RelayRides

See the business’s response? «We really hope you’ll give RelayRides a second chance». I tried to give them another chance and RelayRides literally told me that because I had such a horrible 1^st experience that they ARE NOT going to give ME a 2^nd chance. WTF?! I’m blacklisted from them, which I can only assume is, because I gave them a bad review. No BS-I’m totally serious. They’ve literally denied me from doing business with them. Talk about insult to injury! WTF kind of business model is that? Not only do they not try & compensate me for such a bad 1^st experience but are now denying me service all together. This is the WORST experience with any company I’ve ever had. It was a few months ago I tried them again and am still in shock over their response, from multiple representatives.

Relayrides /​Turo /

IS A JOKE! Couldn’t even sign up! why? because I used facebook login and it doesnt use my legal name. News Flash… people dont always use legal names on social media!!!
2 days later– NO SUPPORT. Do you need a last minute rental? Avoid this company!
All the other reviews tell me that using this place to rent out your car is just as bad.
Be very very careful when using their services.
Side note: why arent they proudly accepting reviews under this new name? what are you hiding Turo?

I rented my car out to a 5 star rated renter; she brought the car back covered in disgusting dog hair. Turo/​RelayRides has a policy that covers this damage up to $ 250. Yay, right?! Not quite…
I emailed them 10 minutes after the issue occurred, and again later that night after radio silence on their end, stating I needed a response ASAP since I was going out of state for Thanksgiving and wouldn’t be back until Friday afternoon. 3 days later I hear back (once I’m already out of state), saying that I have until 3pm until Saturday, 24 hours after touching down in San Francisco to get my car detailed or they won’t cover it. I not only feel like they took advantage of my honesty in sharing my travel plans, and what is this, the Amazing Race?
Despite a phone call to their support team and multiple emails, they found it totally normal to expect a renter to land at the airport the day after Thanksgiving, find, secure, and complete a detailing job 24 hours later, on a weekend mind you, or not be compensated — all because of an issue that occurred due to a renter egregiously and blatantly violating their renting policy.
After 2+ years of renting with Turo/​RelayRides I removed my car from their app, cancelled a future booking with a renter and shared with him Turo’s lack of customer service, and will never be renting again. This is a NIGHTMARE.

I’m an owner and have been renting my cars with no issues and have had great customer support. I will update it if that changes, but it looks to be an excellent service.

i am the owner, my car damaged, I did everything they asked me to do, after 2 months i have no compensation still. The company has no responsibility regarding car damage cases.

This company (now called Turo) doesn’t know what customer service is. My Chase Sapphire card actually flagged them as a suspicious charge. They were the only ones flagged too! I was able to successfully charge an AirBnB and a Priceline charge after my card being ‘rejected’ by them.
Their review process and website are atrocious. Every time you change your Credit Card you are forced to re-​enter the review process wich takes 24+ hours. What’s nice is their website is bugged and if you’ve ever been in the «verified» state, but have to change your card and you are forced to re-​verify yourself, the website has no idea what to categorize you at, so even if you submit the verification form again it says nothing about your verification state and that you need to submit another form!
You’re not allowed to remove photos that once you’ve uploaded them, I was sent a link to use my phone to finish my verification process, and the photos never showed up once I took the photo; it was a blank square. I figured it was something on the website’s end because low and behold 3 days later I could see what photos I sent to them. I noticed one of my photos was incorrect and I wanted to delete the photo, but there’s no way to delete it! Once you take the photo, they have it for good. Extremely shady. Do yourself a favor and sign up for a free USAA account and use their rental discounts from a legitimate car rental server like avis or hertz.
MaryEllen would take 24+ hours to respond to customer inquiries, but Bertha will respond instantaneously about closing your account.
I literally spent an entire week stressing out about them. I’m throwing my money at them to support them. In the end, I’m glad they closed my account for no reason :) Stay away at all costs.

car owner took my money and no one was there when I went to pick up the car, after TAKING A LYFT ride to the location. No one at TURO (formerly Relay Rides) and can’t even rent a different car because the owner who stole my money didn’t cancel the trip and you can only rent one car at a time.

This is my first time using TURO (their new name) and it has gone from excitement to mental stress… literally. My biggest complaint is with how long it takes to get a matter resolved with customer support and the method of communication to do so. If you have an issue, expect to only communicate via email or messaging. A live rep can not help depending on the situation. My situation and the time sensitive nature of it makes this process seem soooooo frustrating. It’s also ridiculous that they allow owners to change bookings with short notice.
My wife and I are celebrating our 25^th anniversary and decided to take a trip. Naturally I wanted to make sure that everything was going to be first class. I found Relay Rides (TURO) online and saw that I could rent a very nice high end luxury car for a few hundred dollars more than I would for something like a Toyota Camry. Great! I found a car and decided to book it. Before booking a car they have to approve you, which can include a Driver’s License background check, to a credit report check… yes, it’s that serious. I decide to move forward and eventually was approved to rent. Next step, book the car. Well when you submit the request to the owner they can accept it and then charge your credit card for the full amount. Well as luck would have it my credit card company thought it was a fraudulent transaction and blocked it from going through. I was able to send a message to the owner letting them know what was going on which they completely understood. They said they had seen this happen before. I informed my credit card co that everything was alright. Well this was very late Friday so I decided to wait until Monday before finalizing the transaction.
As luck would have it, I found another car that was better than the original one. I sent a message to the original owner notifying that we decided to go with another owner. Never received a response back from them. I booked the car with the new owner and everything seemed to be great. So I thought. The next day I get a email stating the booking was cancelled… two days before we fly out. WTF! The owner added a delivery fee for airport drop off (without even discussing it with me) which changed the price so he cancelled and instructed me to rebook the car at the new price. Well after I calmed down I decided I would. It was still a good deal and it was too close to the trip to make changes plus my credit card was already charged and refunds can take days to credit back to the account. Well when I went to rebook the car I get a message that says «YOU ARE NOT APPROVED TO RENT!» WTF, WTF!!! How do i go from being approved to not being approved… within 2 days before the 25^th anniversary trip. Panic kicked in immediately. I contacted the owner of the car and he suggested calling customer support which i did. As it stands while I am typing this review, I have no resolution. No updates or reasons have been communicated to me to what’s going on. I have called, emailed and messaged customer support with no resolution. I was told by a rep that the department that handles this must be backed up and they only communicate via email. WOW! I am fearful that I’m screwed. This is soooooo unprofessional. There should be a easier and faster way in resolving issues. Given what has happened and the current lack of progress I can not recommend this company. I’m still hoping they can turn this around in now, less than 24 hours before we fly out.
UPDATE:
Ok, fast forward several hours later and I just so happen to see a message from TURO via email. The message noted why my account was under review and yes, it was because of the first transaction not going through. Kyle was very apologetic with the length of time it took and gave me a 25.00 credit to use. So the end result is that I had to use another payment source because the credit card still had not be credited the charges. Once a reservation is cancelled your card is automatically credited. It can take a few days to show up on your credit card. I was able to FINALLY book the car and breathe again. OMG what an experience! (Given the fact that things worked out, I’m giving them 2 STARS.)
PICKING UP THE CAR: LAX
Once we got our luggage we called the shuttle, they picked us up, dropped us off at the Custom Hotel, which is where TURO’S car lot is located, told the attendant the car we were picking up, reviewed the car, showed id, rolled out and lived happily ever after.
THE END.
Hope this review was helpful.

Very cool service. Great idea especially if you need something specific or outside the norm of enterprise.

This was my first RelayRide experience and I was very pleased. The customer care was outstanding. Getting set up, the help line assistance and the person I rented my Porsche Boxster from were great. Jonathan was brilliant. I’m sold and I will use the service again. The next time I’m in the San Francisco area I just know who I’m going to call”.

Sigh, this weekend I thought I lost my car for good. My last renter took my car, and basically held it hostage for «personal reasons.» This fiasco all began when the renter asked to extend her rental but claimed to have run out of funds on her debit card, asking me if I would take cash instead. I said «NO» as an active Turo rental is the only way for me to ensure my vehicle will be covered in the event of an accident. I asked her to return my car at the conclusion of the rental. but her excuses continued.
The car was due at 9 pm. By 9:30 pm I started trying to contact Turo customer support. I woke the next morning to an empty parking spot…
Customer service was gracious in their attempts to track down my car – in fact the case was escalated to the Turo safety department. My biggest frustration was that I could not reach an emergency contact for almost 12 hours.
Renter was such a nightmare that I’ve removed my car from the marketplace. If I didn’t have a GPS tracking device – I would have certainly called the cops. I watched my car move further and further away, despite renter claiming to head back. Each time I contacted her, she would claim that she was nearby. I knew I was dealing with an irrational/​lying person – so tried not to make any threats that would result in vandalism, etc. I didn’t get my car back until about 5 pm the following day.
Disappointed since I’ve had over 65 successful rentals. Just can’t risk getting bad apples of this sort.

I’m yet another RelayRides detractor because of their lack of competent customer service. It’s too long, complicated and boring a story to tell, but I will say I generally roll with the punches pretty easily, but RelayRides’ customer service is just too annoying.
I was an owner, my car is 5 years old, and I had no trouble renting it for around $ 28 per day. That amount of money is NOT worth the trouble of dealing with this company.

I had a terrible experience due to the policy that the car owners are allowed to cancel your reservation with minimal notice.
I recently had a week-​long reservation booked, complete with the owner’s acknowledgement. We booked a month in advance, and the owner cancelled the reservation with just over a day’s notice because now his wife needs the car. We were not able to find any similar deals and we will end up paying about 20% more because we relied on the reservation and did not take advantage of booking other services in advance. Relayrides offers a full refund, but offers nothing to help deal with the large inconvenience and stress that they create with such an irresponsible cancellation policy. And by there terms, there is no set consequence to the owner for his disregard of the service’s customers.
I’ve used the service for over 3 years, and it has declined completely from a decent service to an absolute gamble that is not worth my time. When it started, it was a great option for renters. Their rentals included hourly rentals that could be accessed remotely and instantly using an app. Nowadays, at best, there are only daily rentals and access is not convenient.
I am much happier Enterprise Carshare or even conventional car rentals. I ultimately, discourage anyone from using this company’s service because of the risks involved that can easily be avoided by choosing a different service.
Update: 8÷31÷15.
The business day following the cancellation, RelayRides sent an email apology for the short-​notice cancellation and at $ 75 credit. So, I’m changing my 1 star rating to 2 stars. While I was still not able to find a reasonable replacement on their site, I find their offer to be good customer service.

First, there’s price. If you are a member of any group or club that gets a half-​way decent discount from conventional car rental agencies then RR is not going to save you money. Go join AAA or USAA or AARP or anything like that and you’ll do about the same on price.
Then there’s insurance. I bought the «premium» policy, which costs roughly an additional 30% of the rental rate. Their website pitches it like this is some sort of comprehensive policy with a $ 500 deductible. Note that conventional car rental agencies will sell you a comprehensive policy for about half that — around 15% of the rental rate and that’s with a $ 50 deductible. In other words, RR «insurance» is a huge rip-​off.
But it gets worse. It turns out that the «premium» policy is just a secondary to the renter’s (my) policy. I found this out when someone dented my RR car in the parking lot of my hotel and it was a hit-​and-​run. So my personal policy was called upon to pay the $ 1,800 cost of repairs, less the $ 500 deductible.
And still worse. RR’s website did not make it clear that my personal policy was the primary, which is totally different than the case when you elect the comprehensive policy with a conventional car rental agency. So I called the California Department of Insurance (CDI) to ask if that was Kosher. It turns out that RR does not have a license to offer insurance in California and what they are doing is not legal. The CDI does not really have an enforcement arm so nobody is going to stop RR from doing this. However, I wouldn’t count on RR insurance to cover you as an «insured motorist» under California law. Be warned!
Then there is service. The whole insurance fiasco took RR 5 months and 34 emails to straighten out. It’s clear that they don’t really have processes in place to handle the actual consequences of even a simple claim. Everyone involved on my side — my insurance company, my credit card company, and the CDI said I shouldn’t do business with RR again… and I won’t!

Let me first and foremost say that I think the concept of relay rides is wonderful.
Despite that, the customer service, or lack therof, is grotesque. I used relay rides a few times as a renter and then decided to also place my vehicle on the site as a rental.
I had to contact relay rides with a question, they have no phone line, fine… I can handle email. Come to find, the customer service agent I was dealing with deactivated my membership ability to rent vehicles. What?! How did that happen?! Which was basically my response, to which, I received a generic email back stating something about personal documentation.
Submitted with no qualms. Then told I would have to wait until I turned 25 and all would be resolved. Again, understood, I turned 25 in 4 days so no big.
Fast forward to my birthday, emailed to remove suspension of rental ability. Now I’m told I’m just denied.
THESE PEOPLE (or computers, which would make more sense) have no regard for the people who make their business concept function. Ridiculous. Take a page from airbnb, get better customer service.

My friends recommended this service to me as an option for renting a car to go up North while in town on vacation in San Francisco.
RelayRides was not able to verify my account in a timely manner so I could facilitate my rental.
Despite having sent a variety of emails (there is no customer phone line) to verify my identification, I’ve been waiting for upwards of 18 hours to approve my account.
They now have all of my private information and I have no car.
It’s clearly a startup that hasn’t been able to scale out properly to include key areas of customer service.
I wouldn’t recommend it to anyone from out of state who is looking for a quick alternative to renting a car from another source.

I used to used RelayRides alot, and really enjoyed my switch from ZipCar to them. However, I have lost faith in them. I had a horrible situation with them with a renter in San Diego, with a car that was not road safe. On top of that I had made several reservations that went well.
But Suddenly they have claimed that I do not meet their renter requirements. Well, I have a great driving record and I can only assume this is due to the interaction I had with another member, when I had only acted as per RR customer service. They have refused to give me any reason why they have revoked my driving ability.
This used to be a 5 star review, it would be Zero now if that were an option.

Good experience. But I had good experiences with rental companies as well.
Everything is fine, unless you need to interact with support. They will accuse you, in a condescending tone, of anything you turn for help with.
I had a renter return my car soiled with vomit and I had to cancel the following booking, so they terminated my account (despite having perfects reviews and driving record).
My friend returned a car with a small scratch (that was probably there to begin with, and would buff out with a wax), and charged him a $ 500 deductible. Just read some more critical reviews here and you’ll get the general idea.
RelayRides market themselves as this community building, sharing economy company that has you covered for most mishaps. But when it comes down to it, they’re really a useless mediator that takes a portion of your money with the only benefit of having a cute app. Might as well rent your car on Craigslist.

It just saddens me that this company retaliate against its car owner when filing a claim. I rented my Vehicle and there renter crashed my car and they failed to pay my claim it’s very very sad because I went above and beyond to make there clients happy.
Yet they closed my account for filling a valid insurance claim. And I know relay you will refer me to
but good does it do when I’m ignored by all your employees and my account is no good.
People like me depend on you relay rides and why would your company do this to someone hard working like my self. I got injured at the job and your income had helped me put food on the table and pay bills now I don’t even get that anymore because one of tour clients crashed my car and because I filled a claim I’m being retaliated against so very very wrong.
Mrs.b

Relay rides is great as long as you don t have any issue.
As a renter I got my car damaged and it was a struggle to have it repaired. Also fyi, all scratch or bumps of less than 2in is part of the normal wear of the car… This is in the t&cs.
Also, when your car is down they will not automatically offer you a rental car: though it is their business!
So I am stuck with my car down partially repaired…