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Carsan Car Rental Insurance Fraud through Turo

I am writing this article as I have been victim of what I am convinced is a premeditate fraud operation by a business named Carsan located in Downtown Los Angeles.
Carsan is a car rental company that rents cars from private individuals on the Turo platform and shares about 50% of the revenue with the owner.
I hope that this story will shed some light on the details of this operation.
Before I share the details, here is a summary of the situation:
- Lent my car to Carsan for 30 days during my Europe trip.
- Upon my return, Carsan repeatedly rescheduled my pickup, claiming they rented it out each time.
- They canceled my pickup the day before the third attempted pickup, citing a guest crashed the car.
- They haven't paid me as a host and won't share accident details.
- Despite attempts to collect funds and misleading statements, my car is declared a total loss with over $32K in damages.
- Carsan received $5,000 from Turo's insurance and expects an additional $30K.
- Carsan doesn't communicate with me, and Turo's info is limited by their contract with Carsan.
The entire situation seems like a premeditate stunt where they plan the total loss of cars they are given in order to be the direct receiver of insurance funds.
It took me a while to realize, but the entire line of events and the fact that many other people are in the exact same situation make it fairly obvious.

The Carsan business

Team

I am aware of 4 people managing Carsan; it seems to be a Russian-held operation with the “manager” located in Eastern Europe. Here is a breakdown:
Andre - The owner of Carsan, originally from Russia, located in LA.
Sandra - The girl managing the operations. Located in Eastern Europe.
The 2 Russian men at the car lot in Downtown la. None of them seem to be aware of operations at Carsan and they don’t speak any english.
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Online presence

There is little “external” presence on the company, its team, founder etc. The only links are either directly from them or from reviews websites. Here is an overview:
Several pages show that they changed the name from Carsana to Carsan.
They have a Turo page.
They have an Instagram page.
They have a , which not surprisingly, contains insurance fraud reports.
Their own website:
. Note: If you look closely, all their “5 star reviews” are from Russian accounts. This is also mentioned by another reviewer, how all the good reviews are “planted”.
Carsan has no LinkedIn page, no company registration, none of their “Team” can be found on Linkedin, etc.

Initial contact

In September 2023, I contacted Carsan after seeing their social media ad about car owners earning extra income without managing rentals. This opportunity was ideal for my upcoming 30-day trip to Europe in November.
I emailed them, got a text from "Sandra," the only person managing the operations, located in Eastern Europe. The initial interaction was surprisingly unprofessional with no clear procedures, just a 1-page contract.

Car drop off

I scheduled an initial drop off of the car but experienced a language barrier with a Russian man who didn’t speak English. I drove back home, messaged Sandra, and she advised me to return a week later
The second time, I drove in, parked the car, and then walked around to talk to one of the 2 Russian men on the lot. He didn’t speak English, so I called Sandra and gave him my phone; she told me to leave him the car keys.
I thought there would be a car tour and paperwork to sign, but there wasn't. I handed over my car keys and explained in the clearest way I could that they should not remove the Apple AirTag from the key set. He said, “OK”.

Car rental

I spent October in Europe and didn't worry much about my car. About 10 days later, I checked the "Find my" app and saw that the car keys were in a different place from the car. (I could see this because I had one airtag on the keyset and another hidden in the trunk, which I didn’t tell them about).
I asked Sandra why they removed the AirTag, and she replied that they don't allow tracking devices due to guest privacy. I replied that I understood the policy even though I found it relatively strange.
I checked the app 10 times during my trip and noticed the car was mainly in Koreatown and Burbank but never at the Carsan lot.

Scheduled pickup

In late October, I scheduled my car pickup. When I returned in November, Sandra informed me that my car couldn't be picked up because someone had rented it, despite me having scheduled it weeks in advance. (Technically, it isn’t possible for guests to rent a car on Turo if the dates are blocked, so they purposely allowed this.)
I rescheduled (2nd time), but they canceled it a day before. I emphasized the need to block the dates and rescheduled (3de time), and Sandra confirmed my pickup on November 22nd.

Accident

On November 21st (A day before my pickup), Sandra texted me, saying I couldn't pick up my car the next day because a guest got in an accident.
I immediately asked for:
Police report of the accident
DMV report
Insurance details of the driver
Context information of the accident

Their reply:

“There is no documentation”
This has been their reply to every single request on information. They haven’t provided any of their hosts with information on the accidents.
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Before you continue reading this, ask yourself: How is it possible that there are no documents or information regarding these accidents? It's legally required to file a police report for such incidents, yet no one involved in the crash has reached out.
The only description of the crash they gave me was that a guest drove into another car. But then who was the person who was driven into it, and why are they not contacting me as the car owner?
The only explanation here is that it would have been a hit-and-run, but considering the damages to be a total loss, it would take a lot of skill to flee such a scene without a person or camera recording it.
Again, there is absolutely no information available about the event. It's as if a "Total loss" crash occurred in the middle of nowhere with nobody involved. It makes no sense!

Handling the crash

The 2 months following the crash were a series of vague information and conflicting statements.
When the accident occurred, I checked the car's location and saw it was already at a Burbank collision center. When I asked about the location, Sandra initially claimed she didn’t know and confirmed the location 2 weeks later.
For about 2 weeks, attempted to charge me for towing the car to another collision center and for the repairs. They repeatedly asked if I was ready to make payment.
At that point, I maintained a friendly attitude, not suspecting fraudulent activities. I almost paid for the towing and repairs but started questioning things when their statements didn't add up.
After locating the exact location of the car through the AirTag, I called several garages in the tracked area and ended up finding the one that had my car. The communication was relatively shady, though, as they never gave me a clear explanation of what they did. The only description they gave about Carsan was that they drop off damaged cars at their garage.
What happened at this place? Who knows.
A week later, Todd, a senior legal manager at Turo, informed me that Carsan had already received around $5,000 to cover expenses like towing and initial repairs. I asked Carson about it, and they denied it twice, only admitting it after my third inquiry and mentioning Turo. Sandra claimed not to have the information and never followed up.
After four weeks and multiple emails to Turo, they finally moved the car to an "approved" collision center named AGC Collections in Silver Lake, LA.

Collision center

When my car was brought there, I called the collision center and spoke with Bryan, who has been incredibly helpful with the entire process. On our initial call, Bryan estimated the damages to be around $33k.
His description of the damages was quite interesting:
He described the damages as "very unusual," suggesting they weren't typical of a regular crash.
He stated that the driver likely drove the car for a while (possibly days) after the accident, as all engine fluids were empty, which wouldn't have happened if the car had been towed immediately.

Total Loss - Insurance Claim

Turo's insurance confirmed the car as a total loss after 2 months. Bryan from the collision center informed me and mentioned that I'd receive a call from insurance soon to discuss total loss funding. However, Carsan is handling the insurance process and fund collection as they are Turo’s contract partner, meaning that no insurance company will contact me, and everything goes through Carsan.
I asked Sandra about the confirmation, and she mentioned that funds would be sent to the collision center, which doesn't make sense since they won't be doing repairs and haven't received any payment despite the loss being confirmed.

Recap

Carsan paid me one month late due to their “financial issues” for the first month and didn’t pay me in full for the second.
They canceled my car pickup twice, then informed me a day before the third time that it had crashed.
There's no information about the accident.
Turo considers Carsan the contract holder, regardless of me being the car owner.
Carsan won't share any event documentation or reports.
They've received $5k and expect $33k more without disclosing or providing documentation.
The car damages are described as “unusual for a crash”.

It took me about 2 months to realize this, but I'm convinced it's a deliberate stunt to cash in on insurance.
They paid me an entire month after the contract payout date and told me multiple times that they were “working on it.” they then refused to pick up my car and conveniently notified me of the car being crashed a day before the third scheduled pickup.
The entire crash context is “unknown”, and when asked for documentation, they either claim it doesn't exist or is confidential.
How is it possible that I and several other people are in the same situation simultaneously? Total Loss + No documentation + Them collecting insurance funds?

My conclusion

Turo’s policies are pretty straightforward: they pay their “hosts” (Carsan) for "preparation costs" within 3 days after receiving a damage report. (Carsan initially received 5K for my car, which they didn’t disclose).
After the car is taken to the collision center, they prepare a damage report and send it to Turo Insurance, who will make a conclusion and pay out the rest of the funds.
I think Andre (Carsan owner) might have initially been honest about the Carsan operations until he experienced the first crash and saw how much money Turo would send them. He then might have tried to pocket parts of these funds, eventually leading him not to disclose anything at all.
They now orchestrate these accidents as soon as a car comes in:
They get the car and profit from it from rentals.
As soon as the owner wants it back, they will organize a “crash”.
They then bring it to a garage, which ensures there are enough damages for it to be described as a total loss.
This is my conclusion after experiencing their operations for over 2 months, and I realize how planned all their actions are. They have template messages that they send to all the car owners and every crash has a similar series of events.
One person contacted me on Linkedin after reading my review on Carsan, and I am aware of 4 other people in a similar situation. I am aware that the costs of these cases alone are around $200K.
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More complaints

Below is a complaint by an unknown person describing a similar situation. The total amount Carsan pocketed for this case seems to be around $55k.
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Additional Cases

Andrey is no stranger to court cases. He has a history of legal disputes.

TEYMUR RAZZAKOV VS ANDREY KORNAKOV

A small claim case.

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Carvana LLC v Andrey Kornakov

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TURO INC v. << (2021)

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DMITRII DUPLIKHIN, INDIVIDUAL VS CORPORATEDOORS INC

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