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CB Vehicle Rental and Leasing Turo No services provided from Turo. Rented a van for next month.
Turo

Turo No services provided from Turo. Rented a van for next month.

L
Author of the review
3:57 pm EDT
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Your trip Thu, Sep 4, 2025 7:00 PM - Sat, Sep 13 7:00 PM
Location Tucson, AZ 85715
Total Cost
$745.31

Paid in full for a van that would allow all six of us to drive. We called three times and spent hours on the phone with Turo trying to add other drivers. I even contacted the host (owner of the car) and explained the problem. After spending at least 4 hours on the phone I told the host and Turo employee that I might have to cancel if this isn't resolved. I didn't want to do all the driving on our weeklong trip. Nobody mentioned that this reservation was noncancellable. I again contacted the host and he was more interested in telling me about the trip that he was on than helping me. He said nothing about the trip being noncancellable. When I pressed the cancel option on my reservation on the Turo AP, it flashed a message that the reservation could be cancelled but the next day was the deadline. I completed the cancellation and then immediately received notification from Turo that the reservation was noncancellable. I called Turo within 2 minutes to find out why different messages were coming at me. They said it was noncancellable. I politely asked for them to reverse the cancellation then because I was unaware. They started rebooking the trip and told me they would refund but I needed to pay again. When I asked them to just apply the funds they put me on hold and then said they would not refund the money and I needed to pay the full amount again. I simply asked them to put our reservation back on the books within minutes of this horrible experience and they were determined to get another $745 out of me. I was and am so upset.

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Emails with host (car owner)

Tue, Jul 29, 2025
We are having trouble getting the other drivers signed up. Is there a trick?

7:41 PM

Alan R.
Not that I’m aware of. Try calling support and see if they can help. Unfortunately I’m not allowed to do anything!

7:49 PM

Alan R.
Let me know how you make out. If there’s a problem with the app I haven’t heard anything.

7:51 PM

Sun, Aug 3, 2025
Still no luck. This is really frustrating.

About to give up on TURO.

3:50 PM

Alan R.
What are you trying to do at the moment?

4:12 PM

Get other people verified

4:13 PM

Alan R.
Sign up other drivers?

4:13 PM

Really cumbersome

4:13 PM

Alan R.
What is? The app?

4:14 PM

Getting each person verified

4:14 PM

Alan R.
Don’t get too aggravated.

4:14 PM

Alan R.
I’m on the beach in Oceanside. 72° :-)

4:15 PM

I’ll let you know if we need to cancel

4:15 PM

Alan R.
Don’t worry. It’ll be ok. I know it’ can be a bit frustrating.

4:15 PM

There’s plenty of time

Alan R.
You sound like me! :-)

4:16 PM

We need to cancel. I’ve spent 2 hours on this.

4:29 PM

We are not able to get other drivers verified. The process is too cumbersome.

4:33 PM

Please refund.
Sorry, this was crazy.

4:35 PM

Is this trip non-cancellable? If we can’t get my husband verified to drive there’s no way these other folks will figure this out.

4:38 PM

We can just take our own cars and take 2 on our trip. I’m sorry. I’ve enjoyed talking to you but this hasn’t been a good experience.

4:40 PM

Please confirm that we will get our money back. I have to reimburse other people.

4:41 PM

Alan R.
I don’t have any ability to do anything with money. You have to call Turo for the refund.

5:06 PM

This is crazy. I’m so mad at myself.

5:06 PM

Alan R.
Don’t be.

5:10 PM

You have my money. I have no car.

5:11 PM

What a fiasco. I am out $745

I feel sick!

5:13 PM

Alan R.
I don’t have anything, and honestly, I don’t know what you’re talking about!

5:15 PM

I didn’t know I couldn’t cancel. Now they are telling me there is no refund and you get paid in full and we have no car.

5:20 PM

I would appreciate it if you would tell them to refund my money or reverse the cancellation. I don’t want to be out $745.

I did not know that I couldn’t cancel. Please help us make this right.

5:47 PM

Alan R.
As I said I do not and cannot ask them to do anything. You booked a non refundable trip to save some money and then you cancelled it. As I said, I have not received anything. It’s perfectly ok with me that you cancelled, but it’s not up to me to get your money back. I’m sorry this process has been so difficult for you.

5:53 PM

You can’t contact them?

5:53 PM

If I had known I couldn’t cancel I wouldn’t have. I called them immediately when I got an email saying it was noncancellable.

5:55 PM

Alan R.
I cannot tell them to do anything. I just supply my car. Believe me they listen to you (the customer) before they listen to me.!

5:58 PM

How about refunding what you receive? I have to pay two other couples back.

6:03 PM

I told you earlier that we might cancel . Why didn’t you say this was noncancellable?

6:04 PM

Sat, Aug 23, 2025
Alan, will you please refund our money? I know it won't be the full amount but I would appreciate it if you would give us the money that you were paid by Turo since services were not rendered.

Claimed loss: $745.31

Desired outcome: $745.31 or the van rental reinstated by August 29th for the same time period.

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