• Report: #1152979

Complaint Review: RelayRides

  • Submitted: Sat, June 07, 2014
  • Updated: Sat, June 07, 2014

  • Reported By: Angie — San Francisco California
116 Natoma St San Francisco, California USA

RelayRides Ridiculous service to renter San Francisco California

*Consumer Comment: Normal Wear and Tear

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I listed my Porsche Boxster 99 on RelayRides.com for rent for the first time. And I had the worst nightmare ever with a peer to peer car rental company. My car ran into problems of which were noted as "Wear and tear" issues by RelayRides. 

Refer to this insurance exclusion: http://support.relayrides.com/entries/22521157-Who-is-responsible-for-normal-wear-and-tear-of-the-vehicle-

Sure, RelayRides claim:

We’ve got you covered

Keeping you and your car safe is our priority

It gives you that warm fuzzy feeling that nothing is going to happen, and if, should anything happen, you're in safe hands, because big brother RelayRides will be here to save you. 

That's what I got bought into. 

The car was rented out at San Francisco, and the renter drove more than 500 miles on it, and then said there was an issue with the coolant level, brought it into a Porsche dealership at Fresno (that's ~190 miles from San Francisco) to check what's going on. RelayRides told him to leave the car there, and to rent another one to continue with his vacation. RelayRides subsequently contacted me to tell me the car is at Fresno Porsche, and that they are not going to be responsible for ANYTHING. ie. I won't get ANY money from renting the car out. Purely because they have "spent a lot of money compensating the renter to get another car and dealing with his inconvenience". 

So what was I left with to handle?

1. My car which was at Fresno Porsche, which I had to pay close to $1,500 for replacing the coolant tank because the tank had cracked.

2. I am in San Francisco, and of course, had no car to drive, because it was rented out.
3. I have to FIGURE my own way to retrieve the car back from Fresno which was 3 hours away from San Francisco.

4. I will not get any money from the listing.

I fought for my case that it was ridiculous and it was brought to the management team of RelayRides to decide what's going to happen. The car was rented in good faith and condition that it would be returned on the promised date at the same location it was picked up, which was in San Francisco. And who is going to compensate for the additional 500 miles that has been added to the car mileage?

RelayRides management team made a decision to settle and close my case by paying me half the listing price at $150 for ALL of the trouble, and still left me with the same problem of having to retrieve the car by myself from Fresno. 

So after my car was finally repaired, it was 2 days after the promised date that I was supposed to get my car back, I had to ask a favor of a friend to drive a single car down with the both of us for 3 hours to Fresno, and then pick up my Porsche, drive another 3 hours back up to San Francisco, adding another 300 miles to my Porsche, and 300 miles to my friend's car.

My total damage?

1. $1,500 for repairs.

2. 6 hours of lost time to retrieve my abandoned car in Fresno which no one claimed responsibility for.

3. 6 hours of my friend's time

4. 800 additional miles on my Porsche

5. 300 miles on my friend's car who kindly did a favor of driving me down to Fresno to pick up the Porsche, and drove the car back up to San Francisco thereafter

And what do I get back?

Lukewarm justification from RelayRides that this is the best they can offer me to compensate $150 for everything, because they had spent too much time and resources handling the matter, and returned the renter the price he rented the car for. I asked for a car to travel down to Fresno to pick up my own Porsche, to which, they firmly rejected me and offered the same reason. 

And then, my account got banned on RelayRides.com.

Well done RelayRides. Great customer service. 

This report was posted on Ripoff Report on 06/07/2014 08:01 PM and is a permanent record located here: http://www.ripoffreport.com/r/RelayRides/San-Francisco-California/RelayRides-Ridiculous-service-to-renter-San-Francisco-California-1152979. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Consumer Comment

Normal Wear and Tear

AUTHOR: Robert - ()

First off according to your report you rented a 99 Porsche for $150 and it seems that the ONLY condition is that it would be rented and returned to the same city, San Francisco.  You gave no indication that you had a specified time frame or mileage allowance.  So unless there is something you are not saying, it sounds like this person could have kept it for a week and driven up and down the West Coast and still been within the rental terms.

But then we get to the repair.  You also gave no indication that the coolant tank was cracked because of something the renter did.  If you are saying that the reason it cracked was because he drove 500 miles, then your car wasn't in a condition that would have been rentable.  So it sounds very reasonable that this repair could have been considered "normal wear and tear".

Since it was wear and tear, they are not responsible for any issues..including having to repair it or ship it back to you.  Umm...makes you think why REAL car rental companies charge so much...doesn't it.


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