Help: Turo Not Honouring Incentive Bonus

LTheOneTheOnly on 30/01/2023 - 20:38
Last edited 30/01/2023 - 23:05 by 1 other user

Need some advise Ozbargainers.

Turo started up in Aus in Dec 2022. They offered a sign on bonus to all new car hosts which included guaranteed income of $1750/month per car for 3 months and a $400+ sign on bonus.
Rules were:

  • have the car rented for 8 days/month per car
  • have income of at least $750/month per car
  • sign up by Nov 28
  • stay with them until the sign on bonus paid by 14 Jan and income bonus paid by 14 Mar.

ts and cs here —> (https://streak-link.com/BXuWou2Hh3qXD_1zWAu3CgXS/https%3A%2F…)

My partner signed up 3 cars with them in the time frame. To help out, neighbours, friends, and even I rented a car as not enough customers in regional Vic to make it work and qualify.

First sign on bonus comes in but only for 2 of the cars. When questioned further, Turo says that there have been suspicious bookings so she doesn't qualify for the incentive any further, but to help her she can stay with them until the end of June and follow the rules to get the bonus.

They further explained that my bookings which got her over the minimum threshold were the suspicious ones and they are considered 'fake' bookings. They alluded to her being dishonest and gamified their system so they are not paying the incentive.

We came back with there are no definitions of what constitutes abuse and no clarity on a fake/genuine booking definitions. We cant abuse something that hasnt been defined. We asked about family and friend bookings but no allboration was given. She was told repeatedly that she broke the condition of 'abuse of the incentive' and they won't pay.

Nowhere in the T&Cs does it mention genuine/fake bookings. It only says that Turo does not have to pay if they determine abuse.

She came back with a great analogy that if a shop was to offer an incentive for bringing in new paying customers and someone brought their mother who pays, they should still qualify. If the business refuses then they are abusing the system, but still they refused to read with reason.

I still think we did not break the conditions nor did we abuse their system. We followed the rules and qualified for the bonus but when time came close to paying they refused payment based on an algorithm checking bookings. I think we should refuse the offer to stick with them for an additional 4 months to gain the same incentive. The incentive lost is at least $3600…

What can I do beyond escalating to manager after manager to have them follow their terms and fulfil their obligation to pay? Or are we in the wrong?

We usually read all T&Cs to make sure we are following the rules (I am an Ozbargainer after all) and in this case I am very certain we did nothing wrong. Regardless, they definitely have kept their share of my bookings! Ha!

Travel

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Turo (car sharing marketplace)
Turo (car sharing marketplace)
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Comments

  • Hybroid on 30/01/2023 - 20:43
    +17

    My partner signed up 3 cars with them in the time frame. To help out, neighbours, friends, and even I rented a car as not enough customers in regional Vic to make it work and qualify.

    They further explained that my bookings which got her over the minimum threshold were the suspicious ones and they are considered 'fake' bookings. They alluded to her being dishonest and gamified their system so they are not paying the incentive.

    Turo reserves the right to revoke payment and or participation in this incentive if we suspect abuse.

    End.

    • Jimothy Wongingtons on 30/01/2023 - 20:51
      +3

      And now it’s in writing on the internet too just to further dig op deeper into the hole.

    • TheOneTheOnly on 30/01/2023 - 20:59

      I guess my question is, did we abuse their promotion? is it any different than finding a promotion on Ozbargain and doing the bare minimum to qualify?

      It seems to me a bit arbitrary to claim abuse when there were no rules to determine abuse in the first place.

      • Hybroid on 30/01/2023 - 21:14
        +15

        You can jump through as many mental hoops as you like. At the end of the day, you tried to game the system and it didn't pay off. They determined it was abuse and you agreed to the clause that they can revoke payment if they do so.

        Try your luck with Fair Trading/Consumer Affairs etc if you strongly believe you have a valid case.

  • JimmyF on 30/01/2023 - 20:47
    +4

    They further explained that my bookings which got her over the minimum threshold were the suspicious ones and they are considered 'fake' bookings. They alluded to her being dishonest and gamified their system so they are not paying the incentive.

    Well your bookings are 'fake' bookings as the car didn't move and you only booked them to get the bonus.

    Nothing to see here.

    • TheOneTheOnly on 30/01/2023 - 20:53
      +1

      The car moved, I had exclusive use of the car, they received payment… How is that 'fake'?

      • JimmyF on 30/01/2023 - 20:59
        +2

        How is that 'fake'?

        So you booked basically your 'own' car (aka partners) on Turo and don't see the issue with that?

        • TheOneTheOnly on 30/01/2023 - 21:01
          -5

          Isn't mine though…

          • JimmyF on 30/01/2023 - 21:02
            +1

            @TheOneTheOnly: Its your partners car. So your bookings are not really legit are they? I mean before it was listed on Turo did you ever pay them a 'booking 'fee to take it for a drive?

            • TheOneTheOnly on 30/01/2023 - 21:08
              -6

              @JimmyF: I get what youre saying but thinking about it transactionally, it's an order. I paid extra for a product/service to get a bonus for my partner.
              Kind of like a kid selling chocolates for school to get the iPad… only 2 more chocolates left to go so her mum buys them.. she still gets the iPad… are those legit sales?

              • JimmyF on 30/01/2023 - 21:15
                +4

                @TheOneTheOnly:

                but thinking about it transactionally, it's an order.

                But it's not a real transaction, its shifting your own money from one hand to the other.

                Why bother renting it at all, just rent it to your 'partner' for $100/day for 8 days a month and collect the $1750/month for 3 months and a $400+ sign on bonus.

                It won't even cost you $800/month as you get most of that money back as rental income minus the Turo fees.

                Now do you see the 'issues'? While its a transaction, its not really a real transaction as such, maybe something some would say is a fake one.

                Turo want real renters, not people just padding the bookings out.

              • Ughhh on 30/01/2023 - 21:20
                +3

                @TheOneTheOnly: So normally, your partner charges you a fee to drive the car?

                • TheOneTheOnly on 30/01/2023 - 21:35
                  -4

                  @Ughhh: No… but in the analogy from before… mum doesnt normally buy chocolates from her kiddo.

                  • Ughhh on 30/01/2023 - 21:38
                    +1

                    @TheOneTheOnly: Did the kiddo have any terms and conditions?
                    Use adult examples if youre an adult pls.

                    What do you think "fake booking" is exactly?

                    • TheOneTheOnly on 30/01/2023 - 21:42
                      -2

                      @Ughhh: Thats the thing about analogies… they aren't the exact same situation..

                      A bank offers a promo for $50 if you deposit $50, so you deposit for your partner… they get the promo as nothing stipulated where it came from. How is that a fake deposit?

                      • Ughhh on 30/01/2023 - 21:58
                        +4

                        @TheOneTheOnly: Lol your bank analogy is even more ridiculous and not even close, not gonna bother entertaining such rubbish.

                        You weren't a genuine customer who would have paid for the product/service if it wasn't for the bonus.

                      • cookie2 on 31/01/2023 - 20:49

                        @TheOneTheOnly: Why do you keep using analogies? It is dishonest. It's not about the money to them. It's about the promotion of the new product. If all the bookings are "fake" and just organised directly with family etc, it hasn't had the intended promotion that they wanted to generate. The condition of $750 per month minimum made by you has been faked. You manipulated it to get over the threshold and that makes it non genuine. Should be happy that you got for some imo.

  • spackbace on 30/01/2023 - 20:53
    +4

    What can I do beyond escalating to manager after manager to have them follow their terms and fulfil their obligation to pay?

    Hi Karen

    You abused their terms, was pretty obvious you'd get caught

    Might wanna try doing things the right way next time

    • TheOneTheOnly on 30/01/2023 - 21:05
      -8

      Ha! Karen :) Love it.
      There were no terms to abuse… thats kind of my point. Most promotions have a ton of rules and regs to follow to ensure no abuse… We stayed within the guidelines given.

      • coffeeinmyveins on 30/01/2023 - 22:34
        +3

        Are you really that dense? It's been given to you right there

        Turo reserves the right to revoke payment and or participation in this incentive if we suspect abuse.

        Here I'll paste the most important bit if the whole thing is too long for you

        if we suspect abuse.

        You abused it

  • I like freestuff on 30/01/2023 - 21:15
    +3

    OP I support your side but I seriously doubt you are going to get the money. As posted by someone else in their T&C's:

    "Turo reserves the right to revoke payment and or participation in this incentive if we suspect abuse."

    They can say whatever they want at this point and claim abuse. They will update their T&C's to include something like "we reserve the right to cancel this promotion and not pay at our discretion". Which is pretty much what every promo has in its T&C's nowadays anyway. I'd read their current line about "abuse" as pretty much being the same thing.

    • markathome on 31/01/2023 - 08:27

      Yeah I am also totally fine with OP's behaviour but am pessimistic about him ever seeing the cash. I would also never ever pay to rent my own assets. Nor pay extra to a third-party to rent my partner's assets.

  • iamherenow on 30/01/2023 - 21:34
    +8

    So they are saying you are scamming them, and you are saying you are scamming them. But it's not fair because the guidelines didn't adequately describe your attempted scam. Too funny. I'm glad this took a lot of effort on your part.

    • TheOneTheOnly on 30/01/2023 - 21:40
      -5

      But Im not saying Im scamming them… thats the thing.

      I dont see how this is a scam. They are collecting their fees, there are ample days in the month for the car to make more money, and the minimum has been met.

      another analogy…
      A bank offers a promo for $50 if you deposit $50, so you deposit for your partner… they get the promo as nothing stipulated where it came from. How is that a scam?

      • coffeeinmyveins on 30/01/2023 - 22:32
        +6

        Your use, or rather abuse, isn't in the spirit of what the promotion is trying to achieve. Bare with me here while I say it slowly, they are trying to get repeat business, you gaming The system to only get the bonus is not going to give them repeat business is it? So you've abused their offer

        How you can't see that is beyond me

  • randomusername2017 on 30/01/2023 - 21:37
    +5

    not enough customers in regional Vic to make it work and qualify.

    lol… and you really thought you had a chance ?¿

    Thanks for the read 🍿

    • TheOneTheOnly on 30/01/2023 - 21:42
      -1

      Ha :) thanks for reading

  • JoeBogan on 30/01/2023 - 22:13
    +1

    Grabs popcorn

  • coffeeinmyveins on 30/01/2023 - 22:30
    +8

    Holy hell you booked your own car to game the system and are crying foul that you got caught out and are even trying to justify it to everyone here? LOL. The hide on you

  • SBOB on 30/01/2023 - 22:33

    Play stupid games, win (or in this case, don't win) stupid prizes……

  • SF3 on 30/01/2023 - 22:34
    +2

    Cue DisabledUser… mental gymnastics is strong with OP.

  • kerfuffle on 30/01/2023 - 22:36
    +15

    I think OzBargain gave you the advice you were after. To summarise in two words: suck shit

  • Hardlyworkin on 30/01/2023 - 22:57
    +1

    How was you first day back at school today Op?

  • Ricky Jones on 31/01/2023 - 09:09

    I'm planning on starting a wife sharing platform called "Wife Next Door". In order to build a large user base quickly I will have the following promotion:

    Offer a sign on bonus to all new wife hosts which includes a guaranteed income of $1750/month per wife for 3 months and a $400+ sign on bonus.
    Rules are:
    * have the wife rented for 8 days/month per wife
    * have income of at least $750/month per wife
    * sign up by Nov 28
    * stay with us until the sign on bonus paid by 14 Jan and income bonus paid by 14 Mar.

    I wonder if OP will sign up and pay to borrow his wife?

    • Iluvfreebies on 31/01/2023 - 09:21

      This would have worked if it was the 1960s.

    • MS Paint on 31/01/2023 - 09:26

      Let me know when you have the app up and running.

    • randomusername2017 on 31/01/2023 - 09:34

      Km charges billed by the inch?…

  • djsweet on 31/01/2023 - 09:51

    Well you did abuse the system, so… I think any reasonable person would see it that way.

    As for their Ts&Cs, thats pretty lame of them saying "Turo reserves the right to revoke payment and or participation in this incentive if we suspect abuse." They don't have to provide any evidence of abuse to get out of paying, all they have to do is suspect abuse. Your case is pretty cut-and-dry, but their terms leave it open for them to deny any incentives to anyone without any reason. Seems like the kind of company to avoid,

  • cimrak on 31/01/2023 - 10:50
    -1

    I'm with the OP. Did he game the system? Yes, but there doesn't appear to be anything in the posted T&C's above saying he couldnt do what he did other than Turo staying they can classify a transaction as dodgy at their own discretion.

    I would further ask: if Turo are saying these transactions are dodgy, then does that now provide proof for OP to initiate charge-back on those transactions? Logic says no, as they consented to the charges. What do others think?

    • randomusername2017 on 31/01/2023 - 11:21

      then does that now provide proof

      They only need to suspect abuse to revoke payment/access. Additionally it's more geared towards system abuse rather than fraudulent payment.

  • samfisher5986 on 31/01/2023 - 12:36

    I can't believe that OP not only clearly abused the offer and is using 10 year old child logic to make it seem ok, but there are ozbargainers who are defending the action.

    These ozbargainers are basically Karen's, why do we now have Karen's on ozbargain?

    Just like in real life where we have ridiculous signs for stupid people, we now need to have T&C's that mention every single thing you can't do while completely ignoring common sense.

    I'm sure the next thing these ozbargainers will be asking is for T&C's saying they can't make a fake booking under a fake account and drive their car into a lake for insurance purposes?

  • JIMB0 on 31/01/2023 - 14:43

    This would make a great story on A Current Affair, but somehow I don't think they'd run it.

  • Webber000 on 31/01/2023 - 17:58
    -2

    I'm with you OP on this one even after reading lots of peoples comments.
    You would have abused their promo if you signed up cars purely thinking you would rent them yourself at a small cost to then make a big profit on the promo.
    But you didn't do that. The only reason you rented them was because no-one else was and so you were "forced" to rent them yourself in order to try to meet the T&C's of their promo which required the cars to be rented a minimum number of days.

    Entirely their fault if they ran a promo which didn't work for them in an area they shouldn't have and without proper T&C's. They probably caught you because you have the same surname, payment details or address as your wifes account which flagged it. Next time make sure those things are different! I doubt you will get any money out of them, but as a last resort at least try winding them up by requesting a refund for the bookings you did based on the fact that they have classed them as "not genuine bookings" then I am sure they will want to refund you them as how can they charge you for bookings that weren't genuine!?!

    • randomusername2017 on 31/01/2023 - 20:34

      without proper T&C's

      A pseudo "how to guide" for rorting the promotion?

      • Webber000 on 01/02/2023 - 19:12

        A pseudo "how to guide" for rorting the promotion?
        No, a guide for how not to rort their promo. EG Any bookings from friends, family or persons living at your address will not qualify.

    • Ughhh on 31/01/2023 - 22:17

      Entirely their fault if they ran a promo which didn't work for them in an area they shouldn't have and without proper T&C's.

      So it's the business' fault that the promo didn't work for op, instead of op ensuring that they legitimately qualified for promo?

      Perhaps there should be different t&cs for each suburb, customer financial situation etc etc?

      • Webber000 on 01/02/2023 - 19:26

        So it's the business' fault that the promo didn't work for op, instead of op ensuring that they legitimately qualified for promo?
        No.
        1 - The promo didn't work for TURO. They chose to run it in areas where they were never going to have the customers and get the penetration they wanted. Their fault. When Uber started they only hit the big cities first and then expanded etc. This was nothing to do with the OP.
        2 - OP did everything that was listed in the promo and didn't break any of the rules, and appears to have genuinely listed the car (wanting to get the bonus obviously but absolutely no different to us all switching banks or taking advantage of any joining bonus or cashback offers that we see daily here - its like if Boost stop paying the cashback because we all just use the sim for a month on the basis that they wanted us to all stay with them for a year and the T&Cs dont state we have to stay any longer than the month, but there is a line that says "and anything else that we may feel from time to time" and saying they aren't paying out based on that generic meaningless undefined point - well on your view we all deserve to not get our cashback from Boost because "we didn't ensure" we legitimately qualified (on a generic meaningless catch all undefined point)!
        And 3 - If Turo researched the market or set it up properly in areas where they were going to get the business they wanted then there would be no need for different T&C's - if they can't meet their own minimums then they are wasting their own money.

        • Ughhh on 02/02/2023 - 11:13

          if they op can't meet their own minimums then they are wasting their own money.

          Ftfy.
          He couldn't meet it without pretending to be a genuine customer.

  • randomusername2017 on 31/01/2023 - 20:03
    +1

    How much double dipping was involved in the bookings?

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