What to Do If a Mechanical Issue Happens During a Turo Trip
If your vehicle experiences a mechanical issue while it is with a Turo guest, you may need to coordinate between mechanical coverage support and Turo support.
Mechanical coverage can help with covered breakdowns and roadside assistance, while Turo manages the active trip and guest experience.
This guide explains what to do and who to contact when a mechanical issue happens during a trip.
Start by Understanding Who Handles What
When a vehicle issue happens during an active trip, two different teams may be involved.
Mechanical Coverage Support
Mechanical coverage may help with covered mechanical breakdowns and roadside assistance services included in your policy.
This may include:
- Support for covered mechanical failures
- Roadside assistance services
- Questions about your coverage or claims process
Mechanical Coverage Support
Email: support@tint.ai
Phone: (909) 505-2338
24/7 Support
When you contact support, you’ll first be connected with our AI Agent, which is available 24/7 to route your request.
- During business hours, the AI Agent can connect you with a licensed support agent
- If you contact us outside of business hours or while all agents are assisting other customers, a ticket will be created and a licensed support agent will follow up on the next business day
Licensed Support Hours
Monday–Friday, 10:00 AM – 6:00 PM EST
Emergency roadside assistance phone number: 1-518-628-2745
Turo Support
Turo manages everything related to the trip itself and the guest’s experience.
You may need to contact Turo if the issue involves:
- The status of the trip
- Guest communication
- Trip cancellations or changes
- Guest transportation
- Trip-related disputes
If your question is related to the trip or the guest, Turo is typically the best point of contact.
What To Do If a Mechanical Issue Happens During a Trip
If a guest reports a mechanical issue while they have your vehicle, follow these general steps.
1. Gather Basic Information About the Issue
Start by understanding what happened and the current condition of the vehicle.
Helpful information may include:
- The type of issue the guest is experiencing
- Whether the vehicle can still be driven safely
- The current location of the vehicle
2. Determine If Roadside Assistance Is Needed
If the vehicle cannot be driven or is unsafe to operate, roadside assistance may be required.
Roadside assistance services may include:
- Towing
- Battery jump-starts
- Lockout assistance
- Tire changes
- Fuel delivery
3. Contact Mechanical Coverage Support for Coverage Questions
If the issue appears to be a mechanical breakdown, you can contact support to understand what coverage may apply and what the next steps may be.
Support can help explain:
- How to report a breakdown
- What documentation may be required
- Whether repair authorization may be needed
To report a claim, please log in to the portal and click “Submit a Claim”. You will then be contacted by Fair’s claims department to assist with your claim.
4. Contact Turo for Trip-Related Issues
If the mechanical issue affects the guest’s ability to continue the trip, Turo may need to assist.
This can include situations such as:
- The guest cannot continue driving the vehicle
- The trip may need to end early
- The guest needs alternative transportation
- There are questions about the trip itself
Mechanical coverage support cannot manage trip decisions or guest arrangements, so Turo may need to handle those situations.
Important Things to Know
Mechanical Coverage Does Not Apply to Every Issue
Mechanical coverage typically does not apply to certain types of vehicle issues, including:
- Routine maintenance items
- Cosmetic damage
- Damage caused by misuse
- Environmental damage
- Unauthorized repairs
Do Not Begin Repairs Without Guidance
Repairs may need to follow specific steps for coverage to apply.