:07 GMT -8
Post by cabazan on Mar 30, 2018 21:13:07 GMT -8
We need to understand that our main metric is profit. You can't go to the supermarket and pay with reviews, nor will the bank waive your late fee for 5 stars. When there is damage, claim it right away. Don't risk losing $200 or $1,000, or whatever because you will lose 2 stars instead.
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Damages
Apr 2, 2018 10:49:41 GMT -8
Post by MT on Apr 2, 2018 10:49:41 GMT -8
We need to understand that our main metric is profit. You can't go to the supermarket and pay with reviews, nor will the bank waive your late fee for 5 stars. When there is damage, claim it right away. Don't risk losing $200 or $1,000, or whatever because you will lose 2 stars instead. We cant make the profit for too long having 1-star rating. I agree with Owner that communication should be done from Turo to Renter since we are paying for Insurance and Turo claims that they charge Admin Charges and Fees so they can provide Customer Service and Support for 24 hours which really don't seems to be a case here. The 24-hour policy is get away for Renter. I reported the Windshield Claim with Turo 12 hours late due to Car being returned at night and i was out next day. Not to mention Windshield crack is not easy to detect, I actually noticed when i sit down in a car because the crack was all the way bottom edge. I also had concerned about getting a negative rating from Claim so i tried to call Turo first for which i had to wait until Monday to see what would be the best way to deal with Claim and found out it was passed 24-hour window. It takes more than 24 hours for Turo to get back to us when we open support ticket then how can they expect us to inspect the car within 24 hours. I really hope this 24-hour policy changes soon or If the owner is required to take pictures of Damages within 24 hours then Renter should be required to take pictures as well upon returning the vehicle to prove that there was no damage occurred while the car was in their possession. If the renter doesn't end up taking a picture then Renter should be forced to take the liability of Damages. Thanks |
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Damages
Apr 3, 2018 18:11:37 GMT -8
Post by dcrich on Apr 3, 2018 18:11:37 GMT -8
I had to make a claim with Turo. What a nightmare. My car was brought back with 3 damage wheel caps. The car reeked of weed and there was ashes all across the dash board. I submitted a claim which I though was very fair.
100.00 for 3 Nissan wheel caps (Ebay)
105.00 for alignment (Mr. Tire and provided their phone # to verify)
75.00 to have car deodarized
I even got the renter on the Turo message thread to admit everything. I never did a claim before so I was waiting for approval. Next thing I know , they ended my claim for lack of receipts. I was never told to get the work done nor told to provide receipts.
Thought this process was terrible and the lack of communication is the factor.
I ended up buying a bottle of Fabreeze and apologizing to the future renters.
If the renter admits fault , just bill them as Turo should and forward the money so we can keep these cars safe and smelling good.
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