2 On Your Side: Car-Rental Services

RICK: TODAY WE LAUNCHED A NEW
SUPER -- TWO ON YOUR SIDE.
IT WILL HELP YOU RESOLVE ISSUES
OR DISPUTES.
PAT: A WARNING FOR PEOPLE
LOOKING TO MAKE EXTRA CASH.
SOME ARE USING AN APP MUCH LIKE
AIR BEING THE TO RUN UP THEIR
CARS.
THINGS ARE WRONG FOR THOUSAND
OAKS MAN AND HE REACHED OUT TO
TWO ON YOUR SIDE'S KRISTINE
LAZAR AND SHE'S HERE NOW WITH
MORE ON THAT WARNING.
REPORTER: IT WAS A MESS FOR HIM.
ON HIS WEB SITE THE COMPANY SAID
IN BOLD PRINT THAT YOU ARE
COVERED IF YOU RENT OUT YOUR
CARPET THE COMPANY PROMISES TO
PAY YOUR CLAIM QUICKLY IF
SOMETHING GOES WRONG.
TWO ON YOUR SIDE FOUND THAT'S
NOT ALWAYS THE CASE.
WEEK AFTER WEEK ADAMS SAID HE
HAS E-MAILED OR CALLED THE
CUSTOMER SERVICE DEPARTMENT FOR
A COMPANY CALLED TUROW AND WE
GOT SOMEONE ON THE LINE HE WAS
TOLD THEY'D CALL HIM BACK.
AFTER THIS HAPPENED FOUR OR
FIVE TIMES THEY SAID I'VE BEEN
TOLD THAT NOW FIVE TIMES AND I
HAVEN'T RECEIVED A PHONECALL.
I DON'T BELIEVE ANYMORE.
REPORTER: TOURO IS LIKE A AIRBNB
FOR CARS.
CAR RENTALS BY LOCAL HOSTS TREAT
HE SIGNED UP TO RENT OUT HIS
2014 WHITE BMW.
I JUST BOUGHT A NEW CAR.
I HAD MY OLD CAR AND THERE WAS
OPPORTUNITY TO POTENTIALLY MAKE
$50 A DAY RUNNING IT NOW.
REPORT OF THE FIRST TIME HE DID
IT HE SAID THE EXPERIENCE WAS
SEAMLESS.
THE SECOND AND LAST TIME.
YOU SEE THE BROKEN GLASS.
REPORTER: IT WAS A MESS.
THEY WERE BROKEN BOTTLES AND
CIGARETTE LOVES AND MARIJUANA
JOINTS ASHES.
REPORTER: THE CAR WAS RETURNED
AFTER CLEARLY BEING IN AN
ACCIDENT.
THE FRONT END WAS SMASHED.
ONE TIRE WAS FLAT AND THE DRIVER
WAS NOWHERE TO BE FOUND.
HE THEN LEFT THE CAR WITHOUT THE
KEY.
K. WAS UNDERSTANDABLY UPSET BUT
NOT PANIC BECAUSE WHEN HE SIGNED
UP TO USE TUROW HE SAID HE
SELECTED A PLAN WITH THE MOST
COVERAGE.
ON THE WEB SITE THE PREMIUM PLAN
THAT IS ADVERTISED AS COVERING
PHYSICAL DAMAGE UP TO $125,000.
WITH THE ZERO DEDUCTIBLE AND
EXTERIOR WEAR AND TEAR COVERAGE.
THERE WAS A SCRATCH AND THERE
WAS A
CAR
EVERYTHING 100%.
REPORTER: EVERYTHING SEEMED TO
BE RUNNING SMOOTHLY UNTIL HE
SAID THE INSURANCE ADJUSTER TOLD
HIM HIS CLAMAN CLAIM IT TO BE
SENT BACK TO THE COMPANY FOR
APPROVAL.
WEEKS PASSED.
KAY SAID WHEN HE CALLED CUSTOMER
SERVICE HE WAS TOLD HE HAD TO
SPEAK WITH THE CLAIMS
DEPARTMENT.
NATURALLY I WOULD SAY OKAY
GREAT CAN I SPEAK TO SOMEONE
THAT CLAIMS DEPARTMENT.
WE DON'T HAVE A WAY TO TRANSFER
YOU.
THEY DON'T HAVE PHONES.
REPORTER: AFTER WAITING TWO
MONTHS FOR RESULTS K. CALLED TO
ONE YOUR SIDE WE FOUND THIS
ISN'T THE FIRST TIME CHURRO HAS
HAD QUESTIONS ABOUT ITS
INSURANCE COVERAGE.
BACK IN 2013 CHURRO, THE CITY OF
NEW YORK ORDERED THE COMPANY TO
STOP THE WORKING MISTAKE CALLING
THE INSURANCE IT LEGAL AND IN A
QUIET -- INADEQUATE.
TWO UNDERSIDES REACHED OUT TO
TOURO BASED IN SAN FRANCISCO TO
FIND OUT WHAT THE HOLDUP IS ON
KAY'S BMW.
A THE SPOKESPERSON ISSUED A
STATEMENT SAYING THE NORMAL
TURNAROUND FOR A CLAIM IS ONE
BUSINESS DAY.
THE STATEMENT WENT ON TO SAY THE
SITUATION WASN'T UNFORTUNATE
ANOMALY AND DOES NOT REPRESENT
OUR STANDARD PRACTICES AND
SERVICE LEVELS.
TWO UNDERSIDES REACHED OUT TO
SEVERAL MAJOR INSURANCE
COMPANIES AND SOME OF THEM SAY
IF YOU RENT OUT YOUR CAR THROUGH
TOURO AND DON'T CONTACT THEM
FIRST YOUR PERSONAL POLICY COULD
BE IN JEOPARDY.
THE INSURANCE INFORMATION
INSTITUTE ADVISES DRIVERS TO
ALWAYS CHECK WITH THEIR
INSURANCE FIRST BEFORE THEY SIGN
UP TO CAR SHARE.
WE DO HAVE GOOD NEWS TO REPORT.
TOURO HAS ASSURED US THAT THEY
ARE NOW GOING TO PAY HIS CLAIM
IN FULL AND DECAY WILL FINALLY
GET THE BMW FIXED BECAUSE HE
CERTAINLY CAN'T SELL IT LIKE
THAT.
PAT: I GUESS HE WON'T BE USING
TOURO AGAIN.
REPORTER: I THINK HE WILL TRY TO
FIND MONEY ANOTHER WAY.
PAT: BY THE WAY WE WANT TO ASK
YOU CAN TWO ON YOUR SIDE HELP
YOU?
E-MAIL US AT TWO ON YOUR SIDE
THAT CBS.COM WITH YOUR PROBLEM
RUN TWITTER USER #TWO ON YOUR

2 On Your Side: Car-Rental Services

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