The Genius Car – Real life adventures in the share economy

I know I’m letting some things slip through the cracks.  Holidays, baby, and the adventure of trying to buy a new car.  I’ve let some of the paperwork and issues slide with my Turo business.  Today I was going to get all of my paperwork organized and spend some time analyzing the data.  It’s really kind of neat to examine the data for patterns.  I get all of my data entered and synced across all of my platforms.  Update contacts in Outlook as well as calendar, and putting the data into my spreadsheet which lets me analyze various metrics.

After spending several hours of doing this, dotting i’s and crossing t’s I get to look at the data.  I’m amazed that for one thing all three cars are on about the same revenue rate.  Three cars with different price points and target markets.  They were acquired at different times, became robot cars at different dates.  They also have slightly different markets.  I specialize in AWD vehicle rentals with 7 passenger seating.  Kind of a unique car, try to find my rentals at Hertz or Avis.

Two amazing things with the data

1.  All the cars are very close to each other in total revenue.  I look at revenue that they have earned as well as what they are booked out in advance.  If I take the midpoint car and use that as a baseline the other vehicles have a variance of less than 10%.
2. December was not as good as July.  I purchased Freedom, the AWD Toyota Sienna XLE on July 4th.  It took a couple days to get it up and the site and I’m not even sure the Azera was a robot car yet.  There were a couple of other factors, but I’m like I’ll analyze more later.  I’ve got a rental coming up in a little bit and I’ll wait until that takes off successfully.

Now the crisis happens

It all starts going off fine.  The renter Kelly O. send me a text going where is the car.  I had sent the information earlier through the Turo system and didn’t text here directly.  Tell her where the car is and I’m like no problem.  Dealing with getting windows installed on the house with two contractors in the house in addition to the two dogs and the baby.  Now I get the text that they can’t find the car.  This happens more than I would like it too, but I’m used to it and it’s not the first time.

STEP 1 – Make sure the renter is in the right letter and row as well as the right lot.  I’m checking the information the last renter sent me.  So far everything is checking out.  I check the software on the Robot Cars and it is inaccurate since the last software update.  (Note to author; write next blog targeting SAR at Turo, Viper corporate, Car Toys, Jacob Ford, and automobile and telematics futurists.).  The software makes it looks like it’s on the runway under a 737.

STEP 2 – Hear from renter that the car is not there.  I’m also activating its panic alarm, which at one point would flash the hazards for 5 minutes.  Now I’m not sure what it does.  Freaking software upgrades.  Next time I get each car I need to test out the functionality to make sure it all works the same.  I know it’s freezing outside, not nearly as cold as when I was there and it was one degree from a rental screw-up.  (write that blog as well, might be a video blog, hysterical rant Dennis Miller style)  I tell the renter to get back on the shuttle and head to the terminal, there is no sense freezing in the parking lot.  I also tell them to contact Turo’s emergency contact number to see if they can expedite the matter.  I said let me start working on stuff.

What I have been doing

Texting like crazy with the previous renter.  That mundane activity earlier of updating my raw data 100% made my life so much easier.  I was able to find the previous renters name on my calendar and knowing I had there mobile number that they reserved the car under programmed into my phone made for awesome efficiency.  I’m also able to be sitting at my desktop with awesome Internet and wi-fi connectivity and a fully charged Samsung Note 3.  At least I’m prepared.

The previous renter Susan B. was a great renter.  It was an elderly couple and their grandson just driving out to Nebraska to visit family.  I normally don’t do out of state rentals, but in cool exceptions like this one I do.  She was very communicative.  Used the site.  Didn’t ask stupid questions.  Did ask questions.  Was proactive.  She even used the app to take more pictures than most. When I texted her today she responded immediately. It was about trying to find where the car was parked.

I was also on the phone with DIA parking operations.  I’m really excited that I have this in my phone.  I also know that these people keep track of lost tickets.  They are supposed to run through the lot at least every 24 hours and record the plates of every car.  It might even be every 12 hours.  This is how they deal with lost parking tickets and scammers.  When they can’t find the car now I’m really freaking concerned.

I call my wife to give her a quick heads up on the situation.  I ask her to call in and check for me.  I told her I didn’t like the answer that I got.  Meanwhile I get a call from Turo customer support that went to voice mail.  Guess I was giving instructions to my wife while Turo customer support contacted me.

I’m also really pissed off that it looks like the directed site is wanting me to contact Car Toys most likely that means I need to get a hold of Jacob Ford, my commercial rep.  There is no freaking way that he is going to be able to track this down or know what I am talking about.  (write that blog)

I eventually hear back from the previous renter Susan B.  that they car might of been parked in b4 or c4, but the d bus terminal pickup was right there.  I’m firmly convinced that she knows exactly what she is talking about.  I now have to contact the current renter and give them the good news / bad news situation that the car was there but was in a slightly different spot.  This really matters.

Turo customer support

I finally get a hold of Turo customer support, or I should say they got a hold of me.  As I had to listen to the voice mail three times, btw what is the button to rewind like 10 or 15 seconds?  I only know “4” restart from beginning.  Very annoying on a two minute voice mail.  As I’m getting ready to dial my phone rings and just then I realize I had the number programmed.  As I’m talking to the representative I can tell that she is kind of like not 100% sure of what to do with the situation.  All the rep has heard is the car can’t be found and I told the renter to call the support line.  The rep is talking to me and she says, “Well if you can’t find the car we are going to need to refund the entire rental fee to the renter.”  I salute them for matter of fact and not really listening, but understanding the car is not there you can’t rent the car and have people give you money.  I clearly understand this.  What is funny is that I’m actually like, “No hold on for a second, I’m a Turo owner and have done a lot of these, this is the first time I’ve gone as far as contacting emergency support in this situation, but you will soon have two priority technical support calls because Kelly O. is officially screwed because they are standing at the airport with no car to rent and as a Turo owner you now have a stolen car situation on your hands!  The previous renter may have been involved, but it appears unlikely, but the car is not where it is supposed to be.  DIA parking operations can’t find the car either and they inventory the entire system every 24 hours and the car has been there as least 36 hours.”

At this point the rep now puts me on hold, I’m thinking that I’ve got there attention.  What is so nice is that about two minutes into the call that I get a text from Kelly O. that they found the car.  Thank goodness and I unlock the car remotely as Kelly O. has already sent me the two pictures that I needed.  Turo customer support finally gets back on the phone with me,  I quickly interrupt and say no crisis we found the car.

The stress level of all three people involved was sky high.  Kelly O. had a day of travel and a short trip out to Denver.  This is not how she wanted to spend the first hour of her trip out here.  This was the time I actually worried the most about the car being stolen this time.  This is going to be hell.  Which insurance company and who is responsible.  Susan B. is now stressed like wow I rented the car and it was so nice and smooth why am I being bothered 48 hours later about where the car is parked.

The aftermath

Well it all survived now to clean up the mess.  I’m filled with some questions.

Clearly I need to do something for Kelly O. she did ask and I did offer but what to do?  What does she expect?  What is fair? Is Turo going to do there part? Is Susan B. responsible? How do I rate her?  Why does my Directed software not work as well as it once did for geotargeting?

Note this isin’t even my biggest problem or issue in life with Turo, my cars, or my immediate financial future.  It was just a problem that dropped into my lap and is taking a bit of time and energy.  Just cleaning up the mess and trying to do the right thing for everyone.

I’m potentially unique and unlike any other Toro owner or rental car company in the United States.  I can provide you with a choice of three different rental cars at Denver International Airport.  I have a great sedan for the value priced renter that is the generally the busiest, I bought this car brand new from winnings from the World Series of Poker.  I also have two vehicles and specialize in all wheel drive vehicles that seat seven people.  I have an MDX for the luxury and awesome handling and driving vehicle and a minivan for families who want to go to the mountains.

All of my vehicles are equipped with a brain.  My working title for them is “Robot Cars”  This means a few great things for you as a renter.  As of the date of this blog post I have done 72 successful rental this year on the Toro platform.  Not one time has the car not been waiting at the airport on time for the renter when they landed.  This is certainly a risk.  I’ve used Toro one time as a customer for my sister in laws wedding in Chicago and my car did not show up.  Ninety percent of the time I have the car parked for you in the Pikes Peak parking lot.  This is the long term parking lot at Denver International Airport.  There is a free shuttle that goes from the terminal to the Pikes Peak lot.  This shuttle leaves every 15 minutes 24 hours a day.  Parking here costs $2 and hour with a maximum fee of $8 a day.  Some customers prefer short term parking.  You can actually walk from where you get the luggage and walk directly to the car.  It is also covered so it won’t be snowy, your time in the elements is limited, and it is the fastest way.  This must be arranged beforehand and it is costlier.  The fee for short term garage is $3 and hour and is a maximum fee of $24 a day.  This must be arranged in advance

HOW EXACTLY DOES THIS WORK FOR THE RENTER

When your flight is in the air I will send you a text as well as a message through the Toro system.  It will read your car is located in D4 or KK1 in the Pikes Peak lot.  These are two examples.  When you land please send a text to me or a message through the Toro system that you have landed.  This simply gives me a heads up.  I generally recommend using the Toro system for all communication, except for maybe this pickup.  I will rarely talk on the phone, there are some exceptions, but it is best to have a record of our conversations for both of us.  This is the only time I recommend direct text messaging is during the car pickup.  We know how fast text messaging works, sometimes there is a delay in the Toro system.

Step 2 – After you take the shuttle to Pikes Peak lot and find the car send me a text.  I’m looking for at least 3 pictures.  The first one is a copy of your license in front of the car.  I don’t care or need to see any identifying information like birthday, address, etc.  I just want to be able to read the name and see it in front of my car.  The second picture is of your face.  I’ll accept a selfie if you are by yourself or have another member of your party take it.  The third picture comes after I’ve unlocked the car for you.

Step 3 – At this point I will unlock the car for you, I also disable the security features.  If security is not disable once you leave one mile from the lot it alerts me and the police, I don’t want to ruin your vacation    The keys should be left in the center console along with the parking ticket to exit the garage.  This is where I want to get picture 3 of the odometer.  I simply need to prove that the car hasn’t been renter since the last renter.  This is for both security and insurance purpose.  Also at this point this is where you need to point out anything that is wrong with the car.  Any damage, gas tank low, car smells like smoke etc.  This is the point where you are accepting responsibility for the car.  If the car has a dent if you don’t report it at this point you can be held responsible.

Step 4 – Get out there and drive and have fun.  You came to Colorado for business or pleasure make the most of it!  You got a great car at a great price.  The process is simple.  No paperwork, no lines at the rental car, you don’t even have to talk to a person.  When you return the car make sure the gas tank is full.  Make sure you return it on time.  Make sure you send me a message of where the car is located, exact row and letter.  The car is not considered returned until it is parked and you tell me where it is.  Make sure you tell me the odometer reading as well.  Take as many pictures as necessary to make you feel comfortable that you returned the car in great condition.

WHAT ARE THE ADVANTAGES OF RENTING ROBOTCARS

1.  Your car is always guaranteed to be waiting for you at the airport
2. This way is faster and easier than any other method from Toro or any national or local car rental place.
3. This way is cheaper than any national rental place.  For giggles compare my AWD minivan against any national rental company, if they even have one.  Compare my MDX luxury SUV versus there luxury SUV’s.  Frequently you can save up to 50%.
4. You don’t have to pay any airport or car rental taxes.
5. Car comes with free unlimited car washes.  (The Sienna starts Jan. 2016) it is still on gift certificates.  The car wash is Waterways, five location throughout the metro area.  It is registered through the license plate.  All you have to do is pull up and get out of the car.  The will do a full service wash inside and out.  Even if the car is sparkling clean one snowfall or rain shower will turn it spotty.  Feel free to clean as many times as you want.
6. Lots of times plans change and people need to extend the trip.  I never so no.  The car is available for your use as long as no other renter has it after you.

DISADVANTAGES

1.  You have to pay for parking.  To ensure that your cars is there I need to have it parked there.  If I personally have the car, my wife and I do drive all of these cars periodically to check there condition.  I get it parked as close as possible in time to your scheduled rental.  We also get all the cars maintained in tip top condition.  Oil is changed regularly, once a year all wheel alignment, as well as all other services required.  Lots of times during busy seasons; summer, winter, and holiday periods we won’t see the car as it goes directly from one renter to the other.  This is the closest thing to a hidden charge.  Parking costs $8 a day in Pikes Peak.  I don’t always know how much many days the car will be waiting there anything that is over $24 I will pay.  You just need to send me a copy of your parking ticket and I will immediately credit the additional cost against your rental fee.
2. I don’t always see the car between rentals.  This can result in the car having some issues sometimes.  The most common is the previous renter did not fill up the gas.  If this happens there is a gas station at the airport in the cell phone lot.  Please take picture of the gas tank and the receipt after you fill up the gas.  You will be immediately reimbursed.  Out of 72 rentals this has happened twice.  One time somebody smoked in the car.  Major Toro violation and I need to know about it.  One renter scratched the mirrors on the MDX, thank godness the next renter sent me pictures before the rental started, they are not responsible or liable.  Another renter smoked in the car.  These issue are still being worked out with Toro.

BOTTOM LINE IS YOU ARE GETTING AND AWESOME VEHICLE, LOW COST, AND EASE OF RENTAL

If you are can find a better vehicle, better price, or a better method you should rent it.  Please let me know about it.  Using this method makes me able to keep the cost as low as possible for you.  Sometimes I have a delivery fee based on what you are getting sometimes I don’t, I wish I could offer promotional offers, or coupons, but the current Toro system does not allow it.  I see other people hey give me a ride home from the airport or they’ll charge $50 if you can’t give them a ride.  I’ve actually done six Toro ride dropoffs or pickups with my two year old baby in the car.  I invested in technology to make this process easier.

The delivery fee covers 1) guarantee the car is there on time for your trip 2) unlimited car washes 3) a remote starter for the car on your keychain which is actually really nice in the winter.

TORO CUSTOMER SERVICE

Please realize and understand that this is how my customers rent my cars.  Whenever something goes wrong the standard answer is well notify us in 24 hours.  As you can see most of the time I don’t even see the car between rentals.  I will not know about issues like smoking, you can’t see smoke in the pictures, but you can smell it when you get in the car.  If the previous renter didn’t send me trip photos, I DON’T HAVE THEM.

Out of 72 rental I have never not had the car there on time for the renter.  I imagine this is one of the most common complaints and issues you have.  I know I had a lot of problems when I rented a car in Chicago and my car wasn’t there when I landed.  You can also imagine that Tuesday December 15, 2015 was a horrible day.  It was virtually impossible to drive and a lot of people probably didn’t have their cars at the airport.  I’m an uber black car limo driver and I saw all sorts of issues.  When you and the other people are scrambling to get a car please look to see if my cars are available.  They are sitting there at the airport and if they are available and not rented this is the easiest way to help the renters out.  I know the first priority for all of us is to take care of the renters.