Turo
reviews and complaints

I just tried out Turo for the first time with my hubby on 7/25/2022. We rented a car to take my 84-year-old mom around after she got into a car accident and had to be hospitalized. We were thrilled with the rental and returned it on time with more gas than we got it with. We were ready to give them a high rating and become repeat customers. But then, we got a notification that the host reported cigarette ashes in the car, and we were being charged a penalty and kicked off the site. What a bummer!

We don't smoke, and we hate the smell of smoke. We weren't even around anyone who smoked during our stay. We were given no way to appeal this, no one to contact, and we're completely confused by this business model that would allow anyone to upcharge by hundreds of dollars by dropping their own ashes into the car. They immediately charged us another $257 upon the false accusation. The customer is then immediately kicked off the site and given no way to appeal. It's just not right!

We're absolutely sure that no one smoked in that car or anywhere near that car or before or after entering that car. We're so angry about the false accusation and charge that we'll never use this site again. We travel to see family a lot and rent cars frequently, but we won't be using Turo anymore. We're reporting this treatment to as many review sites as we can and to the Better Business Bureau. It's just not fair!

I gotta say, my experience with Turo was a total disaster. I decided to give it a shot and rent out my car for the first time, but boy was that a mistake. The first renter I had clearly messed with the transmission. The shop and adjuster both said that "it almost looks like the transmission has been removed or exchanged and bolts not tightened correctly. Bolts are loose and missing." "the wire harness attached to transmission has been removed and detached from its securing points on the transmission. The leak is short term and recent. There is no accumulation of dirt in the area". Can you believe that? They're basically saying that it's normal wear and tear and won't cover me through their policy. My car was running perfectly fine before this and had just passed inspection. It's crazy to think that people would go to such lengths to replace your transmission.

I'm warning all you hosts out there, be careful because there are some real thieves on Turo. Don't rent out your car on this platform because they won't cover you if your expensive parts get replaced by guests. Now I'm stuck with a huge debt and a car that can't even be driven. Turo failed to protect their hosts and it's just sickening to think that they're letting these criminals get away with it.

Honestly, the way they handled my case and probably many others like it is just unacceptable. It's really upsetting to see a company that's supposed to be helping people out not doing their job.

Hey there,

I reckon some of the reviews on here might be from Turo's competitors. I mean, once you're a member, they're not just gonna cancel your membership, right? So, let's just ignore those reviews.

Anyway, I recently rented a Tesla Model 3 from Turo for a week. And let me tell you, it was a real Tesla and it didn't cost me an arm and a leg. However, there are a few things you need to keep in mind.

Firstly, check the host ratings before renting a car. It's crucial for any service like this. My host was okay, but he made a couple of mistakes. He didn't charge the car fully and had recently changed his location, which caused a bit of inconvenience for me. But in the end, he sorted it out for me.

Now, here's the thing you need to watch out for - mileage limits. My rental had a total mileage limit of 600 miles. I had the car for several days, so it didn't make sense to me. But I ended up getting charged an extra $450 in fees. That being said, if I had rented the Tesla from another person, it would have cost me more than $100 a day. So, I still saved some money.

Some people are renting dream cars on Turo, which is a great way to drive a dream car! But keep in mind that the mileage limit may be really low. So, make sure you review everything carefully before renting a car. Overall, I had a good experience with Turo. You can't rent a Tesla from Hertz, Avis, or any other car rental company that I know of. But you can do it on Turo and for a reasonable price.

I had a really bad experience with Turo. I had to extend my rental due to some issues with the car, but the app didn't work properly and my request didn't go through. When I contacted support, they told me I had to make a new reservation, which was going to cost me a lot more money than the extension I tried to make the day before. They also wanted me to pay a new deposit, even though they were still holding my existing deposit. I told them I would find another solution, but they threatened me with the police and said they would keep my deposit if I didn't return the car immediately or make a new booking within the hour. They even charged me extra for a "late return" even though I was in contact with my friendly host the whole time. This has been a really stressful and expensive week for me, and Turo made it even worse. I will definitely avoid using them in the future.

We had a pretty scary experience with Turo.com on our recent trip to Colorado. We rented a car from a host who had been on the site for a long time and had rented out his car many times. We drove over 1,000 miles on steep grade highways with limited shoulders to pull off onto and few guardrails for safety throughout the state of Colorado. We also took scenic byways with sheer drop-offs, such as the Million Dollar Highway. On the last day of our trip, we discovered that the insides of the two front tires on the car were bald with the steel belt showing. We couldn't believe we were in this situation and felt thankful to still be here.

We immediately contacted the host who paid for 4 new tires to be installed right then. The host offered to give us a discount on our rental for our trouble, but did not. We also contacted Turo, but their only offer was to give us a $50 credit toward our next rental on Turo.com, which we have no desire to do. We were disappointed with Turo's response and feel that policy and regulations need a good makeover.

It is important to note that each host on the Turo.com site operates independently and may or may not take the full responsibility of renting out their car to the public with the best safety precautions. We were lucky to have discovered the issue with the tires before anything serious happened, but it could have been a different story. We urge anyone considering renting a car through Turo.com to be smart and stay safe.

Overall, our experience with Turo.com was not great, but we do appreciate the host's quick response in getting new tires installed. We hope that Turo.com will take our feedback into consideration and make necessary changes to ensure the safety of their customers.

11/20/2021 - So, we heard about Turo from some friends who use it when they travel. We thought it sounded like a good idea, so we decided to give it a try. My wife went on their website and reserved a Chevy SUV from Michael M in Tampa, Florida. We live in San Diego, so we had to catch a flight to get there. We woke up at 3am to make sure we had plenty of time to catch our flight. We had a layover in Houston and finally arrived in Tampa at 6pm. My wife had been in contact with Michael a couple of times to let him know when we would be picking up the car. But when we got there, we couldn't get a hold of him. He didn't answer our texts or return our phone calls. We were stuck in a not-so-great neighborhood, and it was getting late. We had to spend $35 on a Lyft ride to get to his place, but he was nowhere to be found. If my wife had been by herself, it would have been a really scary situation.

We called Turo, but they couldn't get a hold of Michael either. We were stranded and had no idea what to do. We had to rely on the "legit" car rental companies to hopefully get a rental. My wife called Lyft again, and we went back to the airport (another $35). We were finally able to get a rental from Thrifty, and we headed to our hotel in Clearwater. We were so grateful to Thrifty for helping us out in a tough situation.

Turo said they would reimburse us for the rental, but they were only talking about giving us a credit for future rides. We were not impressed with that. We also had to spend $50 on Lyft charges, but they would only reimburse us for $50. We wanted to leave a review about Michael M on their website so that other people would know what to expect, but there was no place to do that. We even called Turo the next day to ask how we could warn others, but they said there was no way to do that.

The bottom line is that if you use Turo, you have no idea who you are renting from or where you will be picking up the car. You also have no idea if they will show up or not. If it weren't for Thrifty, we would have been in a real crisis. Renting from Turo cost us two extra hours of an already long day and $20 in Lyft charges (if they follow through with reimbursements). We were not impressed with Turo's customer service, and we would not recommend them to anyone.

My first time using Turo was a bit of a nightmare and I don't think I'll be using their service again. I found a couple who advertised "unlimited miles" and decided to book a car with them. However, things quickly turned sour when they found out I was planning to drive from South Carolina to Ohio. Suddenly, they wanted to charge me more money. I politely declined and suggested that they shouldn't false advertise. But instead of accepting my feedback, they started sending me long messages, telling me that it was their car and they could do what they wanted.

As a businesswoman, I was taken aback by their aggressiveness. I simply wanted to provide feedback, but they took it as a personal attack. They continued to send me messages, attacking me and making snide comments. I had to ask them to stop, but they didn't listen. In the end, I had to close my Turo account just to get them to stop harassing me.

To make matters worse, I later discovered that they had changed their "unlimited mileage" policy to charge for miles over 600. It's clear that they didn't handle my feedback well and it's a shame because it will ultimately result in Turo losing quality customers going forward.

I want to warn others about this particular host, Patrick, who owns a white 2016 BMW 3 series near Greenville, SC. He has 5-star reviews, but these were only from people who rented the car locally since May 2021. You cannot leave a review of the host if they decline you, as in my situation, even though I was approved by Turo. He knew once he declined me that I could not leave a review on his page, which is why he proceeded to harass me after that. It was truly unbelievable and I had to send screenshots of the exchange to Turo Customer Service.

Overall, my experience with Turo was unsettling and I don't think I'll be using their service again. I would have booked another car through someone else on Turo, but this experience was so bad that I'll go through a rental car company from now on.

I gotta tell ya, Turo ain't all it's cracked up to be. Me and my buddy were planning a sick ski trip and we thought we'd save some cash by renting a car from these guys. Big mistake. I put the payment on my credit card and we got the premium insurance package, none of that cheap stuff. We were all set to go until my buddy had a family emergency and couldn't make it. No big deal, right? Wrong. When I contacted the owner of the car, he said he couldn't give it to us because my buddy had accidentally put himself as the "primary" driver by typing his name first. I mean, come on, that's just a silly mistake. But apparently, Turo has some internal rule about it and the owner couldn't do anything about it. So I called Turo and let me tell you, it was a nightmare. I talked to people in Pakistan and India and nobody could help me. Finally, one guy said he could cancel the reservation and I could rebook it when it became available. But when I did that, the price had gone up by $260! And to top it off, they charged me a $156 cancellation fee! Can you believe it? I was so mad when I got to my destination and I raised hell. Finally, I talked to a guy named Vladimir who seemed to understand my frustration. He said he would refund the difference and take off the cancellation fee. But when I asked for an email confirmation, I never got one. And when I followed up, another supervisor said it was all my fault and I wouldn't get a refund. So, long story short, Turo is a total scam and you should stay away. It's been a real expensive nightmare for me and I don't want anyone else to go through it.

This is our experience:

We went on our first vacation since Covid with a planned agenda of visiting our 97 year old aunt in Long Beach for 5 days and then going on a sightseeing trip to Death Valley.

We rented a Fiat 500. The car (which we only used for about 150 miles) started displaying an airbag failure warning on day 5, so we alerted Turo and they arranged a backup car for us so we could continue on to Death Valley. Figuring out the logistics took more than two hours of phone conversations and waiting on hold that day.

The second car, also a Fiat 500 - provided by a different host - broke down on us on the first day in Death Valley. Luckily we had pulled over at one of the resorts that also had a adjacent car repair shop. After running several tests the mechanic determined that we were dealing with a failed battery and that it could not be recharged, so anytime we made a stop and turned off the car, we would not be able to start it again.

After another two hours on the phone with Turo and finally being taken care of by one of their supervisors, we found out that Turo could tow the car and set us up with another backup car provided by a local host (near Death Valley and probably from Pahrump, NV). However, per Turo rules, the car can only be dropped off at the same location as it was picked up. Regarding my question how we would get back to Los Angeles, since we had to drop off the car again in the Death Valley region, the supervisor had no solution. He said Turo provides a maximum of $60 worth of Uber vouchers, but there would be no other way to get us back to LA using a Turo car. The supervisor admitted to the dilemma and gave us permission to have the car checked and fixed so we could get back. The Death Valley mechanic could not replace the battery since he had none in stock and Turo roadside assistance were not willing to deliver a battery to our location. They only tow or jump start cars. At this point we had spoken with two separate supervisors who both were extremely sorry for the inconveniences we suffered and agreed that our options were limited and that this was not ok. Though neither could help us in this case.

So we had our car jump-started and drove ourselves all the way to Pahrump, Nevada through Death Valley with a failed battery. A 112 mile round trip. We contacted the host and let her know that her battery failed and informed her about all the details involved since we were under the impression Turo and their hosts are one and the same company (more about that at the end of the review).

We spent $225.95 on a brand new battery. We have not been reimbursed to this day. When we arrived back to Seattle from our trip we found a charge on our account for $19 for going over the allotted mileage. A) We had to drive an extra 112 miles to get to the closest place that had a battery replacement and B) we booked a car for 10 days at 200 miles per day. With receiving a backup car the mileage started over, so for the 4 days on the backup car we lost over 1000 miles of the overall booked 2000 total since we only used the first car for about 150 miles. Eventually this charge was refunded. However at the cost of us spending at least another two hours on the phone with agends and on hold to have it resolved.

We also found that our host had sent us a very unkind message on the Turo site that she had to spend $80 to have her car checked since we reported the battery and brake issues. She claimed that the brakes were brand new and that was the reason why they made creaky sounds and rattled the car when you pushed them. Note: We never met the host herself since one of her friends dropped off / picked up the car. The host also left a slanderous review on my Turo account accusing me of "hitting my own children behind the corner" (? I don'have children btw.) and that I alledgedly tampered with her headlight. The right headlight did not work when we returned the car. We pointed this out to the person who picked up the car (who wasn't the host). Since we never drove the car at night (and only drove in the dusk one time) we did not notice. The light might have been out from the very beginning. My responses to her were always very civil and polite. What set her off was the fact that Turo required her to have her car checked (which cost her money). She fabricated several other points in her review and we will now have to have Turo remove it. We have all this in the messages on our Turo site. If a Turo agent took the time to read through the messages (that was our only form of communication with her) and the hosts review they will see the false statements that were made.

We were promised a refund via a voicemail by one of the supervisors right after we returned on May 17th (we have it on file still). After nothing happened for a week I contacted Turo again and they then promised the refund within 24 hours in writing on May 24th. Nothing. In the meantime I had to travel to Europe for three weeks and did not have time to deal with Turo from over there. When I got back I made three more attempts to be reimbursed, two times I was told again that the refund would be there within 24 hours and the last time, just a couple of days ago, the Turo agent told me that the Executive team "still had not made a decision on the refund". In the meantime Turo first billed the first host for the battery that we bought for the car of our second host. I contacted Turo to make them aware of their mistake after our first host was stuck on the phone with them for over an hour to try and resolve that it was not his car that needed a battery replacement. Turo then posted on my account page that they would be charge ME for the $225.95. We got charged for the battery that we had paid for out of pocket (mind boggling!). We had to put our credit card on hold so the charge would not go through.

Yesterday we contacted a lawyer for guidance. And today I am starting to submit our experience to review sites and the social media. We will also be reporting this to the California Attorney General office. I have no more patience.

Here are the key points:

Turo sent us out in car with a failed battery and brake issues. We do not believe that the issues came from the brakes being brand new. This could have ended up potentially very dangerous for us since we had to cross Death Valley in a compromised car (and yes, Death Valley is one of Turo's advertised destinations in the region, see the offical site).

Turo's regulations do not allow to drop off a car in a different location than where it was picked up. If you drive a distance away from your pickup location and anything happens to the Turo vehicle you rented, Turo can provide you with a backup vehicle, but you will need to drop it off where you picked it up. Turo does not have a solution on how to get you back to your starting point.

It does not appear that Turo reliably knows the condition of the cars provided by their hosts. The car we rented had an old reconditioned battery in it (as confirmed by the host in writing) that failed us.

We spent 15 hours total on the phone with Turo since. This is the combined time of speaking/ texting with agents and being on hold. We have copies of our phone records and all the Chat emails and screenshots.

The Turo agents all were trying to be very helpful, I have to give them big points for that. But they could not help us because of the above mentioned Turo regulations and because the executive billing team was unresponsive.

I asked to speak with an agent over the phone a few days ago, but Turo has changed their contact options. You cannot talk with an agent over the phone directly anymore.

It is beyond frustrating to have a company just not respond when it comes to an owed and promised reimbursement. I also do not believe it is safe to drive Turo provided vehicles. I am sure there are many good, responsible hosts out there (like our first host) that take care of their cars and care about their guests, but the fact that we were sent out with a potentially dangerous vehicle leads to the assumption that there may be many more cars in their fleet out there that have not been appropriately checked for road worthiness. I would also urge Turo to check the remaining fleet of cars our host has with them. She claims to have 13 cars total working for Turo.

And if a Turo representative reads this, the reservation number associated with this review is ***. You will see that all that I stated here is correct and has been reported to Turo several times.

We rented a *** Rogue with a low quality storage space accessory on top of the car, we were nearing the end of our trip when heavy crosswinds on a busy highway started becoming a little treacherous, all of a sudden the top of the storage space ripped off the top of the car while driving, it hit the side of the car and blew off into traffic, eventually ending up on the side of the highway. Not only did we have to dangerously pull over on a very crowded highway but the accessory could of caused a major accident. We looked at the damage, it was latched and plastic ripped from this storage container meaning it was indeed low quality and not a sturdy piece of equipment. We took pictures, documented everything, told the owner immediately what had occurred and returned the car to the airport as instructed. Also, when we picked up the car, gas tank was half full and owner made us pay the 15$ parking charge, even though he was unable to meet us in person. Also, at the end of everything, Turo charged us a 25 $ airport fee even though we just followed the instructions of the Host. A day later, a claim was filed by the host which I totally understand, you would think that Turo would be able to use their insurance to reimburse the host since it was completely out of our control and frankly dangerous. Instead...Turo notifies us that they will AUTOMATICALLY be taking out 500 $ for for the claim as a deposit because damage occurred during the trip. We told them what happened over the phone and 3 different customer service reps were rude, not helpful and could care less about the situation. We did the basic level of insurance coverage and it only covers you if *** $ of damage occurs so that was pointless. Turo also mentions that if they find that the damages extend beyond 500 $, they will come after us for more money. We could not remove our payment info from their application and they do not get authorization to take your money, they just do it. It seems illegal and just overall, just a terrible way to treat the people you use your service. Don't be fooled by the fancy tech and app-based platform, these people are crooks that do not know the first thing about renting out cars and building a sustainably, helpful car rental service. 10/10 WOULD NOT RECOMMEND

Abysmal customer service and enables predatory hosts to scam customers. I reserved a $200=/day car for 7:30 a.m. to pick up in advance of a 9:30 a.m. surveillance assignment for my company because I needed a car that was not mine. I've used Relay Rides/ turo since 2012 and hosts have always gone above and beyond to be professional and accomodating. The service had always been reliable. Host approved my reservation, then demanded I send photos of the front and back (?!?) of my driver's license to her cell phone number, as well as a photo of me holding my ID, which I did (this felt like a major violation of privacy and no legitimate company should allow it). From that point until more than two hours past my reserrvation start date, the host was unresponsive. She never verified receipt and her reviews were mostly last minute cancellations -- double as many of those as trips. I went to pick up the car, which I was paying $577.30 to rent for 48 hours. The location is a $20 Uber ride from my house. Host wasn't there, no instructions on where to go (we're in *** in an urban area) or how to find her or the car. Host ignored calls, texts, and messages within the app. At 9 a.m., I returned and attempted to pick up the car (I had requested a change in pickup time, also ignored). At 9:30 a.m. my surveillance assignment started and I was offline for a couple hours. I was very upset at this point, but afraid to call Turo, have. them say something to the host, and then have to deal with picking up a car from her. The host materialized at 9:40, more than two hours after my reserved car pickup time. she said she had been in an appontment, and that I could come pick the car up at 10 a.m. if I wanted. At this point, I was offline on my personal cell phone, running a surveillance detail. The host had been since the night before. Unlike the host, I didn't know that she could call in and say I wasn't available and had therefore cancelled and get to keep $174.11 of my money for being a dishonest and irrresponsible host. Within less than 40 minutes, the host began sending threatening texts about being forced to cancel my reservation, which she did less than an hour before she had resurfaced. The company awards her nearly a day's rent and doesn't allow me to leave a review.I call customer service, repeatedly over several days. There's nothing the company can do, they said, basically if the host reports a no show -- whether or not they showed for your pickup -- they're entitled to keep your money. Then, they can rerent their car to some other unsuspecting customer. I will never use *** again -- literally the worst customer service I have ever experienced. Buyer beware.

If I could give no stars I would. We rented a car using Turo. We did not use it much, as we mostly stayed at our hotel. 2 days before we left, we realized the car was not locking, and that there were dashboard lights blinking. This was a Sunday night. I messaged the owner Monday morning. Never heard back. We were to leave on Tuesday. Since I didn't hear back, I took it upon myself to look up what the dashboard lights meant. Surprise-it said to stop driving as to not cause engine problems as it was a problem with the transmission. So great, we're supposed to drive 45 mins back to the airport that day. Message the owner again-nothing. So I contact Turo. They give me the run around, saying I can have it towed or contact the owner again for a solution. We can't have it towed-we have a flight to catch! So I message the owner AGAIN (after trying also to call) and tell him that I need an answer to either have it towed-or we could leave it at the closest airport for him to pick up. The app displays that this message is read one minute after I send it, but the owner does not respond for TWO hours. We decided it was in our and the owner's best interest to leave it at the closest airport, so that we could rent a new car to get to our airport for our flight. The owner finally answers after this is done and is mad that we didn't leave it somewhere else. I told him the option was to tow it or leave it for him. Or we could've driven it and let the transmission go. He then starts threatening us telling us we'll be sorry and what goes around comes around, among other things. I let Turo know of this behavior, and they side with the owner. Saying we abandoned the car and we should've had it towed. Saying we didn't say anything until the day we left-but I have messages proving we tried to contact the day before when we realized the issue. I explained to them we had a flight to catch and we needed to be able to get another car. We did everything we could to contact the owner. And also that his behavior was unacceptable! You don't threaten people! They don't care. Now they want to charge me an additional $200 for leaving the car for him to pick up, as well as telling me we need to pay them $375 to cover their legal fees if we decide to continue to take action. On top of no refund of any kind. I told them they can send me to collections because they aren't getting another penny from me. I wish I had read their Complaintsboard.com rating of an F, and all of the comments on their page-because there is not one person on there that has left them a positive review. DO NOT use this company unless you like poor customer service and to be taken for all your money. There are people who have given in to their demands and are out thousands!

First I'd like to say, that I was still relatively new to Turo. So the situation that I'm in, is on account of poor execution at the beginning of my trip. Last month I rented cars through a couple hosts who were awesome. Despite slight hiccups with poorly maintained cars it was a wonderful experience and very cost effective. This past Sunday, I rented a Mazda Miata from a guy named James L. I walked around the car and didn't see anything that stood out damage wise with the exterior so I didn't take pics, but the host took some "far away pics" and I later learned why. The car smelled like hot garbage and was dirty when I got it but I took it anyway because I needed the car. Mind you, other renters said his cars stinks of smoke and whatever the hell else. (I told the host about this and he said I didn't have to bring it back clean since he gave it to me like this). I brought the car back the next morning, thanked him for a great overall experience, GAVE HIM 5 STARTS IN SPITE OF, and went about my day. Later on that day, I received a text that a damage claim was submitted. When I looked at the new pics the host uploaded it was pics of slight cracked imperfections in the front bumper and a scratch on the grill. You literally would have to put your face at eye level with the car to see it. (I MISSED THIS IN THE BEGINNING WHEN I PICKED THE CAR UP). I told the host I didn't crash/bump his car into anything, as a matter of fact, I didn't even get to go to my event because it was cancelled so I spent $100 for nothing and now he made a false claim against me in an effort to get a free paint job. I messaged him and told him I didn't do this and he's being dishonest. He retorted and said I damaged his car AND I smoked in it when he gave me the car smelling like trash! I'm still waiting on the claim process to be completed but if it turns out that I'm blamed for his pre-existing damage, I'm taking this case to small claims court BECAUSE I AM NOT PAYING FOR DAMAGES THAT I DID NOT DO. Furthermore, the so-called damages were so faint that I didn't even see it in the beginning! Even worst, he took a picture of two perfect holes in his bumper that looks like it was placed there by a machine of some sort and blamed it on me! This app is very convenient but when you have people who try to manipulate the system to get a freebie, that's when you taint the integrity of the app's objective. I WILL NOT BACK DOWN AND I WILL NOT PAY A RED CENT FOR SOMETHING I AM NOT RESPONSIBLE FOR. This app can work for you if you are thorough, but even w/ being thorough you can still overlook subtle damages that can be blamed on you by a good-for-nothing, low-budget, bottom of the barrel host. Look for damages everywhere, use a magnifying glass otherwise you will end up in a situation like mine. I'm covered by the blood of my ancestors so I'm not worried, but to all possible renters BEWARE of janky hosts.

When I picked up the car, it was parked so close to the vehicles next to it, I could barely open the door to get in the car or put anything in back seat. The trunk of the car was really dirty. There was dirt in other parts of the car to the point I hate even touching the steering wheel to drive it. The steering wheel was sticky and the car smell like it was owned by a smoker. The cupholder and other areas had cob webs in them as well so I definitely dreaded buying food and storing it in the car. The windshield was cracked and there was tape on the brake light. The car ran fine the first 2 days of my three day rental. The morning of the third day, I went outside to get in the car, but the key fob wouldn't open the car. I tried for several minutes and finally got the car opened using the lock since the key fob never worked. I proceeded to start the car with the key and it wouldn't even click. I tried everything to start the car and it never started. I then called the host but he didn't answer. He did respond quickly via chat so that is how I ended up communicating with him. He asked me what was the issue and I explained what was going on. He advised he could give me a jump but he would be available to for another 90mins because he was in class. I then called Turo for road assistance but while I was on the phone with them, the host let me know that Turo would charge me for the road service call even though it was his vehicle that was broken down. When my host got out of class 90mins later he said he would come jump the vehicle but he was 50mins away. In the meantime, I called Turo back trying to get resolution because at this point, I've been broken for a few hours and I had somewhere I needed to be. I explained I didn't feel comfortable keeping the same car because I was concerned it would die again and I'd be broken down late at night. Had the host offered to replace the battery, I probably would have kept the vehicle since I was 25-35mins away from the places I needed to go in Texas. Eventually, I was given the option to cancel the trip and told I could request a full refund with the approval of my host. I have a pending refund for the 'partial' day I didn't use even though I never got a chance to use the car the entire 3rd day of the rental. No replacement car could be found and by the time I got off the phone with Turo, all nearby rental places were closed. I had to Uber the rest of my trip. I spent more money Ubering to and from my destinations (including the airport) then what they refunded me. This was my first time using Turo and as you can see it wasn't a great experience. The host didn't seem too remorseful either. Did I mention I was visiting the area for a bowling tournament and now that I didn't have transportation, I basically I had to take my bowling *** with me wherever I go so I wouldn't have so much back and forth. This was a horrible experience. There's no phone number to talk to anyone so I spent an hour or more chatting my issues.

My family has rented cars from Turo several times. This is my first time renting with Turo. Their website is fairly easy to navigate. However, if you have problems with the car you rented it is virtually impossible to get help in a timely manner. The following is my story:I scheduled a rental for the dates 12/18/24. I picked up my Turo rental 8:30am on 12/18. By 9:30 the same day I discovered the car had a flat tire. I called Turo for roadside assistance and was told I would get towed to a tire shop 3 miles from where I was stranded as the car I rented didn't have a spare tire. They told me the tow company will arrive at my location within 2-2.5 hours. No tow company ever arrived. 'Roadside assistance called me several times stating they're on their way. At 4pm I decided to call Uber to take me to my destination which cost me $70. You're probably wondering why I didn't just ask for another Turo car. Based on Turo's policy, I could NOT rent another car until the current rental was cancelled. It took ALL DAY until 5:30 pm for Turo to cancel the current rental. I spoke to no less than 6 different people with the last call lasting 2 hours and 15 mins. Turo is bottlenecked due to their policies. I was passed around from person to person because no one cold make a decision or didn't have the authority to make decision. Everyone I spoke with EXCEPT for the last Supervisisor I spoke with understood what I was saying but they all stated "they couldn't do anything about it". At this point, due to the 'inconvenience', Turo gave me a $250 travel credit which appeared immediately on my account, and refunded me monies paid for the first rental, less $50. Apparently, once you pick up a car, wether the car is operable or not, it's an automatic charge of $50. Please be reminded I had the car for 1 hour before the flat tire AND waited for a tow truck for 6.5 hours and tow service never came. Being that I was still in need of a car, I made another reservation for the dates of 12/19/24. The total for the 2nd rental was $540, less my $250 travel credit left a balance of $290 which I happily paid. My rental was confirmed but the owner cancelled the rental 20 minutes later. To this end, I found another car and booked it. The total for this 3rd rental was approx $340. Unfortunately, rather than roll the travel credit of $250 over to this new rental, Turo only gave me $57 travel credit (where did this $57 come from?) and then charged me another $283. So in total, Turo now has charged $573 on my credit card. When I noticed this I notified Turo, and after being shuffled around to a few different people, I finally reached a supervisor. In a nutshell, Turo is unwilling to recognize that the cancellation by THE *** of the 2nd rental should have resulted in a complete refund of all monies I paid towards that rental which was $290. I was NOT the one who cancelled but rather the owner cancelled. What should have happened after the Owner of the 2nd rental cancelled my reservations is the following:1. Refund me the $290 paid for the 2nd rental.2. Since the 2nd rental was cancelled, apply the $250 travel credit back to my account.3. Use the $250 credit towards 3rd rental.4. Charge my credit card for the balance of the 3rd rental, less $250. travel credit equalling to $90 new charges. My Turo account is now showing a credit of $175.18. First, this 'credit' is incorrect. How did they get this figure? Second, even though I had $250 travel credit, Turo chose NOT to use it and instead decided to charge me additional monies. I should've only paid an additional $90 for the 3rd and final rental. ($340, less $250 travel credit). I demand a refund of $290 (from 2nd cancelled rental), less $90 for 3rd rental.

TLDR: Turo is just fine as a middle man provided there are NO ISSUES. As soon as you have a non-smooth rental experience, you will quickly find that the company is totally hands off and allows you to be railroaded by their adjusters ( who are not employees )and you are basically on your own with no way to get real help from customer service if the situation isn't going fairly. The Long Version: =================================================== I've rented a few cars on Turo over the past few years. My experience with the Hosts has been very good, and I've been lucky enough not to have problems or damages, until June. The true test of a company's relationship with its customers is how they handle a situation when everything DOESN'T go according to plan, and in this regard Turo made me feel like I was totally on my own. 1. confusing and contradictory claims / damages information on their site 2. totally outsourced claims handling and I suspect even outsourced customer service. 3. zero accountability or escalation process in case one ( or both ) of the two agents above didn't really help you ( or ignored you, which is what the claims agent has done to me, despite my valid questions regarding Turo's own stated terms ). To elaborate further, the vehicle was cosmetically damaged while in my care, though it was parked at the time. The situation required some critical thinking, and though I was fully communicating, Turo was operating in an automated and brainless fashion, and gave me NO AVENUE through which to get a decision maker to assess the situation. I was being railroaded down an illogical path with ZERO communication about the extra details I'm about to present. Here's where it gets confusing: It was a small dent/scratch, but deep enough to require paint. I immediately informed the host and sent photos so he was aware. I had the Turo standard protection, at $500 deductible (which cost me $13 a day!). I also have personal auto insurance with a very low comprehensive deductible. Through communication with the host, I also discovered he was paying for Premium level host protection from Turo, which clearly states that scratches/dents/dings under 3 inches are covered fully by Turo. This dent is right at the borderline of that size. ChapterII: The host files a claim, and Turo processes it fairly rapidly. I learn that I am being billed $150 for their time / trouble to review and file the claim, which at least counts against my deductible, and also another $180 for the damage. Not too bad, but my personal insurance deductible is still much lower. I concurrently contact my insurance company and file a comprehensive claim, since the damage occurred due to wind and while the car was parked. I send emails to the Turo ( Liberty Mutual ) agent and to my own insurance agent giving the claim numbers and information. My insurance company is responsive, but not sure how to deal with this type of arrangement and investigating further. Turo's insurance agent, however, is completely ignoring my voicemail and multiple emails inquiring the following: Is this not already covered by the Host's Premium Protection Policy? Can I use my own insurance instead? I simply get no reply and an invoice, no explanation or direct response offered. They're going to automatically bill my card in 24 hours, thanks very much and eff off, mister nobody. It seems to me that the business leads and programmers at Turo have developed a wonderful business model where they wash their hands of the burden / accountability / and liabilities involved in facilitating this business. They simply farm it out to someone else, take their profit, and walk away ( straight to the gym/golfcourse/weedlounge wherever SF dev bros go). While this is wonderful for them as it probably allows them the freedom and luxury to live well and have very flexible and less stressful lives, the end result is a company that feels like it's run by automated processes, and intentionally makes it very very difficult to get the attention of anyone with any authority to clear up a mistake in that automation or hold their outsourced agents accountable. The result is a situation that makes you feel like you exist to serve Turo's comforts, and feels like a one-sided arrangement when there is a legitimate dispute. Clearly, the teachings of Timothy Ferriss are gospel at Turo HQ. I give this company two thumbs down. I'm going back to traditional rentals and will never expose myself to this liability again unless I hear they've made a significant change.

Friends don't let friends do Turo Zero star rating - Our first & LAST Turo rental. There's a good reason this company has an F rating on the Complaintsboard.com site. I wish I would have looked at reviews online before trying out this company. If considering renting a stone grey SR *** Kicks 2021 from an owner whose name starts with a "B" in Oahu, I STRONGLY advise against it. Reviews show 5 star ratings but in reality, we were asked by the host to leave a positive *** rating and after doing so, we were thanked and a few minutes later sent a notification of a damage claim. It only takes one online search to see how many of these "hosts" are willing to make false claims & wait to see how much they can rake in from you and/or your insurance company. We rented this particular car without any issues other than the owners stating that picking us up at the airport was actually illegal per their state yet deciding to show up with keys in hand and car at curbside at the airport despite our request to be taken to the car off site. After our rental period ended, we returned the car & gave the host cash to apologize for showing up a few minutes late (even though within our legal window of rental time & finding out later that accepting cash voids the host's ability to file a claim). We personally spent 45 minutes of our own time hand detailing the car & making sure that it was returned in the same condition it was given to us. After returning the car in person & the host having no issues with the return of the car, the next day, after leaving a positive review per their request, we received notification of a damage claim to the car & immediately were billed $500 to our credit card. We noted that the photos were uploaded at 2 am, after dropping off the car 6 hours earlier. When inquiring what damage the host claimed, we were told "please do not worry, it was our mistake for reporting this late - in the morning" & also "you will not be charged. We will just file with Turo & see how insurance will pay for it". How is it legal for a host to accept the car & then hours later, after having possession of the car, claim that WE damaged it? Did we take "after" pictures when returning the car? No. Because unless you read the fine print, one does not realize they must literally take a picture of EVERY SQUARE INCH of a Turo rental in order to cover oneselves. After reading other renter reviews post-trip, claims can be made against you if there is damage to the glove box, in the console, latches, switches, under the seats & under the car, inside the tire well, on the roof of the car - literally ANY place on the car can be claimed damaged by a dishonest host. Who has the time or energy to take pictures of every square inch of the car to protect themselves? If renting from *** or any other reputable company, it is understood that when the car is returned & inspected, the renter will not be liable for whatever damage that occurs after the fact. One would think the same would be the case for Turo but they allow hosts to file up to 24 hrs AFTER drop off! From extensive online research, you will find that they will side with the party whom they will gain most monetarily from. The claim can be absolutely bogus, as was *** will give you the run around. We returned our car without any damage whatsoever. We were told that we caused an abrasion to the window button control arm rest (which from the pictures looked like something that could be wiped off with leather cleaner spray) in addition to a scratch on the dashboard. After reviewing the pictures sent to us from Turo, taken by the hosts HOURS after we returned the car to them, we noted that the abrasion on the window control area is, according to Turo policy, not actually a valid claim because it did not meet length requirements. We pointed this out to Turo who appeared to have cared less & didn't address the issue. We strongly believe the dashboard scratch was a fraudulent claim. There wasn't damage at the time of drop off & the only thing ever on the dash was our parking pass for the hotel. Total estimate for said damage? An exorbitant almost $3,000! Renters beware *** will send you the same response they send *** will, in fact, be billed & charged & stalked for more money until you either pay or are threatened with collections. With so many reputable rental car options out there, there is absolutely no reason for anyone to rent from this company. No cost savings is worth the heartache that you will inevitably receive if you rent from Turo. It should also be noted that when we demanded that our positive review be removed from the hosts website, we were told that it was against policy to do so but if granted, we would not be able to retract the stars given to the host. That being said, one should realize that the positive reviews/stars you are seeing on Turo's website are inaccurate.

TURO Took the vehicle owners word without even a thought to ask any questions. A $120 dollar car rental turned into $500 car rental. They took different amounts out everyday for different reasons over the span of almost a week. 5 separate charges for 5 days. I left if better than I found it. Like seriously donated an aux cord and cell charger. AAANd APPLIED THE belt conditioner so it wasn't embarrassingly skreechy the entire 1 1/6 days I had it. Following is my attached e-mail without all the product pictures and receipts I sent. This is my written rebuttle to them accusing me OF smoking and leaving a bunch of evidence. And 3 charges worded differently; but all ment tardy . it's super weird that they WILL NOT SEND ME All those incriminating photos I REALLY WANT TO SEE ALL OF THE NON EXISTENT CIGARETTE ASH. I DONT SMOKE, ANYTHING._______________________________ I do not smoke cigarettes or weed or anything else for that matter. I quit. I have multiple references. Who are ready to fire you emails. My only explanations could be either from me and the girls, smokey casino night and our stench clothing. Wich was very fun but even I felt as though I had smoked a pack of cigarettes just being in there. Plus it was raining so no ventilation, only marination? And I have record of hiring someone to vacuum it out before return. I DID GO ON YOUR APP TO CHANGE MY RETURN TIME. I had made a mistake that *** brought to my attention and I fixed it as soon as I was able. It was my first time and I'm just not app savvy.. I do not live in a rural area. Not everyone in the world has their phone glued to their face. I put return time 1:00 and I meant 7:00. Which I will totally take the careless blame for that. I never wanted to worry anyone. I was there at 7:00pm outside his house with my husband; waiting to take me home. It's not my fault he didn't look at the dam phone sooner and I wasted some time knocking on the door. And hoping for a more personal and needed looksie while both present. i left it in the same parking spot I had found that dirty old *** Cleaner than I had found it. AND!AND AND that thing(***) has an engine knock that is unbearably close to sounding like a break down. Very nerve racking. The serpentine belt was also squealing so God awful loud it was embarrassing (I sprayed a belt conditioner on it to we didn't have to park in the back of the lot to avoid being seen in it.). The back seat pocket was almost completely ripped off (wich I tacked with fabric glue and heat because I didn't have an option besides ripping it completely off) and the front driver side has a big ol whoopsie (all I could do for that was wax and buff all the lights to make the eyesore not stick out as much). There was no accommodating cords for the old clunker so I donated a C charger cord as well as an AUX cord. Plus he had me leave it unlocked! In ***. Anyway, I did those things because I was just thankful to pick up my sister and have some fun. I do not get to do that very often. I don't care if he noticed any of the things that I did to make the car more comfortable for him and the next renter. And I hate that I'm having to type and use it as defense now. It defeats the good. Like when you have to *** explain a joke. Now, I will pay a fair amount for my time mix up. I'm sure that was nerve racking and I really hate that he worried because I'm dyslexic. I LEFT THAT CAR BETTER THAN I FOUND IT. attached I can send pictures of the products used to clean it. and the place I had it vacuumed with the receipts.I can promise to do my best to gather more patience with this annoying situation. I feel I must be honest and straight with you if he wants to play dirty, I don't, I don't need too. I'm very southern and more of a kill em with kindness type. I HAD THAT CAR FOR 4 HOURS OVER 1 DAY AND ITS NOT GOING TO COST ME THIS $500. ABSURD! I EXPECT YOU TO DO BETTER THAN THAT, PLEASE. If I don't get a reply by around 5:00 pm today with somthing meeting my very low standards. The Complaintsboard.com has already read my e-mail to them asking for advice and they replied that they will post my review immediately! if Turo cannot find reason. I am not an a*** and I definitely don't like wasting my time so I'm eager to receive a new statement and I hope it's fair.Also and on a lighter note. I suggest that you please work on your staff in the chat room. They seemed jaded. I asked very straight forward questions about verbage used in the receipts on by bank statement/e-mail and they replied as if I was attacking them. Asking/answering questions and communicating should be their priority. I was in no way trying to attack or even argue, just understand.Sincerely Shenandoah *** You'll see in my carwash(vacuum) receipt that I was done at 6:20pm. I was 2 miles away with no other stops as my witness there can tell you. If I need to put a file of witness testimonials together. I will. He's already wasted this much of my time and= money

I am a host (but probably wont be after Turo retaliates for me posting this complaint). Turos third-world-style customer service is horrendous and I have put up with it for more than three years. It has changed numerous times in the past three years and only once did it improve when they added the callback feature but then they removed that and made their support very siloed and difficult to access. The first tier agents are *** scripted, none of the agents speak English as their first language, and it, *WITHOUT EXCEPTION,takes on average 15 minutes to resolve simple issues and on average *35 minutesto even gain approval to have an issue escalated to a supervisor. They implemented a chat feature last year for two departments that you can no longer reach by phone; billing is one of them (which up until a couple years ago used to be provided by phone by DOMESTIC based agents who were always friendly and rarely scripted). This may have been done to improve wait time, as each agent can now assist up to four customers simultaneously, it takes longer to resolve an issue and if you click out of the website to do anything else, there is no alert to tell you when your agent has replied, so many times I get busy with something else and the agent disconnects the chat due to no reply so I have to start over. Most recently, I called in on a guest who was booking my car and canceling the trip REPEATEDLY within the free cancelation period, thereby blocking my calendar to other potential guests who may have booked valid and surer trips. This guest did that for over an hour, effectively working around the free cancelation period by exploiting a loophole in the policy. I called asking to speak with a support escalation lead, but was flatly denied escalation. No reputable organization should deny paying customers the chance to have their issue escalated and heard by a supervisor who has more power and more knowledge than the first tier support. I was also denied a second time for a separate issue on the same day where my earnings were improperly calculated (a prepaid Extra had fallen off when a guest tried to process an early return request. That extra $18 was paid to me after a few hours, but I was denied the opportunity by the general support line to have my concern escalated by phone to my friends in the customer support escalations team to have them elaborate on how the glitch happened, how to potentially prevent it on my end, and most importantly, whether they would consider additional compensation for the time and effort I expended bringing the glitch to their attention. These two issues today led to the last straw and the filing of this formal complaint to a neutral, regulating third-party.Let me make this clear: I have been a host for three years and have about *** completed trips on the platform. I have only escalated between *** issues to the escalations team in that time, so I have incredible respect for their time and know what issues are worthy of their time. So, I do not abuse the process but I do expect the same level of respect when I have identified an issue beyond the scope of first-tier support representatives. Regardless, it is unprofessional to flat-out deny a paying customer (especially a high-value one) the chance to vent, address an issue, or request additional info from a supervisory team.

I am writing to complain about a business operating in *** and ***- TURO.

Website: https://turo.com/ca/en

Turo is a car sharing company where you download an app and can rent someones car. Its essentially air bnb for cars.

The back story: In Dec/ January this year, we travelled to ***, *** to visit my family and rented a car through TURO. We purchased their insurance policy for $630CAD (see charges and documents attached). On January 6th 2022, my family were sitting at a red light in *** and were rear ended by another vehicle. I had my two toddlers in the car but luckily no one was hurt. We pulled over to the side of the road and exchanged information. The person that rear ended us gave me all of their information including insurance details and we subsequently filed a police report to ensure there werent any issues. The at fault party that rear ended us admitted 100% fault and their insurance company agreed to cover ALL the damages.

In TUROs policies, they state that if I choose to handle the claim myself between me, the host and the other insurance company, then I will not be charged any amount for this not at fault claim. Please see email thread below between myself and TURO: Feb 3rd I said I wanted to handle the claim myself and asked TURO for the name of their insurance provider to do so.

After much back and forth, they attempted to charge my credit card $500 without my authorisation. I did cancel my credit card prior to this as I did not want to be billed unauthorised amounts due to this issue. I also want to point out that the $630CAD insurance policy I purchased when hiring the vehicle, I have come to learn, is in fact not an insurance policy but a protection plan as they call it. The wording is misleading and they somehow must skirt the law in a grey area by their deceiving terminology.

20 days later- not business days, but 20 days in total later, TURO hires a private debt collector service - *** to contact me. STA then begins calling and emailing me requesting the $500 that I supposedly owe for being rear ended. I have tried contacting TURO multiple, numerous times via email (I do have documentation to prove this), however after promptly selling this to a debt collector they will not respond to my emails.

I have been asking for an invoice with a explanation of the $500 charge, to which they cannot provide. I have also asked *** debt collectors to obtain an invoice and it has been over 6 weeks, they cannot provide this either. They want me to pay up for an erroneous charge. I am writing to ask for assistance and file a consumer complaint with TURO.

1) Can TURO charge me $500 when the other vehicle has admitted 100% fault and paid for all the charges/ damages in full. Note I have spoken to the at fault party on the phone and he confirmed his insurance company has covered all the damages.

2) Can TURO charge me $500 when I told them I wanted to settle the claim between me and the vehicle owner (proof below) and I asked them not to get involved. They claim this is an admin processing fee charge.

3) Can TURO send this *** to a debt collector within 20 days of requesting payment when I still had questions about the charge, have not received an invoice for the charge, and then cease contact with me. They will not respond to my emails and the debt collector has no information about the charge, they are just hassling me for money.

Thank you for your attention to this matter.

Back in 2019, I rented a car through the Turo company. During that time, Turos website advertised that all cars were insured. Each plan on Turos website advertised that Turo would cover 100% of eligible damage costs and each deductible advertised was lower than ***. Because of this advertised information, I became an advert Turo customer. The companys car offerings were great, they did indeed offer lower prices than most rental companies. It also was a great service for people like me who didnt have a credit card and needed a rental car. I had just started a new job so Turo was great!Unfortunately, I was in a weather-related accident with a Turo car in February. The cars owner had driven the car from *** and it wasnt suitable for Massachusettss winter weather. I didnt know the tires were bald at the time since its not the consumers job to inspect every detail of the car. Nonetheless, after leaving work during a winter storm, I couldnt properly stop due to the bald tires and the car slid onto the sidewalk and a street sign. The car was towed to my family friends car shop. At that time, the car was inspected by the mechanic and they found that the tires were extremely bald, the tire rod was broken and there was minor damage to the front bumper. I expected that because it was weather-related that I would pay the deductible and have it completed. Thus, I was in a prior weather-related accident in my own personal car and had the same insurance company do the same thing. In addition, the driver was fully aware that it was weather-related and understood the situation. Oddly, I received a call from Turo and emails regarding the damage to the car. The representative informed me that I would need to pay a minimum of at least ***. The exact words from the representative were Since you bought the Minimum protection, your out-of-pocket cost is limited to $3000 for the damage claim. Going back to their website advertisement, there was not one mention of the out-of-pocket cost being higher than ***. In addition, the individual sent me the following information as well, "Turo protection packages Standard and Minimum have a deductible that applies in the event of a damage claim. A deductible basically means that, before your protection benefits kick in, you are responsible for the deductible first, and Turo covers everything on top of that (e.g. for Standard, if the damage claim is $7000, you would owe the first $500 of damage, and Turo covers the remaining $6500".. Thus, I would be supposed to pay 500 but according to them, this policy isn't applicable to me, as I will have to pay almost ***. In fact, their advertisements remain the same to this day and since my complaint, they have added additional information to their insurance policies which leads me to believe there are others who were placed in the same predicament. If I knew this was going to be the case, I could have had the car fixed by my mechanic for lower than ***. Instead, Turo told me that I am at fault for the accident despite the weather being the actual cause. I refused the amount. They then told me my claim had been referred to ***, a collections agency. This collection agency they referred my case to, contacted me a week or so later and has ever since been threatening legal access. I did inform the company that I would pay 150 a month, they refused. Thus, this company has destroyed my driving record with insurance companies. Because of Turo, most insurance policies offer a policy no less than ***.

My name is *** and I'm filing this dispute in reference to my Turo account and the damage claim against me. I rented ***'s *** Focus from January 2 - January 8 During that time I took great care of the car I spoke with *** on a daily basis because I kept extending my rental. *** agreed everytime I extended my rental. On January 8th I tried to extend my rental and my turo app was blocked. It said that I could no longer rent from turo and I had to return the car immediately. I called customer service to see what the problem was. *** advised me that I needed to send in my driver's license a picture of me holding the driver's license next to my face and the credit card I use to get the rental. I did as requested. *** then called me and told me that's Turo how to give him a call and told him that I rented this car fraudulently and that they had put a hold on my account. When *** gave me this information I called Turo customer service and told them that is a false accusation I sent them everything they asked for my profile is in my name and I have no reason to rent that car fraudulently. Turo then told me that *** officials had called turo securities department and that the *** is the one that advice turo I rented the car fraudulently. At that very moment is when my whole account got messed up. I was thinking with *** to extend the rental for 3 more days I had to do it via the Turo app I couldn't do it via the app because turo had my account shut down as fraud so after 3 hours of trying to get the situation squared away Turo started sending me threatening emails saying that they're going to report the car stolen and I need to get it back ASAP and I had it way too long and I have every single saved email and every single recorded conversation. I spoke with *** he agreed to allow my friend *** to return the vehicle to him in *** being that she live there and she was in *** with me. He advised hope and myself to not lock the door to leave the keys inside of the car with the door unlocked because that was his only set of keys.. hope then drove to *** in the car and did as advised. I called *** the next morning to make sure he retrieved his car. *** advise me that the car was not in front of his home. I said that was impossible being that I rented hope a room at the SpringHill suites in ***. I immediately hung up with *** called hope and ask her what was going on. She said I left the car in front of his house I left the key inside like he said and I called The Uber to his house to take me to the hotel. I called *** back and gave him that information. Well to make a long story short a girl named *** as advided to me by the *** stole the car they caught her in the car *** chose to not press charges and he retrieved his car. The problem is Turo build me for damages to the car smoking in the car and numerous other frivolous claim's. I'm not sure why I'm being billed for a stolen car that there is a police report on. I am also a bit upset at the fact that my Turo account will shutdown for fraud and there was no such thing. After I sent turo the requested identification they should have immediately released my account. The *** violated my privacy rights by calling turo and making false accusations and Turo violated my privacy rights by giving the *** information about my account. The *** and Turo both work together and filed false accusations and false claims against me my account and my privacy and now I'm receiving a $402 bill for a vehicle that was stolen and that the police caught the person in. This is unacceptable and I'm going to contact a lawyer about it Respectfully

I allowed Turo to lease my vehicle for the summer (I was on as an independent contractor leasing my vehicle to them). On August 27th, my 2018 Jeep Renegade was rented out to a woman I will refer to only as *** for security. On the 28th, she received a parking ticket (along with several fees) down in the city of Ashland. Over 2 hours south of ***, where I was residing WITHOUT my vehicle. When they returned the vehicle, they violated the terms and left it in the airport parking lot with the keys inside, unlocked, and without paying for the parking. Turo reimbursed me for the parking at the airport, because I was aware of it, but *** never informed me about the parking ticket on the 28th in ***.I learned about the parking ticket two months later, when I received a letter in the mail from *** A collections agency. They requested that I paid the payment of $72 to them for an overdue parking ticket from August 28th. If I didn't pay within 30 days, they would report it to my credit. When I realized that my jeep was being rented out at that time, I contacted Turo through their online support system. I provided them with the trip details from the guest, I provided them with the paperwork from the collections agency, and followed their exact requested procedures. They took weeks to get back to me, and every time I tried to contact them to ask for an update, they told me that they would put in a request for one of their executive team to respond to me, and I would hear from them in 48 hours. I never received a phone call. Finally, after 2 weeks of no response, they told me that I needed to provide the original citation that included the Jeep information, the time, etc. so they could validate the claim. I mediated between them and the collections agency to request a copy of the original citation from Diamond Parking. I told Turo that I would get back to them as soon as I had what they requested. It took the collections agency 45 days to send me a copy of the ticket. Thankfully, they put my account on hold while they were waiting for the information and did not report to my credit during this time. However, once I received the letter, the 30 day countdown began again. I submitted the information to Turo, and they once again took almost a week to respond. When they did, they told me that I needed to PAY for it, and include a receipt so they could reimburse me. There was nothing I could do. I couldn't talk to anyone on the phone about my situation, because they would not call me, and they acted like our prior email conversations never happened. Continuously requesting more information from me. I also found through an email and by researching that on January 19th they updated their terms for reimbursement to say they were no longer liable for reimbursements past 90 days after the trip and they would process each claim on a case by case basis.I was appalled, and defeated. I conformed to their request, and paid the collections agency myself, fearful for a bad report to hit my credit when I have struggled so much through 2020 as it is. I ended up paying $78 with processing fees and additional late fees. When paid, I provided Turo with ALL of the information once again. The trip, details, a picture of all of my conversations with the collections agency and the information they provided me with. There was no room for doubt that the responsibility for the charges lay with Turo when it came to the ticket. But again, after almost a week of no response, they sent me another email saying that they need to see the "original citation" again. And circled around like we haven't been doing this for months. I am so appalled at working with them and disgusted that a company would gaslight someone to this extent. They have no customer service, no respect for their terms and agreements, and are illegally cheating thousands of vehicle owners.

I rented a vehicle from Turo. The vehicle broke down the same day, Sat Aug 29th. After numerous emailed and calls to Turo I still have not received any reimbursement. Please see explanation below. Same as I reported it to Turo. I have receipts. I reported that the vehicle stopped working while I was on the trip. I have attached a copy of the messages I sent the host while on the trip, which can be verified in my Turo account. Additionally, I have attached the messages between me and Turo support where I reported the problem. As well as the text messages between me and Turo support's ***. We picked up the vehicle Saturday morning 11 am Aug 29th. On the trip with me was my Co-Driver *** and a mutual friend *** either of which can be reached as witnesses. Toward the beginning of the trip I noticed the cigarette lighter did not work when I plugged in my cell phone charger. So, I think there is a short. At about 7:45 pm on Sat we were in ***, I was in the driver seat, the car was in park and idling when all of a sudden it died, it was like the power all drained out, it just shut down. We were out of range for any of our cell phones (so we could not call Turo roadside assistance) but some of the other park visitors agreed to call the Park Rangers once they got to an area where there was a phone signal. A Park Ranger showed up after a while and tried to jump start the battery in the back of the vehicle. When that did not work the Park Ranger got us a tow truck from *** (not part of Turo's roadside assistance). The Park Ranger was kind enough to wait with us until the tow truck arrived. The Tow Truck Driver tried to jump start the post under the hood and replaced a burnt-out fuse. When that did not work we were towed into the town of ***. The tow cost me $400 which I want to be reimbursed for, I have attached the receipthere. We stayed Saturday night at Surestay Plus by Best Western ***. Another cost (*** receiptattached) which I expect to be reimbursed for, because it was a cost I only incurred because of the car breaking down. On Sunday after I had arranged for the vehicle to get towed back to the host, made the host aware of it, left the key at the front desk of the Best Western with instructions to give it to the tow truck driver, my friends and I got a ride share ride to the *** where I believed we could get a rental car. (We were stranded with no way to get home; we were told due to Covid-19 we could not ride with the tow truck driver back to ***/North Hollywood.) The ride share driver who showed up was having car trouble himself, so once he got to us he cancelled the ride, however he had the same kind of car we had got from the host, a *** Prius, so he took a look at our car. He found another fuse which was blown, there was an extra fuse to replace the blown one. After the fuse was replaced the car would start but only for a second, then it shut down right away. A second ride share Driver arrived and took us to the *** where we were disappointed to find out we could not rent a vehicle due to not having the right combo of proper ID and *** cards not accepted). Finally, we called one of ***'s friends, ***, back in *** who came to *** and picked us up and brought us back to ***. *** demanded money to give us a ride. So that is another cost incurred due to the host's car breaking down and which I would like to be reimbursed for. I covered the gas ($48.84) that *** put in his vehicle before he came to pick us up and I bought him a meal ($25.17). I will attach those two receipts*** also. So many expenses occurred due to the vehicle breaking down. Since the vehicle did not do what it was rented to do I feel my rental fee, $104.00, should be refunded. I am attaching that receipthere also. Thanks *** - email address for my Turo account Date of Birth: 05/17/[protected] Reservation *** Case Number

I rented a car through the Turo app. which promised the car would be sanitized and cleaned due to COVID-19 policy which it certainly was not but thats just the start of the nightmare rental experience. When I arrived at the car and unlocked the car through my *** phone the first thing I noticed was how dirty the interior of the car was including a thick layer of dust and dirt on the dashboard and ketchup stains on the door dirty carpet extra. It was abundantly clear the car had not been cleaned yet alone sanitized in anyway shape or for because it was late and I had been dropped off by an Uber I had no choice but to proceed on. As soon as I started the the a warning light indicator light was on and after googling it the tire pressure was low needed air and the gas was at 1/2 when it should have been at full. I stopped at the gas station filled up the tire and gas thinking the problem was solved it was not through out my entire trip I had to stop and put air in the tire and after reading the feed back from another renter on the Turo site which a week or so prior mentions the problem with the tire problem in plain English that the renter new about it before renting it so me and hid that information from me. Thats just the tip of the iceberg. I deal in Antiques and had used the car to pick up several boxes of things I had purchased along the 2 day road trip which were in the car along with personal belongings because of the tire issue I had kept the car 1 day longer then the return date but had notified the renter on my way back to LA I stopped at a thrift shop and was in there for about an hour when I came out the car was gone. Turo had sent a tow truck to take the car without any notice and left me stranded about 50 miles from my home! After making it back home via Uber I immediately starting calling Turo to find out where my belongings were after literally 50 phone calls I was told they had no idea about my belongings and neither did the renter in fact they claimed that the car was empty when it was towed. I kept on calling trying to get information regarding my stuff and I had gone on the trip with a friend who will give a sworn affidavit as to what was in the car including their stuff the car was taken mid trip on a 3 day buying trip where we stayed in hotels of coarse the car wasnt empty when it was towed I also had credit card records showing purchases on the dates of the rental. I consistently called daily until one day where I was told that they would be unable to transfer my call and when I asked to speak to a supervisor I was told no and theres nothing they would do for me and hung up the phone after trying again several times with the same response I gave up out of frustration. I opened the app. several weeks later to see they had changed me for the tire damage and the cost of the key when I had told Turo I wanted to return the key and how can I do that and was never provided any information to do so. As far as the tire goes I informed Turo to please check the renters feedback and they will see the week before I rented there is a complaint by the renter describing the issue with the tire problem which proves I wasnt responsible and that the renter knowingly hid that information from me the bill was $599.00 for those two thing absolute insanity even if I wanted to talk to anyone one from Turo I was told they would contact me back and I couldnt be transferred or speak to a supervisor of any kind. They never returned any of my phone calls nor did they ever recover any of my property! This was the single most unprofessional and illegal treatment I have ever experienced from a company in my entire life and Im 49 years old! This company shouldnt be able to conduct business in the state of *** or any other state for that matter the complete disregard for customer rights and utter disrespect for property is shameful and they deserve to pay for their treatment of customers! There is absolutely no personal responsibility taken and its a pass the buck mentality saying we cant control the individual who rent their cars on our site were just the middleman who connect the renters with the people renting the cars. They cant have it both ways they receive a fee during the transaction which makes them part of it and they need to take responsibility and understand when you take the money you become intrinsically part of the deal making your company Turo responsible for all outcomes of the agreements not just the one the line your companys pockets! This company is reckless the customer service is nonexistent they are unchecked by the government and their Greed for the all mighty dollar is the only thing that matters to Turo even if its at the expense of pandemic safety and price gauging hard working honest people out of what little money they have during there horrible times. Turo is without question part of the problem and is another reason people keep coming back to the same conclusion big business like Turo when left unchecked and unregulated become the very thing that rips away trust and destroys the moral compass that we as consumers so desperately miss in companys today! Be a better example be a part of the solution not the problem! Do better Turo because if you dont youll disappear no one including the *** of Turo is above being another victim of cancel culture! I will continue to post my story on all social platforms until personal responsibility is taken by Turo it just takes one upload to have a story go viral and I think everyone can agree what a change that can bring to a company that operates in that shady gray area the punishment from the consumer the public can be quite swift and harsh. Lets not forget the story of *** and giant!

I used the Turo platform to rent out my car (2013 Mercedez Benz C300). Their website says: "Safe and *** Turo screens all guests before allowing them to book, so you can rest easy knowing your car is in good hands." Well, it was not the case for me. My car was rented out to fraudulent users with fake *** and *** failed to do any background checks on the renters. The car was rented on 23rd June for a 4 day trip and ended up in Saugus river. Turo has denied my insurance claim stating that I did not verify the *** of the primary driver. However, there are multiple red flags that they missed before allowing this person '*** to create an account, and make a reservation without providing their drivers license to ***. *** gave me a green light when I shared a DL with them which later on they found to be a fake . *** now says in their fine print that they have the "right, but not the obligation to do background checks". This is a clear case of misinforming, misguiding and misleading the consumer. Above all, this is a public safety concern. I request Complaintsboard.com to look into this matter and help me resolve my case. Here is more information about the case that a local news channel investigative reporter *** and *** have prepared based on the information that I shared with them. First, when you go to the Turo website it says: Safe & trusted community Turo screens all guests before allowing them to book, so you can rest easy knowing your car is in good hands.Then in their terms and conditions, it says: "Turo has the right but not the obligation to undertake screenings, checks and processes design to help verify or check the identities and or backgrounds of users and vehicles, including driving history and drivers license validity."So what kind of screening do they do? We don't know. Clearly it doesn't work well. *** know from their internal post theft report that the name of the primary account user, *** did not even match the name on the driver's license he gave ***. The driver's license number comes back to a ***. So Turo allowed someone to create a fake account and did not catch the name of the account holder did not match the name on the DL. But according to their terms and conditions, they may or may not check people out. And as you stated, you don't have access to any state databases of DL info. Their report says:Based upon the facts stated herein, I believe there exists probable cause to believe that unknown individual(s) created a Turo account in a fictitious name of *** by use of someone elses ME DL, created reservation #***. The specific method utilized in this case was what is known as *** Theft.When *** told you he didn't have his license on him, a second person, *** presented a DL to you. SOPHIA *** When you showed the company her license via electronic chat with their representative while standing there with the two of them--- they sent you something saying (below) *** had, "been verified and approved to drive by the Turo *** team." (We don't know what that means... but sounds assuring.)But it turned out, only after the company investigated the theft, they found ***'s license was also fake. So much for her being verified and approved to drive. But they led you to believe she was OK. SUSPICIOUS CREDIT CARD Then, suspicious credit card activity was used to pay for the rental that was not red-flagged. Under their transactions, it shows *** attempted to pay many times but his payment methods were declined or invalid. Then the card that was finally accepted did not belong to *** nor did it belong to anyone who had a Truo account. It belonged to someone who had a totally different name. Their system allowed someone to create a fake account using a stolen identity and a suspicious payment method. On their internal report, it lists five other "additional drivers" under ***'s reservation number, and it says "rejected" do you have any idea what that is? Or who those people are? Were those people trying to be added to the reservation? There is some sort of "risk evaluation" on the report for *** that says "60 Normal" so that shows they checked something--- what that is I don't know, but their system appears to have missed red flags.And OK, *** did not show you a driver's license. He was the primary driver. But had he shown you a license, like *** did, who knows if that would have been fake? Then on the top of their report they say, in what appears to be a way to reduce their involvement:Turo is an online car rental marketplace that connects renters with personal and commercial vehicle owners. Each renter and owner enters into the contract online, which is documented in this case file.Truo reserves right to check drivers more. DRIVER SIGN UP REQUIREMENTS When I went to their system to create a profile it asks you to upload a profile picture, but not a picture of your DL, just the number. I uploaded a picture of a dog, but have not given them my DL number yet. Their terms and conditions say https://turo.com/us/en/policies/terms Verification. When you list or book a vehicle, you provide us with certain information about yourself to enable us to verify your identity in order to become an Approved Driver.You promise to provide complete and accurate information to Turo about yourself and your vehicle(s), if applicable. Where permitted, Turo has the right, but not the obligation, to undertake screenings, checks, and processes designed to help verify or check the identities and/or backgrounds of users and vehicles, including driving history and drivers license validity. *** does not endorse any vehicle, user, or a users background, or commit to undertake any specific screening process. Turo may in its sole discretion use third party services to verify the information you provide to us and to obtain additional related information and corrections where applicable, and you hereby authorize Turo to request, receive, use, and store such information. Turo may accept or reject your application to become an Approved Driver in its sole and absolute discretion. Turo may, but does not commit to, undertake efforts to ensure the safety of vehicles shared through the Services. We do not make any representations about, confirm, or endorse the safety or roadworthiness of any vehicles beyond our policies that require vehicle owners to ensure their vehicles are in safe and operable condition, legally registered to be driven on public roads, have a clean (non-salvaged/non-branded/non-washed/non-written off) title, not subject to any applicable safety recalls, and otherwise satisfy our eligibility requirements.And then by signing up you agree to arbitration and I believe you can't *** the renter of your car either.

I wrote more about it on medium under my profile.My friend and I needed a vehicle for a road trip on Thursday. He was considering choosing one of the traditional car rental agencies. I told him about Turo and that the prices might be more competitive there.I came across a *** Civic that could do the trick. The owner had added unlimited mileage as an option making the offer that much more attractive for us. It was about $50 cheaper than the alternative option at a rental agency.Turo has yet to respond to whatever happened with this host. I think that theyre as bewildered as I am.Every nightmare begins like any other day.Arriving at location and first looks When I got to the location, nobody was around. I hadnt made contact with the host yet so I sent him a text to say that I arrived. Approximately 30 minutes go by, and then I get a message stating that the key is on the tire and that I need to post photos before I drive away. This would be fine, except there is no car anywhere near me. I tell him this, and he tells me that its actually parked on a side street. I find it and immediately notice that the rear bumper is contorted pretty badly.Image for post Image for post Its still forced to fit, so it doesnt cross my mind that much. The side-view mirror had spiderwebs on it, and I ignored that as well.I start the car, and, on the dash, it displays Check Charge System. I took a picture of that to give to Turo with everything else in the pre-inspection.Image for post Image for post I drove off back to my house where I left it until the next morning ready for the road trip ahead of us. When I loaded up the car with my things that evening, I noticed that the cars rear seats were not sitting correctly against the mounts underneath.Image for post Image for post Discovery of the major inconveniences The car had no air conditioning. I found out about an hour into our trip, while we were on the freeway. I wasnt thinking about the *** heat yet, but that actualization sunk in as soon as the temperature crept toward triple digits. The air conditioning had me thinking about other things that might not work, and I soon realized the horn wasnt functioning, either. It made me suspicious as to whether the airbags were deployed during an accident and it was removed while removing the airbag.It also explained why the rear seats werent mounted correctly and the rear trunk lip wasnt sealed well. It was a story that quickly added up the closer we got to our destination.Returning home at the middle of the night We had the car and it functioned. By function, I mean that it could drive us places. My friend and I were already on the freeway and continued onto our destination on Thursday. There was no plan on coming back yet. We thought about Sunday, but the idea of driving in the heat was simply insane and an impossibility.I also needed to e-mail Turo and let them know what was going on so far. As always, they took their time in getting back to me. Until they stopped altogether.The only way to come back home with at least some comfort was to drive back on Saturday night. I drove the entire night, through the morning, to get back home at 5 a.m.The car was due on Monday morning, but I decided that I wanted to clean it and take it back on Sunday instead. It didnt change the amount I was getting charged and I didnt care. I didnt want to save any money. I wanted the car out of my hands and away. I was exhausted and disappointed and irritated.When I finished cleaning the car on Sunday morning, I messaged the host asking him if I could return it and whether he was available.No answer.I drove over to the location, and messaged again, an hour later.No answer.Two hours passed as I waited in front of the location.Still no answer.Then, I decided to look up a phone number for Turo support.Turo has yet to respond I have yet to hear back from them, even after I went through their customer support on the application, then a phone call, then redirected to a chat on the application again, then a separate e-mail to document my issues.I did all this while waiting in the heat in front of the hosts house.Even after I sent seven e-mails to that customer support address, I never heard back. It has been days now. My e-mails grew more frustrated in tone over time.Image for post Better yet, while I was cleaning the car, a friend of mine that I was speaking to realized a few things:The car may have been lemoned/totaled/rebuilt in *** and then imported to ***. (This model was made in ***)The cars tags were expired by 5 months.Severe management issues Among the things I didnt catch until the end was the fact that the vehicles registration was late approximately 5 months. I was driving a car that had expired tags, as youll see in the first picture. Turo didnt catch it. In fact, Turo hasnt caught much of anything.It made me realize that Turos customer support is a euphemism for true management. A traditional car rental agency wouldnt have had any of these issues happen, given that they perform an initial inspection before handing the keys. My host had his keys on the tire where anybody could have taken them.I never heard back from the host, and I dont think I ever will.It was an eye-opening experience on the inner workings at Turo and that the application is not designed to help you at all. In events such as this, where the host refuses to respond to anyone, youll find yourself as good as stranded. In the reviews, I discovered that the phone number the host provides is a phone number generated by another application, where it only receives texts and cannot be called or reached otherwise.I had approximately two days of my life completely wasted trying to figure out what I was going to do because nobody would help me.Image for post My only correspondence with the host.Final thoughts Im not sure how many different people I have spoken to at Turo at this point. They stopped responding the day before I needed to officially return the car. Im fairly certain whatever this host was doing was illegal, and I hadnt had the slightest suspicion because he had over *** ratings on the app. I figured I was purchasing from a legitimate person.When I inspected the reviews a little closer, I found a few interesting experiences. The majority of his reviews were actually positive. Then, every now and again, youd get a whole line of cancellations for no reason:Image for post Cancellations that show within the hosts reviews.It made me wonder if the host simply cancels rentals when cars are returned so the feedback for those rides never shows up. A few of the reviews documented how messy the interior of the car was or the fact that certain things didnt work or were missing.In this Civic, there was an OBD II monitor in the center console. The only reason you would need this device is if your car had a check engine light running. However, given the car is highly reliable and had *** miles showing on the odometer, I cant help but imagine it was badly damaged in an accident and possibly never reported.In the end, I went to the original location that was put on Turo. I got out of the car and went up to the front door and knocked. After waiting about 5 minutes, a woman answered. I let her know the host hadnt responded in 30 hours. She said, okay to everything I said. I assume this was the hosts wife, but Im not entirely sure. One of her arms seemed to have been burned pretty badly.She took the key, and that was the end of it. The car was parked outside their home, and I left.Most of my other experiences on Turo have been decent. The rental before this, the car had barely any coolant. I thought it was just an electrical gremlin popping up on the dash, but I was wrong. When I told Turo about this issue and that I had to have nails removed from the tires and patched and purchased coolant from a nearby shop, they handed me a twenty-five dollar credit and an apology. I think I paid around one hundred dollars on that trip to get stuff repaired.Needless to say, if I ever rent from anyone again, I will be checking every little thing before I take off. Im glad I took many pictures on this inspection.My nightmares are now justified. Always check to see you have the things you assume you should. Otherwise, you might put yourself at an inconvenience, or, at worst, in grave danger.At the end of the day, companies like Turo are nothing more than an application.Been almost a week now, no response from the seven emails to customer support. No response from the host. Left the car in front of house and nobody has gotten back to me.

The individual who rented my car purchased a basic insurance program, which I have proof of and is documented in my car sharing agreement agreement, crashed my car. She made numerous false claims during the process and abandoned my vehicle. Turo failed to pick up my car and it too them over 2 weeks to get it to a body shop. At that time to they told me that they believe I was the one who was at fault because it had mechanical damage, which is not true and to my knowledge since they now refuse to state other wise, it not the case. The also say that I have to pay the $3,000 deductible which is not true per their own agreements. That would only come into play if she was uninsured or for claims of scratches or minor repairs, but she purchased the basic insurance, which in the contract states she has to pay $3,000 if her own personal insurance does not cover.Per all of the agreements:Turo Terms of Service Pages 19 20 Specific Terms For Guest Your Financial Responsibility Is Primary. With regard to damage, losses, or other liabilities, you acknowledge that, where permissible under applicable law, you are primarily liable for your liabilities under the Agreement, though you may fund that primary liability via any personal insurance you have available to you (e.g., applicable personal auto insurance or insurance from credit cards, etc.) as the primary source of funds. Any protection plan you select when booking a vehicle, to the extent offered, will not be available to you until your personal insurance has been exhausted. In addition, the protection plan you select when booking a vehicle, if any, may not be available to you in the event you breach your obligations under these Terms or our Policies .Subject to the coverage and protection available to you, you acknowledge that you are fully responsible for any damage, losses, or other liabilities relating to your activities through the Services. You agree that in the event damage is reported, Turo may immediately charge you up to the amount stipulated in the protection plan you selected when you booked the vehicle. Nothing in these Terms is intended to limit your responsibilities or Turos legal rights in connection with your use of the Services. You acknowledge that Turo may require and hold a deposit as part of the reservation of a vehicle.. . . Where the host has not opted to provide its own insurance and protection to you, you understand and agree that Turo *** (in ***), Turo, or third party insurance companies or producers, acting for the benefit of Turo and/or the owner will arrange for or provide primary liability insurance for the host and that you, as the guest, will not look to the host or the hosts insurance policy for coverage, in accordance with our Policies and all applicable vehicle sharing statutes. You are fully responsible for paying any damage to the vehicle, subject to the protection plan you selected, as well as deductibles, contribution, fees, expenses, liens, or fines arising out of your use of a vehicle booked through Turo. If Turo advances any payment on your behalf, you will continue to be responsible for such amounts and will adhere to Turos schedule for repayment of those amounts to Turo.Yes, I understand that I do not have the current plan where I would be reimbursed for income lost or for a rental. I am not asking for a rental. I am asking for income. As Turo is violating their own terms and avoiding to pay to get my car repaired. It is not my concern if they do or do not believe there is going to be difficulty in getting the money from the guest. They state in their Terms, regarding the guest that they will advance payment on the guests behalf. I do not understand why they are violating their own terms.I am aware, again, of what Turo is showing as the Hosts plan for basic insurance, however this is for incidents that are less than and are for more minor of damage, which I am aware of as I have had scratches and so forth before were I was able to recoup the money, but I knew now I would not be able to.Please see Insurance and Protection Plan Summary .Here is the summary of the minimum plan:Minimum Plan Liability coverage up to the minimum required by the state where the car is registered Physical damage deductible is $3000.o Coverage is secondary to any other insurance you may already have. Exceptions apply.This plan is available to drivers ages ***.Please note I have highlighted exceptions apply as at the bottom, this is the asterisks *Please refer to guest protection plans in *** for details about applicable exceptions.As I proceed to click through, we end right back at the beginning where is states Guests responsibility for damage to the vehicle Primary Guests can contractually limit the amount that theyre legally obligated to pay out of their own pocket in the event theres Physical Damage to the booked car thats not covered, or fully covered, by the primary Guests own insurance. Primary Guests may choose from four (4) options. . . ."Minimum" plan: Under the Minimum plan, the amount that the primary Guest is liable to pay out of their own pocket for Physical Damage (other than Mechanical or Interior Damage) to the Vehicle during the booked trip, plus Related Costs such as claims administrative fees and appraisal costs (and after exhaustion of any other applicable insurance), is contractually limited to $3,000. When damage is reported, the primary Guest will be charged a $500 damage deposit unless there was major damage (non drivable) to the Vehicle, in which case a $3,000 damage deposit will be charged. If the final damages plus all Related Costs, minus insurance collected, are below the deposit amount, or the claim is not covered, the difference will be refunded. Primary Guests between the ages of *** may select this plan. . . .The primary Guest is legally liable for the cost of repairs or, in the event of a total loss, the actual cash value of the car, plus all Related Costs such as claims administrative fees and appraisal costs, whether the primary Guest has their own insurance or not. For example, if the Vehicle is lost, stolen, or damaged during the booked trip so extensively that the expected cost of repairs exceeds 75% of the actual cash value, the primary Guest is legally liable to pay the entire actual cash value of the car, plus all Related Costs, minus any residual salvage value.If the primary Guests liability is not insured, the primary Guest is obligated to pay that money from his or her own pocket. If the primary Guest has applicable insurance, the primary Guest is obligated to pay the difference between the loss and the amount paid by the primary Guests insurer.As well as:Per the Car Sharing Agreement, Found in section 2.5 "Financial Responsibility is Primary. As outlined in Turos Terms of Service, with regard to damage, losses, or other liabilities,Guest acknowledges and agrees that, where permissible under applicable law, Guest is primarily liable for Guests liabilities, except if the Guest purchased a plan that provides otherwise. Guest may fund that primary liability via any personal insurance available to Guest (e.g., applicable personal auto insurance or insurance from credit cards, etc.) as the primary source of funds. Any protection plan selected by Guest when booking a vehicle, to the extent offered, will not be available until all personal insurance options,protection and/or coverage have been exhausted."The guest purchased the basic insurance plan where it is stated that they are liable for "Liability coverage up to the minimum required by the state where the car is registered Physical damage deductible is $3000.Coverage is secondary to any other insurance you may already have. Exceptions apply.*This plan is available to drivers ages ***."Additional per their own site page title" Guest Accident Claims and Responsibilities", https://support.turo.com/hc/en-us/articles/203990800-Guest-accidents-claims-and-responsibilities--, it clearly states that "Your financial obligations depend on your claims resolution and your protection plan. Youre ultimately responsible for eligible damage to the Turo car, up to the limitation on out-of-pocket costs from your protection plan and regardless of fault. There are two exceptions:The damage is non-covered wear and tear, and The damage is pre-existing damage that you reported and documented before the start of your trip.Ultimate assessed costs can be up to the full value of the car plus related claims administrative fees of $150 or $575, depending on severity. See the details of guest claims-related fees.At the start of the claims process. *** guests pay the following initial assessments:Premier plan: $0 Standard plan: $500 Minimum plan: up to $3,000 Decline: up to $3,000 If you paid a security deposit for your trip, well subtract the initial damage coverage cost from that deposit. If the deposit doesnt fully cover the cost, well charge your trip payment card for the balance, or we may choose to send you an invoice. No matter what plan youve chosen, youre ultimately responsible for eligible damage to the Turo car during your trip. However, the amount you pay is limited by the out-of-pocket costs limitation in your protection plan. "Upon review of the ComplaintsBoard.com site, there are many mentions of where the guest has been told by Turo representative that they are in fact "The guest protection plan can be found here: ***To confirm, you chose the basic protection plan for your reservation which limits your out of pocket cost to $3000 for a damage claim." and "Upon re-review of the coverage decision again, we stand by the decision to cover the claim. Since you have selected the Minimum protection package for this Reservation, there is a $3,000 deductible that applies."I am asking for the lost income due to Turo not acknowledging their liability for me, but doing it for some as they believe, and admitted to me, they would be unable to recoup the money from the guest.

I recently had two separate nightmare experience/s with Turo on the same vehicle rental. The Turo claim is on the Alternator, Alternator Pulley and tire.--------------------------------------------------------------------------------Problem # 1 (where Turo declined my approximate 1.400.00 reimbursement of Alternator and Alternator Pulley repair).I rented a vehicle that had NO restrictions on mileage.I traveled initially from *** to ***. Then from *** to ***.Despite timely submitting all *** receipts to Turo, in reference to an Alternator and Alternator pulley repair from *** in Kentucky where we had he Alternator and alternator Pulley repaired for *** dollar and change. We had the repair done after speaking via text with the Host (on personal cell phone text) at which time the Host authorized the necessary repairs and texted me "that either the Host or Turo will reimburse me for the repairs". After the repairs were completed we submitted the receipt to Turo and to the Host. The Turo Host also telephonically called *** in Kentucky before the repairs were done and *** explained the situation. On the *** receipt you will clearly see that *** wrote into the receipt "All engine problems were caused by normal wear and tear". Make note that I received the vehicle with over *** miles. *** those *** miles on a *** less than 3 years and much wear and tear before I ever sat in the vehicle.Despite the Turo law on Turo Mechanical Problem, Turo declined my reimbursement without explanation - The written Turo law advises that Guest are not responsible for wear and tear or mechanical failure from normal use. Guest are responsible for, and Turo does not offer reimbursement for damage related to "Misuse" or prohibited uses of the vehicle, serious damage to the inside of the car, including gauges, tears and punctures. I did not misuse the vehicle in any way, shape or form, all I did was normally drive the vehicle that I rented.There should be no question that I get reimbursed for the engine (alternator and Alternator Pulley) repair as there was no misuse or abuse of the vehicle. I simply drove the vehicle in good faith that the vehicle engine would not fall apart.All of the above mentioned information can be 100 % proven in the receipts that we have sent to Turo. Also, I have all of the personal texts between Host and I where the Turo Host tells me to get the vehicle engine (alternator and alternator pulley) repaired (AFTER he spoke with *** in Kentucky) and where the HOST advised me that Turo or (he) Host would reimburse me for the costs of the repair.--------------------------------------------------------------------Problem # 2 (Tire blow out)Turo has also declined reimbursement for the replacement of the tire.Early on in the trip, I have texts between Host and I where I advise the Host that there is a consistent air leak in the rear driver's side tire, the Turo HOST texted me and said that specific tire that I complained of was NEW and to just put the spare on and/or have the tire "plugged". The Host also repeatedly advised that the spare was the same size as a regular tire. Well. we checked and found that the spare was a "donut" tire. Donut tires can only be driven a ***imum distance of 70 miles. *** per TEXT request from Turo Host I went ahead and had the tire plugged before I left ***. *** addition, the TURO Host indicated that the drivers side rear tire was new. Later, after the blowout in *** area, the *** tire shop indicates on the receipt that tire is from 2014 and is bald. - Hardly new. While at *** in Kentucky as the Alternator and Alternator Pulley was being repaired, *** automatically examined all of the tires, the tires were evaluated and three of the tires were graded "bald", the worst was the previously mentioned rear drivers side tire which was graded less than 1, which is completely bald. The host was texted and advised this and was given the option to replace the tire/s and he refused to replace the tire - even knowing I still had to drive from Kentucky to *** yet. I also texted the Turo Host the Tire evaluation form that proves all of the tire examination I discussed above. Turo was also sent the tire evaluation, all the text between Turo Host and I as well.The bald tire on the driver's side rear side that I was forced to drive with from Kentucky naturally exploded in the *** area (still 4.5 hours away from ***) at around 6 pm on the day before the vehicle was due at 1 p.m - The Turo tow truck took 2 hours to arrive and render help and replaced the spare (Donut tire).The Turo tow truck finished after 6:45 p.m., and by that time all tire stores in the *** area were closed in the area. I had to unexpectedly stay the night at a hotel in the area so that I could get tire fixed. While on the roadside I notified (texted) the Turo Host and notified the Turo Host of the tire explosion and a photo was texted to him and the TURO Host immediately responded in a ballistic and disrespectful text to me in a ballistic and accused me of sabotaging his vehicle. The Host continued to say said that I was abusing his car and that the abuse was the reason for the engine and tire problems and that I purposefully caused harm to his engine (alternator and Alternator pulley) and tire - despite all of the well documented independent documentation that clearly states from an independent party (***) that the Alternator, Alternator Pulley were caused by normal wear and tear and the tire explosion should have never happened had the Host paid for the new tire in Kentucky after he was advised by *** that the drivers side rear rear tire was at between zero and one and BALD. The Host continued to blame for all his *** problems and threatened repeatedly to call the police and say that I stole his vehicle if it was not turned in on time...despite all of this being out of my control. We called Turo customer care several times and continued to try and explain that the car would be turned in as soon as we can have the new tire placed on the car - that we purchased. The Turo Host tried to force us to drive the car from the *** area to *** on the small donut replacement tire and we told him no...because that was dangerous and you can only drive a *** of 70 miles distance on the donut tire. The Turo Host said in a telephone texts that he would create problems in the car so that he would get extra money after I turned the car in. The Turo Host also tried to say that I drove on the tire for a long period of time when it was flat, but that is proven to be not true because there is absolutely no damage to the rim (no damage on the rim is also well documented by *** in the tire receipt after they repaired the tire and evaluated the old tire and rim). The Turo Host continued to say that he was going to have me arrested for stealing his vehicle if it was not turned in on time. Then the Turo Host threatened me with physical harm when he sees me whenever I turned the vehicle in. I contacted Turo customer car for the 10th time on this date of the tire blow out to advised them that the Host was threatening to have me arrested and threatening to cause physical harm. Turo advised me that the only thing they could do was to have me drop off the vehicle without the Host knowing where I was dropping the vehicle off and leave the key in the car. I asked Turo to send me an email that indicated that Turo advised me of this and Turo said they could not do that. So, Turo expected me to drop off the vehicle unassisted knowing that the Turo Host was looking for trouble and Turo would not send me any proof that they advised me to do this. Very, very sketchy. I decided against this since Turo would not show proof of this request and left the vehicle at the Host apartment, along the street. I had two individuals follow me for protection. The vehicle had no operational problems when I dropped the vehicle off and started and shut off perfectly. Two minutes after the Host entered the vehicle he again accused me of sabotaging his vehicle and that he could not even start the car and that he will have to have the car towed to his repair shop...what he did not know was that I had to different folks in two different vehicles that witnessed the Host exit the apartment building while walking his dog on a leash and the vehicle started right up as he drove the car around.I have submitted sufficient third party receipts that show I did nothing wrong to cause the problems with his engine, Alternator and Alternator pulley and/or tire - that I paid for in good faith that all charges for engine and tire would be reimbursed. Plus the 3 days the car was out of service while getting repaired, plus the hotel I was forced to stay at when the tire exploded. Despite several conversations with Turo and Turo elevating the situation, I have received TWO emails from TURO that indicate that all reimbursement/s were declined/ despite submitting all of the receipts that prove the engine problem and tire problem were not my fault and all reimbursement requests are connected to the "Normal wear and tear" doctrine.All of the evidence/ Receipts documentation proves the Alternator and Alternator Pulley and Tire blowout is the financial responsibility of the Host. Had he kept up with his engine and tire in proper condition - - I would not have had all these problems with his car.The Host behavior and attitude is another matter that would be worthy of another complaint. I will admit that I became quite contentious after the Host started to blame me and accuse me of abusing and sabotaging his vehicle/engine - I do expect a quick reimbursement from Turo or the HOST. Blaming the customer for problems that the customer had nothing to do with and simply drove the car, is not acceptable. *** addition, threatening to call the police and report a stolen vehicle and harassment on me - when I am the VICTIM - is unacceptable. TURO not being able to properly communicate with the HOST - (even after TURO has all of the evidence that supports everything I have said in this email) so that at some point, the HOST stops communicating with the customer, stops threats - is unacceptable. I do expect a quick resolution/reimbursement for the engine, tire, 3 days of credit for non use caused by engine and tire problems and unexpected 2 hotel night/s (while waiting to have the engine tire fixed). Again, we have submitted ALL hard evidence in the form of original receipts that support all of my claims. Any receipt that Host submits AFTER I turned in that car are from his mechanic "friends" and would not be considered third party nor independent. On the other side, my receipts that I submitted are 100 % benign, 100 % independent and 100% from a third party.Again, it has already been over a month since I paid out of pocket *** and also paid another over *** for the tire replacement which both were necessary for me to travel back home to ***. I paid for the engine repair in good faith and AFTER the Host assured me (in text) that either he or TURO would be reimbursing me) and AFTER the Turo Host spoke with *** in Kentucky.Lastly, We have fully cooperated with Turo and yet they declined all reimbursements despite the overwhelming evidence that should have resulted in me getting reimbursed long ago, instead of me having to beg for reimbursement.Complaintsboard.com please help this wrong be corrected. Every *** counts right now. Times are tough and Turo should not be allowed to make up rules as we go along when the Turo written rules fully supports that I be reimbursed for everything that I paid for to be repaired and/or replaced. All that I did was drive the car, normally.