Question 1

Are you guys really open 24/7?

Accepted Answer

Yes, we use a contactless checking method and arrange our vehicles to be available 24/7.  However our staffed hours are Monday-Friday, 8AM-5PM.

Question 2

Can I pick up the vehicle earlier than my scheduled time?

Accepted Answer

Sometimes, depending on availability.  You will need to make a request for your pickup time by texting/calling 855-822-6736 or if using the TURO app, please put in a trip request change on the app or call TURO Customer Service at (415) 965-4525

Question 3

Can you guys deliver and pick-up the vehicle to me?

Accepted Answer

Our only delivery location is the airport.

Question 4

Where is the gas tank on the van?

Accepted Answer

Inside driver's door to right.  Here is a video of where the tank is at: https://youtube.com/shorts/4lj67kEE5Xs?feature=shared

Question 5

Can you guys remove seats in the van?

Accepted Answer

We can remove the center 2 seats in the rear of the 15-passenger van.  We are unable to remove seats that are bolted to the vehicle or that have a seat belt assignment embedded into the vehicle due to safety.

Question 6

what is the seating capacity in the van?

Accepted Answer

Up-to 15 seats.  Vans on TURO are ALL listed as 10 passenger vehicles due to personal insurance reasons. However, vans are usually 12-15 passenger capacity.  Please look closely at the pictures provided for the vehicle to see amount or text us at 855-822-6736 for further clarification.

Question 7

How tall is the transit vans?

Accepted Answer

9 Feet 6 Inches and WILL NOT FIT IN A STANDARD PARKING GARAGE.

Question 8

Do you need a CDL to drive the 15-Passenger transit vans?

Accepted Answer

No special licenses are required.

Question 9

I can't get the van to turn on when I turn the key?

Accepted Answer

Sometimes you have to pull the wheel to the left and have your foot on the break to start the vehicle.  Try this maneuver and then reach out to us if that doesn't work.

Question 10

What are your staff office hours?

Accepted Answer

While we are a 24/7 contactless check-in, we do have staffed office hours Monday - Friday, 8AM - 5 PM.  Outside of this time, you will be directed to our FAQ's and chatbot to help you find the answers to questions you might be looking for

Question 11

I forgot the code to my keybox, can you send it to me?

Accepted Answer

Please carefully look back in your trip messages.  Often times this information has already been sent and was overlooked.  If you have not received this information, please check that you have uploaded your license for the trip and if all that is complete, please call/text us at 855-822-6736

Question 12

Can I leave my vehicle when I pick up the rental?

Accepted Answer

Yes,  please park your vehicle in our lot away from the rental vehicle area. Use the key box you received on the rental to put on your vehicle with your keys in it so that if we need to move your vehicle in an emergency situation.  *** SAR is not responsible for any damages or theft to your vehicle. Please park at your own risk ***

Question 13

I got a warning light that came on while I have the vehicle

Accepted Answer

Often times, vehicles for lights like oil or tire pressure are fine and have just not been reset or were not able to be fielded before the next rental appt.  If the vehicle isn't driving funny, you should be fine.  If you would like further verification, please stop into a nearby auto parts store and have them run their diagnostic device to check for the code errors.

Question 14

Can another person pick up the vehicle?

Accepted Answer

The primary person listed on the rental agreement is required to pick up the vehicle as they have been verified. Additional drivers will also need to be added to the trip information including an uploaded picture of your drivers license and picture the driver holding their license.

Question 15

can you install car seats for me?

Accepted Answer

Due to liability reasons, car seats cannot be installed by SAR and will be placed in the trunk area of the vehicle for renter to install to their preference level.

Question 16

How do I handle tolls and tickets?

Accepted Answer

Tolls and parking tickets are not included in the rental price and will be invoiced to you by the host after the trip

Question 17

What if I need more time?

Accepted Answer

You can request a trip extension through the TURO app, call them at (415) 965-4525 or call/text us at 855-822-6736 for pre-approval before the trip ends.

Question 18

What is the fuel/cleaning policy?

Accepted Answer

Return the car in the same condition as received and with the same fuel level to avoid additional fees.

Question 19

Do I need my own insurance?

Accepted Answer

While Turo provides protection plans, it is not insurance, and you are not required to have personal insurance, but it is recommended to check your coverage.  If you are renting with us off the TURO platform, coverage and policy information can be obtained at www.sar-insurance.com

Question 20

Can I park in a different lot than I picked up at?

Accepted Answer

Airport rules require for carshare hosts to park in designated areas or incur fines.  Please return the vehicle to the same lot you received it (in the same area if possible).  If the lot is full, please call/text us at 855-822-6736 for approval and to avoid additional fines & fees.

Question 21

Does my personal car insurance cover Turo?

Accepted Answer

Many personal policies do not cover peer-to-peer car sharing. It is highly recommended to check with your provider before relying on personal coverage.  You can also obtain separate coverage at www.sar-insurance.com

Question 22

What is the cancellation policy?

Accepted Answer

You can cancel for a full refund up to 24 hours before the trip starts. For last-minute bookings (less than 24 hours' notice), you have a one-hour window after booking to cancel for free.

Question 23

Will I get the exact car pictured?

Accepted Answer

Yes. Unlike traditional rental agencies, we cannot make surprise substitutions; the car you book is the car you get.

Question 24

When will I get messages and trip instructions?

Accepted Answer

Right when you pay for your trip, 2 hours prior to start time (unless license and insurance cannot be verified), 1 hour into trip, 3/4 of the way through trip and 2 hours prior to end of trip.  You’ll also get a few other messages asking for you to rate your trip and our partnership opportunity.

Question 25

Can our van fit in a parking garage.

Accepted Answer

Tall ‘sprinter’ or ‘transit’ vans are 9 ft, 6 in and do not fit in a parking garage.  Please do not try and see if they will fit.

Question 26

Where is my vehicle located?

Accepted Answer

Please check in your trip messages as many times these messages are missed.  If you have not uploaded your license info and insurance, the messages will not go out.  If you are still encountering difficulty please text/call us at 855-822-6736

Question 27

My vehicle has some tears and stains

Accepted Answer

These vehicles unfortunately take a ton of abuse as they are rentals and our road workhorses.  We do our best to keep them maintained.  Please take pictures and note damaged areas ahead of time so that you aren’t incurring damage fees

Question 28

What is my vehicle towing capacity?

Accepted Answer

To find out what your vehicle towing capacity is, please visit https://generalrv.com/towing-capacity and enter your vehicle year, make and model.

Question 29

What is the van towing capacity?

Accepted Answer

should be 4400-4600 lbs.  However, go to https://generalrv.com/towing-capacity and enter in the year, make and model

Question 30

Whats the SUV's towing capacity?

Accepted Answer

Should be between 7700-8000lbs.  However got to https://generalrv.com/towing-capacity and enter the year, make and model

Question 31

How do I change my reservation?

Accepted Answer

Please go to www.selectautorentals.com/portal to create yourself a customer portal or direct access (you will need to know your trip ID) can be found here: https://select-auto-rentals.hqrentals.app/public/car-rental/reservations/my-reservations/login?brand_id=85rct8q3-lqzz-mk3t-vkzj-ncftjwbeknpv.  A confirmation email was sent to you which included your trip ID when the trip was scheduled.

Question 32

What is TURO's Customer Service Number?

Accepted Answer

415-965-4525

Select Auto Rentals

Luxury SUV & Sprinter van rentals in St. Louis and Lambert Airport (STL). Escalades, Suburbans & 12–15 passenger vans.

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