Turo

I have been emailing Turo for over a month trying to understand why they are charging me for a small dink in the windshield that was the result of simply driving on the highway (i.e. not a result of an accident or third party damage). I have had rental cars with this problem and they have never tried to charge me for a replacement windshield. I purchased their standard insurance policy with a $500 deductible. The basics are: 1) We were driving on the highway when a rock hit the windshield (a small rock, the crack is about as long as a fingernail as evidenced in photos). 2) The owner of the vehicle messaged me after the car was returned and said that I could pay the $340 to get it fixed or try to go through Turo's claims process, although he cautioned against this as he knew of people being held liable for the $500 deductible from previous incidents and said they charge for administration fees without detailing those. 3) I contacted their customer service line before submitting a claim and spoke to someone who assured me it would be covered so I should go ahead with their claims process (I have the call reference # if they wanted to check). 4) The claims process comes back with a these following "details" and a bill for $500 per the insurance policy: "Breakdown of claim costs: The total cost of this claim is: $723.61 Damage amount: $623.61 Processing fees: $100.00" 5) I have asked repeatedly for an explanation of their wear and tear policy seeing as my understanding before purchasing the insurance was that something like this would be under their wear and tear as stated on their website. All inquiries regarding more specific language have resulted in me being repeatedly sent back to their website that states "Exterior Wear and Tear is any dings, dents, cracks, or scratches to the exterior body of the vehicle that are 3 inches in diameter or less. It includes, but isn’t limited to rims, wheels, hubcaps, any painted or textured area for the body of the vehicle, and moldings." This obviously does not mention windshields but the damage caused by a rock flying up during driving is well below the 3 inch diameter. I have asked numerous times to see the language as to why the windshield is not covered with just the most recent email saying that it is not covered under the definition of the body of the car. No official language from the company, just representatives saying this is what it is. Obviously, with first being told it was covered and now this flip flop saying it isn't, I am not trusting a representative's word without seeing how they are characterizing the damage. However, they refuse to be more specific. 6) The owner of the car purchased premium insurance and I purchased their standard insurance. It has not been explained to me why both policies do not cover a complete coincidence (a rock hitting a windshield, vs. something like and accident) and why I am paying out of pocket if the repair is already covered by his insurance. 7) I have read online about Turo's previous behavior concerning claims similar to mine and they seem to do this regularly. Apparently the only way to get these charges dropped is to go to small claims court. The following is an excerpt of the latest email (edited for clarity) that I have sent which is a representation of my repeated inquiries and frustrations with the company. "Again, to reiterate this to the point of exhaustion, I am asking for a concrete (PDF), detailed version of your legal language concerning this [wear and tear policy regarding windshields] and a copy of the administrative report from this claim detailing how the admin charges were calculated. I would like to see in this policy where the windshield is positively classified as non-body, or a separate entity from the body on the vehicle, and, additionally, an explanation for why a WINDSHIELD is not mentioned in your EXTERIOR wear and tear policy. If you insist that this charge is valid, and tell me you would like to explain the charges, then please do explain them fully. I am not taking quotes that you have internally generated by whatever policies you have (that I apparently am not allowed to read as evidenced by the incredible amount of pushback I've had with getting this language to read for myself) as an explanation in any way. Moreover, to repeat myself again, an individual told me it would be covered over the phone. I believed her without asking for the language of the policy (my mistake, clearly. The call reference number is XXXXXXX). I cannot take your word in good faith seeing as a representative apparently checked your policy for me and, seeing as she told me over the phone explicitly that I would be covered, did not relay the correct information about what I would actually be on the hook for. Therefore, I refuse to take anyone's word on this seeing as it is not clear to me that any specific representative I am talking to knows what the actual policy is apart from some vague language on your website. Furthermore, please explain: 1) Why I am being charged twice the rate the owner gave me for a replacement windshield. If he gets it replaced for $340 (as he quoted me- I have a screenshot), why would I pay twice that for a fix up that didn't actually cost that much? 2) Why I am paying for your standard insurance when the owner also has premium insurance - if his car is covered by your premium insurance what's the point in me purchasing insurance at all?" To conclude, the company seems to be intentionally vague both before purchasing insurance and now when I am asking for the details of why I am being charged. I believe they think I will give up and pay out of frustration, not because they will detail why I am being charged what I am being charged.

This morning I attempted to register for Turo. My drivers license as I was the driver. and my partner was putting her credit card on the file. We provided my license a picture of my face and all my personal sensitive information. We also provided her cc number and personal info. A copy of her drivers license and a photo of her holding the cc and drivers license beside her face. I spoke with 6 people over a 3.5 hour period. I provided to each of them the sensitive information and still was unable to have their registration department register me. I feel violated and scammed. I feel like my privacy has been compromised. I have worked in the auto motive retail world for a decade. Reaching general manager status. I could have withdrawn cash from my account and walked and bought a new car in this period of time. I couldnt get a manager on the phone regardless of asking to escalate to that level multiple times with multiple people. I tried to spend my hard earned money on this supposed highly regarded platform and they made it impossible and intolerable to do so. So after 3 plus hours of hard efforts and losing money from my day job by missing these valuable hours. I cancelled my account with turo and have gone elsewhere and I suggest all who read this do the same. Zero accountability, 100% abuse of sensitive information and in the end I couldn't even use the app, book a car when i needed one, or spend my money with the company. That isnt a company. They dont have a business model. They have zero management structures or strategic methods of operations. BE VERY AWARE AND RUN!

Dishonest and Worst customer service, Trip went perfect and host was great, Issue started when there was a small gas cap damage, these crooks denied the insurance claim of Host,(I have pictures) . Then charged me 324$ for damage with no detailed information. when i called them about on this to get the detailed information on damage cost breakdown and after confronting them about host being denied reimbursement. they said they are going to take the damage cost because they couldn’t find the estimate and send me confirmation email after the call. I waited for hours and didn’t get confirmation email. Then after 2 days later , they generated a fake estimate from non local area with wrong milage and number of the car. (they just created made up cost amount with pictures) then justified the charge with 178$ for repair, 75 for appraisal fee, 75$ processing fee. Turo is Totally fraud and shady app if something goes wrong. i am unable to understand and comprehend how any company can do it in day light. i have successful rents before this happened and loved it before. it totally works if and when there is no company involvement.

Do NOT make an account with Turo. Do not put up any personal information on your account. It is a scam. I had used Turo once, over a year ago, the experience was fine, however a year later, my account got hacked and Turo has done nothing to help me out. The first time my I was charged $800USD, they refunded my the money, minus the exchange rate, therefore still lost out on $100. They told me they would completely deactivate my account, get rid of any of my personal information, including banking information, so the next time I was to use the app, I would be creating a new account all together. Yet, 2 months after that experience, the same account information had been used and charged $150USD to my account. And now, since my account has been compromised, their "team" doesn't know where to start or how to figure out how to actually help me here. Their trust & safety team is absouletly useless, they don't get back to you for over a week at a time and when they do, are of no help. When you call Turo customer service, they had random people speaking to you with no information that will actually help you. They don't have a real customer service team therefore could care less about what you've been experiencing. I am now out about $250, and Turo has done nothing to help me get this sorted. No one to call, and no one to email. Completely disappointed, and now I am left having to change all my banking information since the company itself doesn't seem to care about unauthorized account activity.

I never used Turo in my life, and they decided to block me from the platform. I'm VERY interested to know why as I have been driving for more than 10 years with zero accident. here is the message I just received: Hi Johan, Thank you for your interest in Turo. Unfortunately, after reviewing your information, we have confirmed the decision to restrict your account. Turo considers many factors when determining eligibility and we reserve the right to undertake screenings, checks, and processes designed to help verify the identities and/or backgrounds of our Turo users. Although we do not disclose specific details of our internal review process, our decision to deactivate your account was based off one or more of the following: * Failed background screening * Risk flags triggered by Turo’s internal system * One or more motor vehicle record violations * Violation of Turo’s [Terms of Service] We wish you the best of luck in your endeavors, but this is a final decision on our part. Thank you again for your interest in Turo. Regards, Turo Verification Team

Not Even Sure how Turo verifies licenses, keep getting renters who live in my state with way out of state licenses with just questionable aspects that appear fake. Third customer gets into a accident and I had the top tier 60 plan. Nothing major just a cracked tail light and A small dent in the bumper, mind you my car is a brand new 2019 vehicle. Damage came out to $700 and Turo says that they will only cover $100 of it since there appeared to be a small scratch already on the complete opposite side! Are you kidding me? What kind of crap insurance do we get as host? If someone totals my car does Turo you give me less than the amount owed because my tire had minimal wear or because my hood had a previous ding.

I've been a Turo Host for 18 months, and I keep getting subjected to higher fees and less coverage. "Owner Protection" (basic commission) has increased from 25% (Standard) to 30% and now 35% to keep roughly the same "benefits". NOW, even despite the pandemic, they have added a $250 "deductible" - Hosts have to PAY this out of pocket whenever a Guest damages a car! Beyond absurd!! The only way to escape that charge is to fork over 35% to Turo. They also take a cut of EVERYTHING except tolls - that must be illegal. Guest gets and Extras like unlimited mileage, airport delivery, cleaning, whatever - Turo takes a big chunk. They also reduced other coverages or increased their fees for ALL coverage levels. And they reduced their liability coverage from $1 million to $750K. AND worst of all, they started mandating ridiculous daily mileage allowances AND reduced the per-mile overage charges to mere pennies. A Host could rent out a car at 200 miles/day included - since there's no other limits - and accrue an astonishing 73,000 miles on a car in a single year, without collecting one penny in mileage charges. They are truly pricing many Turo Hosts completely out of the market, and any who survive will suffer worn out cars within just a couple of years, while paying on a loan for 4, 5, or even 6 years. It's like buying $100K in casino chips, then the casino unexpectedly devalues them by 25% or 30%. And you're completely stuck because you have car payments on your whole fleet. Customer service is virtually non-existent, for Guest OR for Host. And heaven help you when you have a claim - after you surrender $250 out-of-pocket toward repair, you'll have to fight and fight if you get a claim approved at all. Then you have to endure an inflexible payment system where you either have to have PayPal or the like, or you'll get your claim payment on a prepaid debit card. Ridiculous.

I was hung up on, transferred and neglected multiple times by multiple people here at Turo. The worst experience I've had in my life at any customer service. I do not recommend this app if anything I recommend a lawsuit. I got a rock chip in a windshield and the $25 a day "insurance" or "protection" plan did not cover it. They were trying to charge me $500 on top of the $700 I paid for the vehicle $150 I paid for the "insurance" and another $120 I paid personally to the host for the unavoidable act if anything I would give it 0 stars. Never going through this company again. Telling everyone not to either.

published review 8/18/20 I started hosting on a Turo less than a month ago. Everything was going well up until the first damage claim on the third rental. The vehicle was returned and pictures were taken accordingly based on what the app requires. Unfortunately it rains a lot and frequently, so I wasn’t able to clean the car immediately. A few days later when it stopped raining, I noticed two things. First the stains on the leather seats were not coming out. Also discovered the rim had been damaged likely from hitting a curb. I contacted Turo in regard to the permanent stains on the seats, to determine how to proceed with a cleaning fee. I was advised that since it was just over 36 hours later, there was nothing I could do. Even though there had been proper pictures of both the seats before and after the trip. It’s unfortunate as instead of trying to get the stains out first by a normal cleaning process, Turo requires that you report and charge them immediately? Clearly being nice to the customer and trying to clean first is not the process they want, poor customer service in my opinion. Next problem was with the rim and after noticing it, I immediately reported it to Turo. This also had clear pictures that were uploaded before after the trip immediately. Unfortunately I didn’t notice the damage immediately since the vehicle was dirty and couldn’t clean it due to the pouring rain. I then receive a call from Turo advising that damage claims need to be reported within 24 hours. I wasn’t aware of this either since they don’t explicitly tell this to you during the setup process. Unfortunately I found this out too late as well. Also their own website says within 24 hours or may not be approved, isn’t that implying they still process over 24 hour claims? Second the lady who spoke with me even confirmed the damage was done by the renter and yet still doesn’t process the claim? Basically the vandalism and destruction of my property is confirmed and they still don’t care. I would not rent my vehicle on Turo or rent a vehicle on Turo.

host made up fraudulent charge for smoking in his car, while I did not. Turo automatically withdrew a wild amount of money (more than a weeks car rental) without even letting me dispute this charge. Turo makes money off these charges and makes it difficult for you do have any recourse also the company does not scrutinize many hosts who are running obvious scams. doing a lot of research this is a common thing at Turo, I will be organizing a social media campaign to raise awareness about Turo's shady business practices and how they encourage fraud that makes them and the hosts millions of dollars in fees.

Eduardo, charge me $ 36.02 for cleaning fee for sanitary service for his vehicle, which was disputed, thur email and texting . Why should I have to be charge a sanitized fee when this should be done especially due to Covid-19 .

This was our first experience with Turo and it went really well. The entire process was “painless” with everything done right in the app. We’ll be back.

I just can’t believe how poor customer service and protection your company is. It is the worst. I listed my Mercedes, kia telluride, Mini Cooper and tesla on your site because you have got a good advertised. And it is worst experience and absolutely disappointing. Last week your customer whom rent my tesla for 2 days abandon my car. I didn’t know where my car was. He didn’t show up as our arrangement and i couldn’t get a hold of him. I called turo as i expected some kind of help or protection but your staff just basically told me to go find my car then email turo back about what time i found our car. It was absolutely no help. Luckily it was a tesla so I able to located my car thru tesla app. It was extremely hassle and frightened but yet turo policy for abandon car is to give a host $50 fee. What would that $50 gonna go? Imagine if anyone whom host at turo know that they can can get abandon at anytime with $50 fee? Will it satisfied to anyone? That doesn’t even cover my time to look for my car. Then 2 days after that I have another rental for my brand new Kia telluride. I honestly plan on cancel and don’t work with turo any longer but this guy booked a few days in advance and I didn’t want to cancel him at the last minute especially the time like this. And just my luck this guy smoked in my car. Eventho my policy stated in my listing that I am not allow to smoke in my car and guest will be charge $250+fee . The whole entire of car smell like cigarettes and marijuana. My husband confront guest like away and the guest agreed to pay thru turo. We reached out to turo and was waiting hours and the customer service name Stephany told us that she will get back to us which she never does. We waited for days. Nothing happened. I can’t just let my car sit in smoke smell. I have kids. It health concern. I took my car to get a deep clean. Days past still not hear anything back so I had to call again today, but no help either. I had to explained customer service name Rodeo everything then he asked if there is still a cigarette butt left. Of course not! You guy expect me to just keep waiting Or bag a cigarettes butt? This is unbelievable. Stephany whom never get back to us us and she has never mentioned about collecting any evident. We have kids we had to bring our car to get washed, can’t just let my family car smell in marijuana and cigarette. We told Rodeo that there is still a strong smell everywhere and we would be glad if he can schedule specialists to come and check that. Rodeo said he will talk to his supervisor and get back to us and he did. He want to offered us a $50. $50 for deep cleaning. Is that possible anywhere in the US because that was unheard of? Not to mentioned I have post my policy on my listing clearly that we are not allow to smoke in the car and any guest who smoke will be charge $250+ cleaning fee. This is clearly many fault on turo part and I will make sure everyone head of this poor policy and customer service of turo.

This was a great car, made the trip easy and super affordable! Will definitely be renting from this owner again, the pickup was stellar and the communication was on point.

I had the best time ever with the best looking car ever. The family had a ball and my host Hugo was awesome. I cant wait to do it again 👏🏾👏🏾♥️♥️🏆

everything was perfect, the car very good, perfect conditions, very economical and its owner Mr. Juan C very correct. in general everything excellent.

The service was excellent and also the vehicle was in great shape . I would recommend turo to any one, cause am looking foward to rent from them again. Thank you Milad .

Nice app. Good idea. But to understand the full costs of your trip you need to read the fine print. I thought it was much less but because I went over the miles I got charged almost twice as much as I thought. Something to be aware of.

I really liked the quick and easy process to rent a vehicle and the various choices. Anand was very timely and professional. His car was clean and nice. Turo is amazing!

The good rating people see is due to the host's service to guest and not the Turo platform. I wish there was a 0 star for the service of TURO platform as its the worst I have ever seen. Specially their claims dept. I am not sure how can a company operate in US like this. I am a all star host from last 3 Years but started renting out my car consistently for last 6 months with 25 trips now. I always have highest protection plan which gives turo 35% of my earnings. I took this plan so that I am fully protected incase of any incident. Few of my guests had some accidents and damaged my car. TURO always wanted me deal with the guests directly instead of going thru them. This always make the host the bad guys and get low rating on the review as guest never want to pay for damages and the confrontation can get bad. When I raised my damage claims with TURO, they always made some or the other reason to deny the claim saying your tire are worn or I do not see a clear photo of the pre-condition, no photo of your brake pads or you have used the same photo for check in or others checkout. Basically their business model runs on denying the claims. They just want to get the host 35% share of earning for providing no support or protection. Host are always on the losing end of this as the money earned thru listing goes in repairs but Turo makes money no matter whatever is the situation. I will be delisting my car and rather give it out on private rental and earn all the earning and assume the full risk (which I am taking here anyways). For new hosts, STAY AWAY FROM THIS COMPANY !!! For all troubled Hosts, lets file a CLASS ACTION LAWSUIT !!!

It was a beautiful car a lot of power people that on the vehicle was very workable very nice it was a good experience for the first time using you guys

By far the WORST customer service and company I have ever dealt with. So I rent a car from them was my 1st time, after driving 30 miles front tire blows out, come to find out the inside wall of the tire had metal coming out. Completely unsafe to drive from the start. Then there is no spare in the car. Then then made me spend an entire day to find a tire shop to fix the tire myself, I had no choice as I was stranded. I had to pay for the tire myself and still after almost 2 months I still don't have a refund for the tire. Ohh yea and they will not refund my trip as well for the car! I am a business owner and it makes me sick that a company would treat it's customers like this. Complete BS STAY AWAY!!!!!!

Very pleasant experience. App was fast and easy to navigate and pick up and check in only took a minute. Service was excellent. Will definitely use service again.

I would like to expose the fraudulent treatment I received by TURO the car sharing company. They have defrauded me out of nearly $600 after the vehicle I rented became disabled through no fault of my own on the 3rd day of my 9 day rental which is aproximately $400. I incurred an additional $180 in emergency transportation costs. I lost an entire day of my vacation to get replacement vehicle from a different company which cost about $100 more that my original booking with TURO for a much lesser vehicle. I rented a cool convertible to have my Florida vacation in with my children. Instead we spent a day walking and catching ubers to find ANY available vehicle in the small town we were in. I have not been refunded the remainder of my trip or reimbursed for any of my additional costs. There is no price they can pay for the lost day or degraded experience of our trip that I as a single mom saved for an entire year to take. The company claims they are entitled to keep the money as I failed to return the vehicle at my expense to the designated drop off location and that I abandoned the vehicle. The vehicle was disabled in a legal parking spot at my vacation rental and I was physically present when the tow truck that TURO called picked the vehicle up. The vehicle was disabled because the key fob had corroded and burnt out internally and there was no other way to gain entry or start the car. Turo claims that because I turned down the offer of a replacement key I am at fault. They offered me a key the morning this happened but were unable to get it to me in time to attend the VERY expensive, non-refundable, scheduled event that we were on our way to. I told them we were going to Uber to our event and that I expected reimbursement and that I would deal with the car when we returned that evening. That evening I was never offered a replacement key I was just told by the TURO representative that they were sending a tow truck. The next day I was accused of being at fault for the damaged key, I was charged a cleaning fee for a car I couldn't even unlock, I was accused of bending a seat by putting my suitcase in the back seat, AND I was accused of smoking in the car. I don't smoke. TURO voided the insurance I paid extra for because they say I violated the terms by abandoning the vehicle. They seem to have decided in my favor about the key and the seat but they charged my credit card $50 for a cleaning fee that was unfair. We did not even drive the vehicle 150 miles total. They gave me the car with 1/8 of a tank of gas and got it back with 3/4 tank. I have requested copies of all photos and transcripts of calls and have been completely ignored. TURO's final answer is that I have to pay $200 to go to arbitration!!! I have disputed the charges with my credit card company but that will take some time to resolve and does nothing to reimburse my uber costs. TURO and this particular host are very dishonest, disorganized and painful to work with. My vacation was basically ruined and $600 is a BIG DEAL to me. My poor kids got drug all around Brevard County FL with their mom in tears trying to get us a car. I will speak out about TURO at every opportunity. Please help me!! Thanks!! Maria

These guys hired the debt collection agency against me for the damage I didn’t make! SCAMMERS! This is what happened. I rented a Chevrolet Spark from Patrick Shahbandari. Everything was fine until I returned it. Patrick the host checked the car and left a great review. Only after that he contacted me saying that his roof has bumps and accused me of doing that?! He added that he already alerted Turo and then stopped replying to me. When Turo contacted me, I replied immediately, explaining the whole situation and attempting to dispute that claim. Turo Claims Associate under name Evan Kramme didn’t care about anything I wrote. In the next email, I received a $1,466.35 bill. I didn’t get a chance to do anything! TURO DOESN’T LISTEN TO THEIR CUSTOMERS!! Their evidence is based on photos only!After a month they even increased that bill to $2,493.36!! “There has been additional damages found or additional repairs are needed outside of the estimate that was originally written for the vehicle.” SCAMMERS! It went that far that yesterday the debt collectors reached out to me! This is an extremely frustrating and stressful process and I’m worried about my health as this triggers my anxiety! I am filling lawsuit with all the medical proofs and I am about to sue Turo.

I was having an issue with the car and while on the phone trying to get a refund I was forwarded to atleast 8 different people that had no idea what todo. I wasn’t compensated correctly and ended up having to pay more for the new car after dropping the one having issues off.

Horrible!!!!!! My rental had a paper license plate and was stolen. I couldn’t drive it for two days while waiting to hear from host and Turo. I finally received a call back and the host sent me an email of the plate that I had to put in the back window. I was pulled over by police that night for having in the back window. I didn’t want to put another paper copy on the outside again and take the chance it would be stolen again.!! Turo told me I would be reimbursed $50 for two days lost driving time. I was told it would be deposited into my account within 5 to 7 business days. It was never deposited. I called back and they said I instead of a credit to my account they were going to give a credit for my next rental. I will definitely use a different rental company next time.

Do not use Turo! I was skeptical about the company from the start but decided to give it a try as a (sometimes) cost effective alternative to normal rental agencies. When I picked up my car, there was condensation on the vehicle which made it impossible to properly document any deficiencies with the vehicle. The next day I noticed several scratches on the car but because I has already driven the vehicle, I could not document them. Two days after returning the car, I was billed $596 for one of the scratches. After contacting Turo and the host I received no assistance. The host said that he "needed to get the scratch fixed as the car was a leased vehicle". Turo was more than happy to push the bill to the consumer without any investigation as to the conditions of which my pre-trip photos were taken to include 13 undocumented hours between the host taking their photos and when I picked up the car. To make matters worse, my vehicle had mechanical issues during the entire trip which went unresolved by the host. I requested a refund for the cost of the trip but Turo explained that the refund would have to be processed by the host. Of course the host denied the claim, even though it was documented on the Turo messaging app, and did not process my refund. Turo did not step in to mediate stating that because the rental was complete it wasn't their problem any more. Bottom line, do not rent from Turo. You open yourself up to fraud with no protection from the company. I will not be using Turo ever again and will not allow my employees to use the service on business related trips.

Thank you, Namie, for your support. I will return the key FOB by mail to the owners address that you have provide to me. This was my first and last time using TURO. I'm sorry to report that I'm disappointed with my experience for the following reasons: 1. I never meet the owner, and the person that appeared at Pick Up was late by nearly an hour. 2. The car smelled badly of Marijuana smoke. 3. Owner or Representitive did not show up for Drop Off. 4. The cost of $242.90 for an overnight rental is overpriced. In the past I have rented Luxury Cars from Enterprise, Avis, and Budget at a much lower cost. For Example: At Enterprise this weekend Rental Period: 02/29/2020 - 03/01/2020 Pick-Up: 10:00 AM - Drop-Off: 12:00 PM Pick-Up Location: 95742 (Rancho Cordova, CA, US) Drop-Off Location: Same as Pick-Up Location $149 Luxury CarEnterpriseCar has seats for 5 passengers 5 Car can hold 4 large bags 4 The price includes your Costco member discount. TESLA MODEL S or similar AUTOMATIC transmission, Air conditioning 216 miles included per rental period, then $ 1.00 plus tax per mile Geographic and Other Restrictions- Opens a dialog Additional Driver Included- Opens a dialog Enterprise - Luxury Car Car Rental $130.20 Taxes & Fees $19.14 Total Rental Price $149.34

I had an absolutely horrible experience with Turo. Be sure that you read all of the fine print before rolling the dice with this company. You are responsible for detailing the vehicle if you bring it back in a different condition then it was given to you. Not damaged, not taken through a mud pit, simply having floor mats that need to be wiped down or brushed out. I rented my car and the area had a significant snow event. Salt was put down on the road which of course got on the outside of the vehicle. I had to pay for the car to be detailed and the salt to be cleaned off of the outside of the car. In Turo's own guidelines it lists salt on your vehicles outside as an item the renter is not responsible for. Turo's billing department is via email only. They refuse to talk to me and keep sending me emails saying the car was dirty and I have to pay to have it cleaned. They refused to follow their own guidelines. Turo is a complete joke and once you give them your credit card they will charge it as they see fit. I continue to have charges reversed. Absolutely do not use these guys.

It would have been nice to know more details. The car was owned by a dog owner and was covered in dog hair, so everything we wore was to, made valentines dinner a little less romantic finding dog hair transfer from clothes to food. Also the windshield had a giant crack in it, which meant the car was illegal to drive so we didn't drive it as much as we would have.

This was super easy to use. I was connected with the nicest host, the process was super easy and easy better then a traditional rental company. Will be recommending!

Since it was my first time using the service, Kevin who I rented to was very helpful in what I needed to get done and helped me through the process and answered my questions. However, I would've like it better that the car could've been picked up and drop off at the airport instead at the owner's home.

TURO is WRETCHED. They STOLE car that we rented. Full Story: We rented a car through TURO in December, 2019. When we landed at the airport, we contacted the car owner on the phone and let her know that we were at the airport. We followed her directions got in the car and drove away. Fast forward several days. My husband and I came out a shopping mall in Scottsdale and the Mustang is GONE. It had cell phone, wallet, work computer and other item in the trunk. We were to fly home the next day, and suddenly I had no ID for the airport and thousands of dollars worth of personal items that were left in the trunk. We called the police and then started to call our credit card companies to report my wallet and credit cards as stolen. This took some time, but the police had not yet arrived when a man approached us in the parking lot and the security guards we were talking to and asked if we were looking for a Mustang. We said yes. He said he had the Mustang, and we were to follow him to the other side of the parking lot. The trunk was open and my phone, wallet and other personal items were in plain sight. They had looked through my wallet. The woman identified herself as the car owner and said that she thought we had "stolen" her Mustang, so she and the two men had "stolen it back." We showed her our reservation on our phone, and she said that they had made a mistake and they were giving us the car back. We asked how this could have possibly happened. She said that she owned two Mustangs and they were both parked at the airport and we had "taken the wrong one." We said, if that was true, why didn't she just call us (she had our cell phone number and had never tried to contact us) instead of taking the car with my wallet and my phone in it? What was her plan - just leaving us standing in the parking lot in a city where we didn't live, me with no phone and no wallet and no ID? She gave us no explanation that made any sense, and got in her car and drove away with the two men, leaving us standing there with the Mustang. We returned the Mustang to the airport the next day, per our original agreement. When we got home the beginning of January, we contacted TURO's customer service number to complain. I spent 45 minutes on the phone with two different representatives. The second man said he would have his supervisor contact me, maybe the same day, but if not definitely the next day. The following week, when I received no phone call, I called the same number and got the same customer representative. I clearly told him that I wanted my money back. That was about two weeks ago. I never even received a return phone call, and never got any explanation about what really happened. I finally called my credit card company and disputed the charge, because no one at TURO will return my phone call. I have never been treated so awfully in any rental situation I have ever had. You can't make this stuff up.

I liked that turo had a lot of different options of cars and prices was reasonable. This was my first time renting with turo, I heard about the company through friends and family. My only issue with turo is the amount of freedom and control the hosts have compared to the customers. The customer service agents didn’t pay attention to the details of a dispute and issue Being over charged by a host. They replied with a prewritten policy response and honored the host. I understand that hosts are valuable because we are renting their personally vehicles however customers should be valued and heard as well. There is a lot of exploitation going on between the host and customers and turo needs to moderate it fairly. There should be a strict time line when pictures can be posted or should detail the time when they are taken. My host wasn’t present during pick up then posted pictures the next morning when the car was in my possession. The pictures was not accurate. Therefore, the host needs to be present to during pick up and drop offs.

My issue with Turo is strictly towards the app and customer service support. For 1 trip I had to reserve 3 separate trucks. And guests don’t get the option to give hosts, that cancel, a review. My second second host canceled 2days before my trip. Then when I called support I got put at ease to get help and compensation for my troubles, But got left hanging with no reply’s by Ann S. So I had to call again and go through the same process and now I’m waiting on a reply and approval for my compensation. And lastly when I returned the truck, I returned it early and had to wait there for 30 mins with the host because your app doesn’t give an option to finish your trip. So we both had to call support again!, to close out the trip and i wasn’t able to take the correct pictures when I was finished because the app didn’t refresh in time. In conclusion the host was great! But your app and customer support needs a little update.

Absolutely loved our experience!!! Owner was a pleasure to work with. We loved his car and will be renting from him in the future. I have recommended Turo to everyone I know.

Turo was a wonderful experience! We got an awesome ride for the day, and the owner was great to work with, and very kind. Would love to use this again!

This is the first time renting with Turo so I was unsure about it but everything was really easy and the host was very nice and helpful. I'm definitely going to use it again.

Do not rent your car through Turo. Or you will be responsible for every damage that renters do to it. Just facts: 1. A guest returned the car with an engine light on. Claimed it happened after the car wash. I took the car to the shop few days later (the first available time) - apparently the guest list a gas cup (all guests always bring the car back with the full tank so we never even thought to check that). The guest admits in the messages that the engine light when on during his trip. I have a check for the repair. Turo investigates it for 10 freaking days and then send me a quote from their claim policy - you have to claim the damage within 24 hours. I mean I get the idea, but do you have robots there or humans who can analyze the situation? 2. This one even funnier. Apparently Turo does some kind of insurance frauds. Another guest scratched the bumper (Mercedes 2016), in to places, one scratch is about 10 in long and kinda deep. Turo appraises the damages and sends me $93! 93 dollars to fix the damage on Mercedes bumper! Are we in 1980 or something??? But here is the best part: Turo charges that guest $3,000!!!! The guests freaks out and send me screen shots, requesting why I'm charging him $3k. And I don't know why, because all I receive is $93. Now you tell me if this is a scam or not scam? Please stay away from this company.

I posted my car on this website and then applied to drive by sending then alot of personal information including my driving record and a live picture of myself, do and insurance. Then declined to give me a reaon for denying me. After I emailed them to check tbe status of my account they told me I could not rent cars from the site and also closed my rental account, so I could not rent my car to others either. They refused to give me an opportunity to rectify whatever they believed was wrong. They would not give me any explainations. After I called them discrimantors, they suddenly reopenwd my rental account but still refused me to rent from others with no reason. To add insult to injury, they blocked my email address. I emailed then from another accoint and the email went through. I have a clean driving record and current insurance. I will be taking them to court!

DO NOT EVER USE TURO!!!!!! HOST REVIEWS ARE RIGGED. COMPLETELY UNPROFESSIONAL. Booked a car weeks in advanced, TALKED WITH THE 5 STAR HOST and confirmed for a 3 day trip. EVEN Sent the host a reminder as I'm on the way to the pick up location, which the app supposedly does. I used my own money to Uber to the location. Got there early, as the pickup time passed, I figured she'd come out any minute and decided to wait a-little longer and tried to contact her in any ways possible but to no avail. Waited over an hour, past the designated time. ITS BEEN DAYS AND SHE HASN'T EVEN GOTTEN BACK, NOT EVEN AN APOLOGY. Got in contact with the customer support and said they can't compensate for any of my Uber payments that I had to spend going and leaving that pickup location. MORE IMPORTANTLY, THERE'S NO WAY OF LEAVING A REVIEW IF THE HOST CANCELS ON YOU. SO I CAN'T EVEN LEAVE A REVIEW ON TURO AS MY TRIP HAS BEEN CANCELED BY THE HOST HOURS AFTER THE BOOKED TIME. TTURO AUTOMATICALLY LEAVES A REVIEW IN YOUR PLACE JUST STATING THAT THE HIOST HAS CANCELLED, TURO EVEN LIED ON THE HOSTS BEHALF SAYING SHE CANCELED 20 MINUTES BEFORE WHEN IN FACT I HAD TO CANCELED HOURS INTO THE SUPPOSED RENTAL AGREEMENT. HOWEVER THE HOST IS ABLE TO REBUTTAL A TURO CANCELLATION NOTICE GIVING HER SORRY EXCUSE, JUST THE SAME AS ALL HER OTHER REBUTTALS. DO NOT USE TURO, SKETCHY, AND NOT FOR THE CUSTOMERS. AVOID AT ALL TIMES.

Really innovative and cool company which provides a convenient alternative to traditional car rental. I love the uniqueness of the cars available too.

We had heard good things about Turo. Unfortunately our experience was terrible. After returning the car, the owner claimed we had mildly scratched the car in four places. We disagreed. Turo only sided with the owner and we were charged with thousands of dollars for repair - basically to get the car detailed for the owner. Apparently the fine print reads that the owner has 24 hours within the drop off time to report any scratches. Because the drop-off point was a public street, the owner (or any other bystander) could have scratched the car after the drop off... and with no question we would be stuck with the charges. As far as we know, this is what happened. Turo was not helpful at all, and would not discuss the issue with us. Instead, they tried to charge our credit card right away before the case was settled. We will NEVER be using Turo again. This was the most expensive car rental experience of our lives.

As hosts, Turo takes complete advantage of the car owners. They will never side with the car owner. Requesting reimbursement is a miserable process. If the customer disputes reimbursement, you are screwed. They allow them to get away with unpaid tolls by making the process unbearable to complete. If you request reimbursement for cleaning, Turo will pretend to not see any dirt in the pictures and rule it as "light dirt" that can easily be cleaned. The car can be covered in mud and bugs and they pretend that it's not dirty. Sadly this is not an exaggeration. Hoping to bring awareness to all social networks so that people interested in hosting their vehicles don't get exploited. Customer service for hosts is non-existent. Not kidding, go ahead and call the only number they have and request host services and they refer you to online chat that reply's with generic short sentences every 5-8 minutes (about 45 minutes for a simple question) It should be illegal for companies to operate like this. No way to escalate matters or speak to a manager. The names of the representatives are fake and no way to verify.

First time to use this service. This was a positive experience. Like any service you must get a feel for the person your renting from before finalizing.

My experience was good with Turo. Platform is simple to use is set up with various levels of protection for traveling. Good customer service when getting in touch with hosts and solving issues or making accomodations.

First trip was AWESOME. I think most cars on this site are charging way too much per day. But Paul had a great price and the process was smooth and fantastic.

This company was so easy to use, approval was fast and Communication was flawless. I will probably never use another rental company again. I love Turo!

The first car that I rented had engine failure less than 4 hours after picking up. The second car I booked was a host no show. When I tried to get another booking for my 11 day trip it took two days to get the car cancelled so that I could book another one for the last few remaining days of my trip. I was told that because I was cancelled on last minute that I would receive some compensation to help book a new car. When I tried to book a new car another representative told me I would only get a $20 credit on my next trip booking and not the one I was currently trying to salvage after the no show. I messaged back the rep who stated that I would get some monetary help with my current booking to see if there was anyone else I could speak with to help get some sort of credit to be used on the booking I was trying to make. It has been 3 days and I have not received an email back. I decided it would be more cost effective and less trouble to use ride share company and I ended up booking a car with Budget for the last 3 remaining days of my trip. Because of this experience I will most likely not use Turo again in the future.