Turo

My experience with Turo was nothing short of a nightmare. After spending hours until 2 am discussing my issue with their customer agent, they failed to resolve the problem that stemmed from their own errors. When the issue was finally addressed in the morning, the price had skyrocketed due to changes made by Turo, not the host. Despite providing screenshots of my conversation with the customer agent, Turo arrogantly brushed off my request for them to cover the price difference caused by their mistakes. Their smirking indifference and lack of accountability were beyond frustrating. This entire ordeal has left me utterly disappointed, and I have already uninstalled the app. My trust in Turo is shattered, and I will never consider using their service again. One star is generous given the awful and negative experience I endured.

HIRER BEWARE they will try to take you for as much as they can. I hired a car in the US for 1 week. The host was really great and the car was wonderful. Near the end of the trip I reversed into a stone wall at a very slow speed which caused some very small scratches. I went through the proper steps and was fully co-operative throughout. Within 1 day of my report Turo took $500 from my account as a repair deposit, and then a couple of days later told me that the cost of the repairs would be $1,300 which I thought was over the top but I didn't contest it. When they notified me of the full amount they offered the choice of payment through a payment plan, and I immediately responded to say I was interested in this option, but was then told the time had lapsed and that the final payment was already processed and had left my account. I was very annoyed that the payment had been processed without notice as my trip in the US was costly and at the time I would have much preferred paying the costs over time. I contacted Turo but after several emails back and forth I had no choice but to accept the situation. Almost a month passed and I receive another notification of ANOTHER CHARGE of over $1,000 (began with an additional charge of $1600+ but somehow mysteriously dropped to almost $1100 after I sent them a strongly worded email) for "hidden damage" for "damages that were identified when doing a tear-down of the vehicle to guarantee the safety of it". The damage was minimal, a couple of superficial scrapes, and repairs did not require a tear down and I am absolutely certain (because of the speed I was travelling, the lack of dents etc;) that there were no "hidden damages". This company is brazenly out to take as much of your hard earned money as they can, and I would strongly suggest hiring ANYWHERE else.

My wife and I rented a car from a Turo host, Alejandro P. in Providence, RI. Five days after returning the car, Turo emailed me, stating the host had submitted a smoking violation. He even included two pictures. Turo charged our card a $275 penalty fee. Now here's the kicker. My wife and I don't smoke! No one else had been in the car. Turo apparently conducted an inquiry and sided with the host. We were adamant with them that we don't smoke. Didn't seem to matter. With a ride sharing service like Turo, siding with the host is essential to their business model. Turo gets their income from the hosts. This is a flaw that can't be rectified. We were first time users of Turo and will never use them again. Use this service at your own risk!

Do not trust the review ratings of drivers on Turo - no way they are an accurate depiction of hosts. I rented a car in Denver, for airport pick up there were excessive fees and I was not informed airport parking was in addition to the airport fees. The car smelled like vomit, had exterior damage not shown in photos and whistled on the highway. Worse, 24 hours after returning it the host claimed damage and sent an $1800 invoice. When I disputed the damage and provided pictures, he then claimed damage to a new area of the vehicle. The claim is in review with Turo, but I feel completely scammed and vulnerable. I wasn’t informed until I picked the car and my card was charged up that I would be tracked with an airtag. Turo claims department can only be contacted via email, making this whole process feel even more victimizing.

Wish I could give zero stars. The first car I booked was a scam account and tried to get $500 as a "deposit" from me. Turo automatically cancelled this reservation and rebooked for me and over charged me over $300 which I had to call and wait 7-10 business days to be reimbursed. My second host cancelled while I was on my flight. I landed in Denver and was stranded with my infant. I had to book a rental from another company for $500o. I had to wait another 7-10 business days for turo to reimburse the original booking and was only offered a $50 credit for the inconvenience. HORRIBLE experience and HORRIBLE customer service. Won't be booking with Turo again!!!!

My husband requested a car date/time via Turo and the “host” approved. The “host” understood my husband would be late in lieu of inclement weather (he had texted him such from his Lyft ride—- a ride he paid $159 for in order to get to the hosts house). My husband arrived about an hour and a half after his arranged rental time with the knowledge that he was paying for this vehicle even though he hadn’t yet physically obtained it yet. The host was sitting in a chair when my husband pulled up and had a meltdown over his arrival time (all witnessed/recorded by Lyft driver who felt SO bad he offered to drive my husband back home for free). He proceeded to yell, arms flailing that “it was his “dead wife’s car”, she’s been dead for 4 months and wasn’t renting it to him—-and that he already called Turo to cancel. My husband being the gentleman he is, paid the Lyft driver for a return ride home. The host proceeded to send harassing texts to my husband for several days after until he was blocked from doing so. This individual was/is totally unhinged and apparently, mentally unstable. He should not be a “host” for Turo or anybody else. (As a matter of “side”, Turo did not call/text my husband at any time during his trip to the hosts house to let him know his ride had been cancelled, they did reach out however in attempt to collect $147.00 cancellation fee from him. After several painfully lengthy phone calls with Turo call center located outside the US, they understood what happened and issued a refund). Remember, just like Craigslist; you’d encountering an unpredictable stranger. Caution kids, you’ve been warned ...

Turo is a total scam. I have been a renter and a rentee and in both cases terrible experience dealing with Turo. The whole idea of either letting someone else take your car or you driving someone else's car without noone to really mediate/validate is scary. My guest arrived 4 hours late. I almost missed a flight I had to catch for an important meeting. Called Turo multiple times to locate the guest and find the ETA - no dice. While I did not have horrifying experiences as a host, I did have a dangerous experience as a guest. The car I picked up stalled on the highway at 70mph. I have been driving for 25+ years so was able to instictively get on the shoulder promptly. Called Turo for roadside assistance - NADA. Stay away at all costs. Turo might have been a good option during rental shortage, but not any more. In fact rentals with other fees end up much higher than renting a car the old fashioned way.

I rented my car on TURO and the guest left the car 1 hour from my location with significant damage to the front bumper. I had to pick up the vehicle the next day because the car was far and the rent ends at night. When I file the claim I give TURO all the requested documents including original photos and an estimate from the shop. This incident happened on March 20, 2023, and today May 19, 2023, the claim is still open. TURO just called me today to let me know that they can't prove the incident was done during the rental period, and if the guest doesn't accept the claim they will not pay it. From this incident to another incident of a guest that damage my string wheel I have lost more money on this platform than I made. TURO, take care of your host because without us your business is nothing.

I rented a car through Turo. When I picked up the car, I left a backpack at the pick up location. I went back an hour later and the people who assisted me said they didn’t see it. The problem is I had “find my iPhone” and could see that my iPad and headphones were on site. As we searched for the backpack, the signal kept moving. Turns out the person who handed us the keys was in a truck with blacked out windows and was screaming at his employee to get us the f*** out of there. So my wife texted me that w needed to go. We could see my iPad move down the freeway in LA. We tried to track in down a it was showing at a computer repair shop in LA. Then we got a text saying if we paid money, they would give it back to us. In the end, we filed a police report in Culver City, had to hire an Uber to follow us to the drop off as we were scared for our life and then filed a police report. We also alerted Alexandr P. The we had the issue who never called or did anything. Miraculously, the backpack - no iPad or headphones and $1,000 missing - was returned to the police station and shipped to us. What’s unreal and the host posted a bad review of me saying I falsely accused them of stealing the the backpack, rated me a 4 and then Turo blocked me from ever renting again. Which I just learned as I considered using them this month, 10 months later. And then I called Turo, they said I had indeed been banned and said they would review and never got back to me. What terrible service.

WHATS THE POINT OF THE INSURANCE AGAIN? AND WHATS WITH ALL ADDITIONAL CHARGES THAT EVER TURO AGENTS CANT ANSWER? - DATE OF TRANSACTION: FEB 6 AND 8TH AND MARCH 7TH - I RENTED THIS VEHICLE FOR OVER 3 WEEKS AND MADE PAYMENTS TOTALLING OVER $1500 NOT INCLUDING THE FRAUDULENT PAYMENTS POSTED ON MY ACCOUNT AFTERWARDS IN FEBRUARY AND MARCH - I WAS ADVISED THAT THE PAYMENTS WERE POSTED BECAUSE THE HOST MADE CLAIMS WHICH I ONLY HAD 24HRS TO DISPUTE / BUT I WAS HOSPITALIZED DURING THAT TIME FRAME AND HAVE ALL THE PAPERWORK TO SHOW THIS - I HAVE REACHED OUT TO ADVISE THIS AND CONTINUE TO GET THE RUN ANROUND / IVE NOW BEEN WAITING FOR ALMOST 2 WEEKS FOR A RESPONSE WHICH I WAS ASSURED WOULD TAKE 48 JHOURS - I SPOKE WITH SUPERVISOR 'MR LUCKY' WHO SAID "THIS IS A DIFFICULT AND UNUSUAL SITUATION BECAUSE YOU DIDNT HAVE A CHANCE TO DISPUTE THIS" - BUT HE NEVER REACHED BACK OUT AGAIN TO RESOLVE THE ISSUE - I ALSO PAID FOR THE HIGHEST INSURANCE TO COVER MULTIPLE COMPLAINTS SUCH AS IMPOUND FEE (AS I WAS ESCORTED TO THE HOSPITAL WITH ABDOMINAL PAINS AND COULDNT RETURN THE CAR) - I AM 5 MONTHS PREGNANT AND TO HAVE TO DEAL WITH THIS ON TOP OF EVERYTHING IS JUST BEYOND ME. : I DO NOT SMOKE, DRINK OR ENGAGE IN ANY CONDUCT WHICH CAN HARM MY CHILD SO THE ACCUSATIONS WERE DEMEANING AND AN ASSASINATON OF CHARACTER. - I HAVE BEEN DOING GOOD BUSINESS WITH TURO , I HAVE GREAT REVIEWS AND PLANNED ON CONTINUING DOING BUSINESS WITH TURO BUT MY ACCOUNT HAS BEEN SINCE LOCKED . SO I HAVE NO WAY OF VERIFYING MY ACCONTS PAST DUE HISTORY ETC - ALL BECAUSE OF A HOSTS / TURO CLAIM TO EXPLOIT MONEY - I ASK KINDLY FOR A FULL REFUND OF THE CHARGES LISTED IN THE PICTURE AND ACCESS TO MY ACCOUNT / I ASK TO BE HEARD AND THIS ISSUE BE REVIEWED AT THE HIGHEST ORDER SO THAT IT DOESNT HAVE TO HAPPEN TO SOMEONE ELSE AGAIN. THANK YOU FOR YOUR TIME

I have used Turo on a few occasions previously as a light user( one or two day local rental, no traveling). While booking a trip out of state recently, I looked to see what Turo had to offer and was pleasantly surprised to find some very reasonably priced options so I booked. Everything was smooth until issues came to light. As others have mentioned previously, THIS IS YOUR MAIN RISK TO BE AWARE OF ANDSHOULD BE CAUSE FOR HESITATION IN USING THEIR SERVICES. On to my nightmare… The rented vehicle looked to be in ok condition with a quick walk around upon pick up. I noticed some body damage so it took several pictures before the drive. About an hour into my 2.5 hour drive, I began to notice a few minor mechanical issues. The vehicle would develop a vibration while making a long sweeping turn on the interstate, only to the left. It felt more like a wheel out of balance. Not much later a heavy rain covered the road and on two separate occasions the vehicle hydroplaned so severely that I almost lost control of the vehicle. When I contacted the host about the experience, initially his only response was to state that the vehicle was fine and asked if I was off-roading. Then I contacted Turo, this is were things turned nightmarish. Turo requested photos of what I thought was cause for concern. Upon closer inspection of the tires , I realized both front tires are completely bald! As in, 0 to 1/16th tread depth with some threads showing on the inner tread area, which would explain the severe hydroplane. It gets worse… While on the phone with Turo for nearly two hours trying to resolve the issue, I also discovered that according to the VIN number of the vehicle I was sitting in, it was NOT AWD as was stated in the listing. My only two search restrictions when looking for a vehicle was AWD and the search area. Without any help from Turo, on the second day of my delayed vacation, the host eventually agreed to replace the worn tires. I take the vehicle to the closest shop. After a brief inspection, the mechanic came back to let me know he would not be able to mount tires on the vehicle due to the “mechanical condition and concern for liability” and stated that the vehicle is not safe or road worthy. The list of issues noted on the inspection form were: 1. Front tires with uneven wear and no tread on some areas 2. Right Tied rod end severally worn, ready to fail. 3. Left upper control arm bushing missing 4. Both rear upper strut bushings severely worn. 5. Front right strut mount loose with damaged hardware 6. Leaking steering rack, low fluid. This was all found on a vehicle that was supposed to be AWD but was in fact front wheel drive only. The fwd system was in such bad shape a shop was not willing to only mount tires until the proper repairs were made. I reached out to the host who at this point became extremely rude and dismissive. His only response was that “the vehicle was fine, he had no other complaints and that the tires was all he was willing to fix because it was his vehicle and his choice". Turo was able to see that reply in the chat conversation and then offered to have the vehicle towed and cover the cost of a replacement. My only requests for any replacement vehicle was that it be AWD or 4WD and be able to be left near or where the original vehicle was picked up. After 3 more hours on the phone with Turo they come back with no replacement vehicle available and that I should try to call back tomorrow. Now day 3 of the trip delay, I drove the vehicle ¼ mile to Enterprise rentals. For $26 more than I paid for the pile of garbage I picked up from Turo, I left 20 minutes later with an upgraded vehicle because they did not have what I requested in the reservation (and actually have some idea of customer service is). I then moved the Turo vehicle to a side lot with permission from Enterprise so it could be towed at any time. Since that time, 5 tow requests have been made by Turo and not completed without any explanation offered from Turo. As I am typing this, the vehicle is still sitting. 6 full days since it was left at the lot as advised by Turo. Had I relied on Turo exclusively, I would still be stranded in the mountains of Washington during the biggest snowdump of this season, desperately hoping and waiting for any kind of assistance from Turo to no avail. My only hope in sharing all this is that others might prevent what could have been a very serious, life threatening situation because of the several lack of support and customer service offered by Turo. I will never use Turo again, ever.

I attempted to rent a car on Turo's website. It went through, but the Host said I must send $250 dollars security deposit to hold vehicle. I complied, and thought all was well. I just happened to check my account and the rental was canceled. (NO notification to me). When I attempted to contact Turo, they told me that the Host was just kicked off Turo for Scams. I requested they send me the deposit that the Host was sent back, but they refused. I am out the $250! Appartantly there is absolutley NO ACOUNTABILITY for the Hosts, and they are free to scam you and keep the money!!!. I will NEVER use the company again because you cannot trust the hosts are not scammers. Please DO NOT EVEN THINK about using this company!!!

I would give Turo a zero star if i could. My family booked a vehicle in West Palm Beach for our winter holidays over the December/January break 2022. We received the confirmation a couple months in advance. We sent our host a text message the day before our flight to go over details. However when we didn't hear from them we sent another text and called but no answer. WHILE WE WERE AT THE AIRPORT WAITING TO BOARD to arrive in West Palm Beach, our Host finally decided to respond stating he needed the car for his baby. This left us scrambling to reserve another car rental at an inflated cost! Not only did we reserve WELL in advance, he chose to notify us while we in the AIRPORT same day reservation! Unacceptable and inconsiderate! I would never rent from them again. Rosanna Turi

I used Turo once and I never will again. I was looking at rental cars vs. Turo, and the rental cars were just slightly more expensive (by about $25) so I decided to try Turo. I went on a road trip, and it turned out that one tire had previously been worn down to a point there was no tread left, and it was leaking air. So I then had to spend half a day of my trip at the mechanic shop getting the tire replaced. The car owner paid me back for that cost, it was their suggestion to use Paypal, which I had not realized was against Turo policy. I would have let it go, but then when I returned the car, the owner messaged me trying to accuse me of causing various damages to the car that had already been there. Thankfully, I had pictures to prove they had already been there, but if I hadn't I'm sure they'd have tried to charge me. I sent the owner money to cover tolls through Cashapp (also at their request). Two months later, I get billed for the full cost of the tolls through the Turo app. When I went to their customer service and sent evidence of the issues with the car and the fact that I had already paid the tolls, they said since it was sent outside of the app it did not matter and I'd be billed for it. Not only that, but my account was now going to be monitored to ensure I did not send other transactions outside of the app (with no recognition of the fact that the car owner is the one who suggested doing so). I highly recommend going with a car rental company instead, it would have saved me significant time and this entire customer service nightmare.

It’s a scam. SCAM SCAM They don’t vet their hosts. I have been accused of smoking with pictures taken of ashes in the car. I don’t smoke. I have been terminated from Turo therefore I can’t retrieve any of my pictures or correspondence with the host. I sent in the pictures that I took before I dropped it off of a clean car. They took my money and I can’t get in touch with anyone. If it were a fender bender I was accused of with a scratch or dent I could possibly go along with it, however it’s smoking and I was the only one in the car and don’t smoke. The fact the host turned in pictures of an ash filled cup holder and console is suspicious and reeks of a scam. Please protect yourself and don’t use this company.

We scheduled a 2021 Toyota Corolla at 2:30 on a Friday through the turo website, and it wasn't until 1:20 AM on Saturday that we received an automated response telling us that turo is not responding, and we would have to make another request all over again. Suffice it to say my wife and I weren't going to put any further fate in a company with such a broken system. 2:30 on a Friday afternoon is perfectly reasonable to see a request come in on ones system, and then if you need to reach out to someone by phone to work something else out, then do it! Don't just not respond because some of us have schedules that we are trying to keep. Thanks for wasting our time.

DON’T USE TURO! We rented a Turo to go out to the middle of nowhere for a wedding. Driving 70mph down the highway the engine light came on and we couldn’t get past 1st gear. WE WERE ON THE WAY TO THE WEDDING!! We had to call an Uber and beg them to pick us up on the side of the road. WE WERE LATE AND MISSED PART OF THE CEREMONY!!!!! The Uber cost us 85 dollars and to get back to the hotel we had to get a ride from the photographer at the wedding. The hotel was over 2 hours away and our Uber back cost us 200 dollars. We have spent countless hours on the phone speaking with Turo representatives who have failed to recoup any of these costs associated with the engine failure are even threatening to charge US for towing the car. We had the car for 24 hours and the car had over 100,000 miles. There has been no acknowledgement of the extremely dangerous and inconvenient situation we were placed in. The host did nothing to help the situation and the towing companies called us four different times despite relaying the information to Turo. TURO IS ABSOLUTE A HORRIBLE COMPANY WITH NO QUALITY CONTROL! Your car could break down at any moment and TURO WILL DO ABSOLUTELY NOTHING TO ASSIST!! No replacement car, no covering of extremely expensive Uber rides. Just a huge headache and a huge cost! Go to a reputable rental car company NOT TURO!

If I could rate it a 0 I would ! I hope there is a lawsuit against this company asap and everybody they’ve lied on gets reimbursed for Turo and there car owners for making up lies to get extra money after you return the car! My trip was good up untill I dropped the car off! Before I dropped the car off I went and washed and vacuumed it and then I got gas straight across the street from where the guy told me to drop it off ! And I have a witness with me because I was new to the app I probably didn’t take as many pictures but I think they take advantaged of people like that because their system when you go through it it only advises you to take pictures around the car and odometer it and then it says if you want to add more pictures you can! But a few hours after I dropped the car off I got a message from the owner saying that I owed $24 and some change and that was a $10 charge for not filling the car up and then he filled the car up the rest of the way and it was $14 and something so me and him argued back-and-forth and I told him he was a liar and that was that and I said well we will leave it up to Turo thinking Turo would fix the issue but not let this go on so I go to use my bank card a few hours Later and noticed four knew charges totaling almost $300 from Turo so I called Turo hopeing they would help me fix the issue and at this point I was even willing to pay the $25 for the gas problem because after I went off on the dude I guess he added a $250 smoking charge and I don’t know what else but he never said nothing about that to me and I would have all the messages to show you but what Turo does is close your account after they charge you this money and you can’t go back and look at the messages that you and the hostess had For their protection this is so obvious what they are doing they do that on purpose and if you go back and look at all the other complaints on this page you will see that What I’m saying matches what they’ve all said I’m not the only person that says that this is such a scam and it is so ridiculous I thought this was a good app like I was talking so good about this app up until all this happened ! And the funny thing is and I know everybody says this but I really do not smoke I have never smoked my whole life I mean I can go back and get all of my medical records and prove to them that I am not a smoker what do you think Touro even gave me the time a day or the understanding or any leniency no they’re getting rich off of ripping people off and it should be against the law ! how is such a big company getting away with this! I’m supposed to go to my bank and they’re going to dispute it but I’m sure I’ll still be stuck paying it because Touro has a sneaky way and I even told the guy man I wish I had my messages I even told him those pictures that is not what that car look like it’s like he went and poured sand in it or something I swear to God and like I said I had somebody with me and they can tell you that car did not look like that! Yeah paying the money Made me mad because it was lies lies lies and after I told him off about the $25 then he adds $300 more and Turo just letting him do it! What made me more mad was the fact that I tried my best like who I don’t even know if does normal people go vacuum and wash the car before they return it but I did because I feel like we are dirty to little bit and then we put the gas in it right across the street didn’t even drive one minute across the road so when he messaged me about the gas it kind of Made me mad because I felt like he was so totally lying he had another car there he could’ve put that gas in there and use that receipt I don’t know but there’s some fishy stuff going on and it just made me mad because I had tried so hard to do the right thing and then he has this person that just keeps adding charges and make an applause in the company is backing them up I’m sure they get a percentage of it or something there’s some reason they back them up so much please if anybody’s a lawyer look into this I’m telling you this is not legal this is so illegal and it’s unfair All I wanted to do was go see my son in the Air Force and I get back to this

If I could do zero stars I would We signed up for Turo to give it a try, our car recently broke down and we had an appointment we had to get to. We scheduled with host Lakia in De. With her Chevy Traverse. (horrible horrible host who lied and completely ruined everything) less than 2 hours before the car was scheduled to be delivered host claims cancelled claims she was out the country and "lost" her phone and somehow miraculously found it in time to cancel prior to scheduled delivery. At this point we have already paid fully for our rental. After being inconvenienced by this host, who was passively aggressive in her horrible service, we contact Turo, who turns around and says now we have to go through another verification. We were ALREADY SCHEDULED PAID FOR ABD BOOKED! After telling Turo at this point this is illegal and scammy they denied my husband who was already previously approved, said it was due to him having a criminal background!!! More lies from this company, He has never as so much got a parking ticket! He has no points on his DL, however this company lied scammed and did not return our money right away! How do you do a criminal background check on just name an DOB with a person with an extremely common name! After spending over 3 hours trying to get a rep on the line who knew what they were doing I had to get my lawyer involved! This company and their host are the worse! Do not I repeat do not waste your time or money, an if you do by all means avoid host Lakia in Delaware with the 2013 Chevy Traverse! Worse experience, the company and the host all lie!!! Could not provide any proof to this alleged criminal record or DL issues. Completely totally lies, instead of penalizing their lying unprofessional host they turn around and do the same thing! My lawyer is still involved.

Do not rent from Turo. You’re expected to fill up tires and maintenance cars with no consideration on how this impacts your time or plans for the day. After trying to go to a gas station to fill up tires (safety notification appeared), and taking it to a discount tire all on my own time - either the platform or the host had the nerve to charge me a $10 convenience fee to fill up .25 of the tank that was used. Mind you, the host didn’t bother to take their time to actually fill up the car and provide the car with a full tank of gas to begin with. This on top of a safety alert regarding the gear shifts ability to move without being unlocked that also resulted in me using my personal time to troubleshoot. Without question we returned the car immediately, and then I spend two days going back and forth with customer service. They don’t give ticket numbers, or read their notes so you have to re-explain the entire issue each time you call back. The customer service number dropped my call multiple times. I invested a full day of my personal time fighting for a refund. Without even so much as a “sorry for your inconvenience” for the host. My host was rude, and not detailed or customer service oriented, and Turo customer service is off shored and disorganized. Stay far far away.

unbelievable poor service. Tried signing up for Turo today. had issue with the app. tried customer service online and after speaking with 3 different online support personnel, they told me they would have to continue this via email, and I would hear from someone within 24 hours. I also tried calling the help phone #. Whatever you do, don't press "2". it does nothing. ABSOLUTELY NOTHING. oh, and then hangs up on you a minute later. This company is not ready for the general public. Too many companies think they have a good idea, but have no operational experience in supporting nationwide operations. they need to shut down and go back to the drawing board until they learn how to do it properly.

Please avoid ever booking with Turo. Worst and scariest experience I have ever had booking a car. We rented a vehicle last week. Made sure to document all damages during checkin. A soon as you hit 60mph the vehicle would shake barely controlable. The vehicle was not safe to drive. When we returned the vehicle the host claimed the same windshield damage which was included with pictures in our checkin process. When we disputed the host got vengeful and claimed smoke damage as well with no proof of smoking. We thought we would be okay because Turo wouldn’t stand for such a scam. Needless to say, Turo immediately blocked my account and began unlawfully charging my credit card. Their only response was we trust our host and provided zero proof or explanation. After multiple fraudulent charges we had to make a report to our creditors. Turo will never help the guest, be prepared for more hidden fees after the end of the trip. We feel completely scammed. All the pictures before and after did nothing to help. Turo didn’t even care to review them. “Our decision is made” and nothing you say will change that was their response to a multiple 5 star guest.

DO NOT LIST YOUR CAR ON THIS PLATFORM. THEY ARE PREDATORS, AND THEY DON'T HAVE YOUR BACK. I have been a host twice. The first time things were so-so. Didn't make a profit, but I did cover the car note. The second time... My truck got damaged on the FIRST TRIP. I got $50 in exchange for.. - $20 for a car wash - $80 for a tracker - 2 hours to prepare the car - TWO HUNDRED AND FIFTY DOLLARS FOR SOMETHING THAT IS NOT MY FAULT That's right. Somebody damaged my car on the first trip through no fault of my own, and Turo IS CHARGING ME $250 (w/ their 75% plan) Let me explain why this is so wrong: 1. Turo is their own insurance company. 2. They double charge for insurance. They charge you for insurance, then also the guest. (and they also charge the guest MORE fees behind the scenes) So, that means they keep my 25%, PLUS charge the guest for insurance, essentially having TWO insurance policies per trip. But if something happens, they charge BOTH of us a deductible. I lost money renting my car out, and now I have extra stress and financial troubles. And Turo couldn't care less. Anything to make a profit. p.s. In the response, they told me I should have got their 60% plan in order to not pay anything. Give Turo 40% of your money, (plus what they charge the guest) so you can... 1. Pay ALL costs related to the car 2. Pay for an insurance policy of your own 3. Coordinate with guests 4. Get the car washed 5. Get the car ready 6. Coordinate a drop off point. 7. Handle anything else related to it. If you add up ALL of the money that comes out of the guests pocket, you're getting LESS THAN HALF. While you do 95% of the work, and put up 100% of the investment. I used to encourage people to get on the platform. But you have no power if things go wrong, and Turo can't wait to screw you over for a few more dollars. Don't work with these vultures.

I had a very bad experience with Turo. I received and email from them two days after my trip stating the Host said, I smoke in the car. I am not a smoker. Never smoke a day in my life and my Turo closed my account immediately. I could not send any proof of conversation the Host and I had had about removing the complaint, because my account was closed. I want back in fourth with Turo for 2 weeks trying to fix this issue and they did their investigation and said, the Host had evidence of ash in the back corner on the floor. I seen the pic and clearly that was put there by the Host for more money. I never took a pic of the inside of the car. The car was giving back like they gave it. I even explain to Host when I return car that it make a loud noise when you turn the car on and once you drive the car it goes away. I told them I will not complain to Turo, because it still driver. But, to look into it. After all the good Samaritan I get charge with a smoking valuation. They may have thought i was going to report that. What are the odds. I could not even get a courtesy from Turo to remove this one time and now they send me to collections. Please people take pics of inside and out of the car, floor and all. The Host can get money out of if the want and they know how to do it.

"Rented" a Turo vehicle in June 2022 to see family in Chicago. Initially the car was great, host communicated well and I left her with a great review. Upon completion, I received an email days later that I had been charged a smoking fee of $250. I received no warning, only an image that proved nothing. Knowing Turo's STRICT policies- we never smoked in the vehicle. I wrote to the host to try to clear up the confusion with no response. Turo would not allow me to dispute or appeal the claim, stating their decision was final based on the very weak and circumstantial evidence. They charged the card on file automatically. After numerous emails they still ignored my questions and concerns. I have never had any issues prior to this. I also find it very interesting that the allegation was made AFTER I gave the host a good review. Turo closed my account with complete disregard. I do not recommend their services as their customer support is poor and they do not give you the opportunity to fight back. Whatever the host claims is final and can not be reversed. Shame on you!

Turo is a lame app. I rented a car and the car could only speed up to 25-30 mph, and the car has extreme noise and odor. I couldn’t drive it onto the highway for my own safety so they charged me 70 extra fee for that. And the customer service was extremely bad too. Turo support wasn’t any support, they just bring you another pain email with them. It look me a month and the problem wasn’t solved. And the host was very hostile she even threatened me. I got charged twice for the trip ! What a lame app causing me trouble and lost of money ! What a scam ! Turo is all about taking your money and not about giving you good experience !

Avoid Turo. Rented a car in CA and our host accused us of smoking. WE DO NOT SMOKE. We were charged $257 and my wife's account was canceled. No opportunity to defend ourselves. After doing multiple customer service "chats" (what a joke; they kick things "upstairs," and upstairs just gives you the IDENTICAL form letter reply each time), we finally encountered an agent who emailed us "the proof." The host had made a fake text conversation using an app which made it appear my wife admitted to smoking. What a farce. We have submitted print outs from iCloud (which cannot be altered) of all her texts with the host. Obviously, the fake conversation isn't there. But Turo won't even look at the document. Just the same "we've made our final decision" form letter. I'm almost embarrassed for them as to how incompetent they are.

I would give negative stars if I could... They allow hosts to lie, defame and ripoff guests and do not have the proper customer service protocol in place to protect guests from unwarranted claims and charges. In my specific case, I was charged for their non-smoking policy which I understand - I don't like cars to be smoked in either and respect that policy. Upon returning my car, my credit card was automatically charged for $257.50 for violating the no smoking policy which I 100% did not. I was not even told of the acquisition prior to charging my credit card and then I received an email with subject "About your refund request (Trip 16818928)...which at that point I was not even aware of the charge....let alone requesting a refund. In photos attached to the email, it shows a couple small pieces of fresh, not burnt, green cannabis plant material. There was no ash, burnt joint left behind, smoke film on window, used cigarette lighter, or anything else proving the car was actually smoked in, which I unequivocally stand by saying the host is lying and Turo substantiated the lie that I smoked in the car. Plant material does not prove smoking whatsover. At best, it could lead someone to suspect it. Turo customer support is absolutely terrible too. I emailed right away 3 times in the first day and tried to contact via the chat option, but it was not working. Finally over 72 hours later I received an email saying their decision was final and I was kicked on Turo. I am fine not being able to use Turo again - I absolutely will never use them again....however, what really frustrates me is that this is a common occurrence and they do not have the proper customer service or measures in place to prevent fraudulent claims from being made and substantiated. In my case, if one can not have marijuana in the car, they explicitly need to list that in the terms and conditions under the no smoking policy. Additionally, they need to have a much more robust customer service response protocol to help guests out and they absolutely need to allow disputes..prior to automatically charging ones credit card. I included this entire complaint hoping that it prevents others from dealing with the same hassle and feeling like they were cheated, lied to and stolen from What out for this - I have seen numerous reports on social media saying the same thing about allowing hosts to make false claims

TURO will not cover you, if your renter goes off-roading in your car. Make sure to take pictures /videos of your undercarriage before every trip. NO, TURO Is not worth this hassle. We lost an $8000 car and claim for damages, because we didn't have pictures. But we had dirt and now a total loss on our car. Arbitration was a joke, you should contact TURO to opt out on sign up. Doesn't matter that we have a huge physical damage to our car transfer case from a rock being hit. Doesn't matter that the mechanic believes the damage is from off-roading and we have never gone off-roading. Doesn't matter that the car worked fine before the trip and they drove it 800 miles. TURO will screw you over. So take the video/photos or don't use TURO.

Car was fine. Owner asked if I wanted to receive it unwashed (1 hour after scheduled time) or 30 minutes late unwashed. As we were at the airport, we chose to get it unwashed. No problem. After returning, we were notified the next day that an additional $150 was to be charged for 'excessive sand.' There was a little sand in the car when we returned it - we were in Hawaii for a week, ya think there'd be any sand in the car? 5 minutes of vacuuming and it's good to go, AND don't car rental companies have to clean/disinfect during Covid times? To charge $150 for this is a ripoff and feels like they are just trying to make extra money from us - and the car rental fee for 7 days was over $1000. Do NOT use Patrick in the Lihue airport location, he will likely rip you off too!

Turo is fine until something goes wrong. Then Turo and the Host will not lift a finger to help the Guest and will leave the Guest thousands out of pocket, which is what happened to us in Alberta, Canada. I was left stranded on the side of a major highway in the blistering heat for seven hours, yes seven hours! A tire blow out happened which I then engaged turo roadside assistance on. Roadside assistance were useless, to put it mildly. Could not figure out how to book a tow truck. The host did not care, did not help. Finally turo roadside assistance agreed for me to book a tow then send the invoice in for reimbursement. Of course now turo are refusing to reimburse, despite agreement on a recorded phone call with turo - they flat out refuse. I have emailed, called, explained the situation a million times but all I get back are stock emails; asking me to prove an agent said they would reimburse and even threatened me when I said I would be escalating the situation! Supervisors will never call back, still waiting on my call back and its been 2 weeks. Turo have charged my credit card with bogus charges which I am disputing with my credit card. Turo then emailed me to say disputing their charges is in violation of their terms of service so have restricted my account. Well fraudulently charging my credit card isn't right! Honestly do not ever humour the idea of using turo - if turo doesn't screw you over the host will. The Guest is liable for everything regardless. Hosts lie about damage - our host decided to change not only the tire that blew, but all remaining tires and decided he would bill me for the whole whack! I am so disgusted with the whole company, no doubt there is fraud happening everywhere in that company. Stay away from Turo!!

I used turo for the first time starting on 7/25/2022 with my husband. We used the car to drive my 84 year old mother around post a car accident for which she was hospitalized. We had been very happy with the rental and returned it on time with more gas than we had received on check in and ready to give high marks and be repeat customers. We were then notified that the host reported cigarette ashes in the car and we are being charged a penalty and kicked off the site. We do not smoke, we hate the smell of smoke, and we were not even around anyone who smoked over our stay. We were given no way to appeal this, no one to contact, and are completely flummoxed at this business model which would allow anyone to up charge by hundreds of dollars by dropping their own ashes into the car. The customer is then immediately kicked off the site and given no way to appeal. I guarantee you no one smoked in that car or anywhere near that car or before or after entering that car. We are incensed at the false accusation and charge and will never use this site again. We travel very often to see family and rent cars very often. I am reporting this treatment to as many review sites as I can and to the Better Business Bureau.

I have rented through Turo many times before and am disappointed with the Turo customer service. I had a promo code from Turo sent to my email and stating that when I rent again, that I will get one free day with them. I clicked on the promo code to book a trip, but it was not working. I contacted support before even booking the trip for some help with the promo. Turo customer support assured me to book the car and Turo will refund the trip, since the promo was not working. I booked the trip and when the trip ended, Turo support stated they will not give a refund. They had the proof of a conversation I had, with Turo support and still decided not to do anything. I have booked a total of five trips with Turo, each for about 7 days. I enjoyed using the app and always have an easy booking with the host. The host's are friendly and very helpful. The issue is with Turo Reprensitive and the company having poor customer service.

I really want to put no star, but this system of course forces you to give at least a star to post a review. Customers beware TURO allows its hardworking well-paying customers to be ripped off by some of their host. This company does nothing to protect the paying customer. Host are using their position to commit fraud and rip off insurance and the customer. I hope there will be a class action suit against TURO very soon because I know we are not the only ones taken advantage of by a host. The host in particular first tried BLACKMAIL he wanted $500 cash app to him to make it all go away, and when we declined to do that, he began making a series of fraudulent claims. He put ashes in the car took pictures and said there was smoking damage. that's a lie because my husband does not smoke, then he said the tire was low and now the vehicle needs a brand-new tire. We suspect he just let the air out took a picture of his dash and made a claim. Oh, and to add insult to injury now he has some body damage claim. This is ridiculous!! After doing some research I am learning that people know TURO won't really investigate their lies and Turo will pay out these claims' top dollar to the host, so certain host scheme and scam to get paid off unsuspecting customers. I am not saying that all host are doing this, but Turo needs to understand that this becoming well known as a loophole that scammers will use to take advantage of the customer and Turo needs to do a better job of vetting these hosts and listening to as well as protecting their customers. I am sure there will be many more customers writing and complaining and eventually pursuing legal means to stop this blatant customer abuse.

Absolutely ridiculous!!! This shareride platform is not set up for host who simply want to make passive income.. I currently own several vehicles that I no longer drive. A few years back I was a passenger in a car accident that let me traumatized, therefore I no longer drive or sit in the front seats. When my license expired I didn’t renew it because I have a driver. Moving forward I decided to list my vehicles on Turo only to find out a HOST is required to have a active drivers license! This makes absolute no sense. When enrolling Turo gives you the option to upload a license, passport or other form of government ID. However, once I completed enrollment and listing my vehicle I later received an email asking for my drivers license. Why? If you allow other forms of ID to verify identification and a host is NOT driving anyone around obtaining the host drivers license makes no sense especially if a vehicle is fully insured and registered in their state. Some people just want the luxury of making passive income without leaving their homes. Who came up with this system? Once again another platform discriminating against people who are suffering from anxiety due to a traumatic experience. No license therefore you aren’t welcomed as a host!!!!! Thanks Turo

Host informed me that the car should have been canceled last weekend, however, I was not informed about this until AFTER I messaged him (nearly a week later). So, if I had not messaged him to confirm, I would have been stranded at the airport without a way to get to the place I am staying, and Turo never contacted me at all about this cancellation. This is absolutely unacceptable. In addition to not being told about the cancellation until the day before my trip, I was also provided with no viable alternative options and only given $180 travel credit, which is not nearly enough to cover the difference I will have to pay to book a car last minute. Even with the travel credit applied, a new car booking would still be significantly more expensive than the car that was canceled on me, and the car I found has fewer reviews and trips, thus causing me more uncertainty. This credit does not even begin to acknowledge the stress and anxiety I have had to deal with in the past few hours. My situation was completely brushed aside. I, and anyone else who asks me about it, will not be using Turo again unless I am in a desperate situation like the one I was forced into today. I wouldn't want anyone I know to have their trip ruined by careless customer support practices.

The initial rental booking went smoothly. Then unexpectedly, our flight was cancelled so, logically, I changed our Turo reservation immediately so the host would not be inconvenienced. Because ur reservation was adjusted by a day, we were suddenly charged an additional $70 delivery fee which was originally waived because our trip was 7 days. Somehow, this translates to costing more for one less day. When I reached out to Turo customer service, I got on a two hour roller coaster ride of customer service messaging on their app leading to calls to a service center that looped back to links to the billing department. Eventually, we were told that the only way we could avoid the additional charge is by asking the host to send us a message to waive it and taking a screen shot of that message. Talk about crazy and unprofessional! We will never get that time back and will obviously never use Turo again.

This is our experience: 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 14933768. You will see that all that I stated here is correct and has been reported to Turo several times.

We got charged an extra $150 for a slight amount of sand in the car and for having some sunscreen smudges on the passenger side door on the inside. Keep in mind we rented the car for eight days during the summer in...Hawaii. The website specifically says that renters do not need to run the car through a car wash. Given that the car owner should expect to have to wash the car after a week and that the work needed to remove the sunscreen and sand shouldn't take more than five minutes, this extra charge is a clear cash grab by the owner that was backed up by Turo. The upshot: Go with a real car rental company to avoid getting nickel and dimed.

I was referred to Turo thru a friend. I decided to create an account to book a rental for an upcoming event I had scheduled. I submitted all the required information and received a notice that my account was under review. I was immediately curious as to why since I had checked the requirements before applying and found that I met all the criteria. Two days later- I was still under review so I decided to chat and find out more information, The agent had no information to give me and only forwarded my account to another department. I was told I would get a 2 hour response time. The next day I heard nothing so I once again reached out to chat support. I was told once again that they would send my account for review and I will be contacted. I was interested in finding out why an account would be restricted. No one would tell me. When I looked into the process for being approved it simply said a valid license and 18 years or older, I surely did not expect to be treated so rudely and unprofessionally. Finally, after 5 days I received a response via email saying I was restricted and my account was revoked for *Failed background check- (the website doesn't list that as a requirement. plus my background is over 8 years old and hasn't prevented me from renting vehicles elsewhere, *A high risk flagg from Turo's internal department- (I can't even get an explaination as to what the high risk is or was.) *One or more Driving violations ( I had gotten a meter ticket this years but that was paid in full) I haven't had anything on my driving record for the past 7 years.) *Violation of Turo's terms and conditions (which is completely absurd. My account not only was denied but it was REVOKED and Blocked from ever registering again. I am completely appalled by the process in which they approve their guests and feel that they handled my account completely unprofessional . Customer Service goes a long way and I will be telling others about my experience so that in the future Turo's can re evaluate their approval process. This company has crappy customer service and no respect for it's account members.

Dragana M. is an awful host who left my family and I stranded in Las vegas. We arrived late at night from traveling all day from the East coast. We booked several times before with turo, and always had a great experience. For this trip, we were scheduled for 11 days and about $170 a day for an Audi. We located the vehicle in the parking garage, but we could not get the vehicle opened using the Toro Go app. We reached out to The Host, Dragana M. who never apologized, said I'm sorry, let me see what's going on, etc. Instead, Dragana M. only messaged using the app and said to contact Turo. When we try calling, the number didn't work, and I advise that I was trying to reach out to her, but she replied, she only talks using the messenger app. So here we were, stranded late at night in the Las Vegas parking garage, with no vehicle, and no offer of assistance. My family, including the child were stranded and Dragana M in Las Vegas could care less. I couldn't believe it, I've had great experience with hosts, and we were nervous, given it so late at night, we didn't know how we would get a vehicle to use for our trip. Ultimately, the staff at Turo help this out. They noted how unprofessional Dragana M. was as a host. Obviously there was not much they can do with Dragana M. at that moment. They offered roadside assistance, and sent someone to unlock the vehicle. But that was going to take a while, and so they offered to put us in another vehicle and we found a host late at night who was willing to personally drop off a vehicle. The price was more expensive, but Turo gave us a credit for the difference. Turo is 5 Stars, but they need to suspend Dragana M. for at least a month. Turo is only as good as it's hosts, and Dragana M was horrific to say the least. No doubt about it, if I was the CEO of Turo, and I had that experience, she'd be banned for life. I would never want any customer to go through what we went through. Budget car rental would have been a far better experience. Ultimately, everything worked out, and we had a good trip with a great host. We will continue to use Turo, but this did almost sabotage any future rentals with Turo. Dragana M. Las Vegas is the worst host by far. I don't know if anything could be worse. There are plenty of other great hosts in Las Vegas, and Dragana M it's not one of them. Ultimately the reviews for Dragana M. Are not accurate, because our trip was canceled through her as a host, and therefore we were unable to review her. Dragana M. horrible host and human being. Shameful!

Turo is trash and are thieves. I rented a car for one day. I received the car filthy inside and out, I didn’t know I had to take pictures of dirt. I had an incident with the car cosmetically a (scratch). When Turo owner submitted the pictures he tried to show some type of dirt which they are calling ashes and say I smoked in the car. Owner stated that he had to submit thorough pictures of everything just cause. I am not a smoker of any kind might I add and speaking with the owner I asked him to please contact Turo and let them know that I was not the one to do that, he stated he did and that it was out of his hands and left up to Turo. Turo stated I still violated the terms and would not regress the violation instead they will charge me 300. I told them I’m not paying so they deleted my account and want to put it in collections. Never deal with Turo they are cooks and liars and thieves!

I just bought a used 2015 Honda CRV in Feb and started hosting Turo in April. I got really booked on the first day all the way til September. My price was only $35 a day. I did the 75% protection plan. Everything was going good up until my 7th guest. I got a last minute cancellation in May but I got another booking that same day. I felt kind of weird about it. My guest arrived at the airport and assumed I was going to pick him up there?? He did not see the location was 20 min away from the airport. He finally arrived and took the keys, I just kept having a funny feeling. Sure enough I get a call from him a few days later saying he drove over a rock and hit the oil pan and needed a tow truck. My heart just dropped. My car was towed to my mechanic but the mechanic said he won’t be able to fix it. It looked bad! I reported the claim on the same day. An associate spoke to me and said everything would be taken care of. You don’t have to worry. I just need a diagnostic report from your mechanic. Now it’s 4 weeks later and still NO HELP from Turo. Communication is TERRIBLE!!! I’ve gotten emails and phone calls from my mechanic and he sent us the diagnostic report about a week ago. Turo says they didn’t receive it yet!?!? How come? I’ve sent all the emails to support@claims.turo.com. But nothing, no respond. Days go by and she still replies, I’m still waiting for a diagnostic report. What is going on?? What is so hard? Check your emails and reply! So frustrating!! Really Bad customer service. I lost my income, and out a vehicle. I had to cancel all my trips for the rest of the year. My car is totaled and I just want to get a new car or the payment for the value of the car. I’m never being a Turo host again.

** Registration and Insurance not in the Vehicle! Police Involved** I rented a Prius last January in Oregon. Three days before returning after three weeks, I was pulled over for expired tags. I opened glove box for proof of registration and insurance per request but the box was empty! Police denied accepting rental insurance purchased WITH rental or my personal. Proof of primary registration or insurance was found on the app. Police cited me SR 22 and no registration. I needed to bring primary registration and insurance to the court. I returned the car early. Host only apologized but never offered proof of ownership or insurance. The host had been great to work with until I was pulled over. I rented in good faith the vehicle was registered and current. *Turo website states multiple times all vehicles must follow state laws regarding licensing. ** I do not understand why the host was not obligated to show proof of current registration. I rented from another host the following week. I expressed my reluctance because of what happened, they showed me " Produce on demand " laminated document in glove box of Camry. Turo Support has not been a good since I was pulled over. I was told car was in my possession and Turo is not liable. Car in my possession never was the issue! This situation would be worse if I had been in an accident! I have waited FIVE months for any resolution. This should have been resolved within a month, max! I was in the middle of moving to Ohio and this has caused a lot of unnecessary stress, lack of sleep, and strain on finances staying in Oregon for legal reasons. I know many people have had positive experiences with Turo. After this experience and excessive time to resolve, I have no intention of renting from Turo again.

"""Windshield chipped and cracked""" Terrible management and greedy people operating this business. I have used Turo about 5 or 6 times, but the last time I got bit because something went wrong during the trip, My windshield got chipped and cracked by dirt on the road falling off other vehicles. When i told the host about it, he said no problem last time i changed it for $490. The vehicle I rented was a 2014 Mercedes benz ML, I did not choose any insurance options for the trip as I had my own personal insurance which would cover rentals, and my deductible is $500 for the claim, so i was like its better i just have the host change it for me so i dont have to go through the hassle, but then i was like maybe Turo cover it for me since it's really not my fault, or at least host's insurance would pay for it. So I asked the host to open a claim with Turo and it seemed like the host didn't know much either, so Turo said its the guests responsibility to pay for the damage and told the host to take the car to a shop they work with for a quote on replacement, So I was waiting to see if it will be cheaper at least, and if not I can just have the host change it for me, but surprisingly I received an invoice from turo for $1,400. So i called the host, he said they already changed it and that's the price. So turo paid for the host and just forwarded the bill to me. Now i have to pay $1,400 for a $490 job. and they even restricted my account so i cant book any other cars before i pay full amount. imagine being on a long business travel and you can't book any other cars while you're trying to figure out what happened, and good luck trying to reach customer service to get a proper answer. So after sending numerous emails to Turo to see how i can put this claim on my personal insurance no one replied back to my emails, then I called my own insurance to get some help and they told me to get a subrogation package from them, then after spending hours and hours i finally got a customer service and asked for it, and they said we will send it to your insurance and it will take about 90 days to resolve the issue, so then i asked how can i continue booking cars? she said only way is to pay the full balance and then once your insurance paid us back we will refund the money to you. so i did and then i still was not able to book the car, again spent 30 minutes to get through customer service and they said you need to verify your account and your identity, I was like I'm already your customer and had done many trips! why should i do this, and the agent replied just like a bot "sir I'm just following the rules" and they want government id with your address on it but don't even want your drivers license or bank statement nor your phone bills, imagine being away from home and you have to find a document other than those! super frustrating. so then i had to contact them again after i downloaded my hydro bill and went through all the wait times and sent the picture of the bill but the agent said i cant verify it, you would have to email us the pdf version of it and then wait for the specialized team to review it!!! hahaha wow guys what joke this Turo is. horrible management and greedy owners who want to take as much as they can, they charge the host 30% of the rental after i talked to my host and this is the kind of customer service they provide. The windshield chips should not be the responsibility of the guests, and Turo should cover it for the sake of both parties when they are making that much money with no effort from their side.

Terrible experience. Horrible customer service. 3 days after I picked up my rental, I found out I was being tracked with an airtag by the host without my consent. I was living alone in a new place and this scared me. This man had access to all of my information. Where I went, how much time I spent in each location etc. I let turo know and they promised to send a replacement vehicle. After 6 hours on the phone with them they changed their minds, and decided that airtags are now allowed without consent so my reason for replacement was not valid and refused to give me a full refund. Note that California law explicitly states this is illegal. Not only have they compromised my safety but showed no remorse for it. I am still as we speak fighting for a full refund. I would not recommend their service and know that if something goes wrong they will not have your back.

My Turo host was scheduled to pick me up at the airport as indicated in my trip booking. My host related he was unable to pick me up as it was illegal he then referred to me as rude when I directed him to my booking which clearly indicated an airport pick up. The host stated the car would be locked up in a garage over night so if I couldnt get an uber to the car before the garage closed I'd have to pick the car up the next day.Turo was difficult to get a hold of and the agent was unable to resolve the issue. The supervisor who was supposed to call and address the issue never did. I have used turo before and it's great if all goes well but if you encounter a problem there is no support.

The Host Nicholas is a fraud and liar who rented me a vehicle that had no bolts or fasteners securing the underbody cover to the vehicle. The underbody cover became dislodged while I was driving which could have caused severe injury to myself and others. Him and TURO are SCAMMERS who charged my charge card almost $900 for damage to the underbody cover after I disputed their false claim. I also paid $10.80 per day for the additional insurance recommended by TURO only to discover that there was a $3000 deductible attached to it; therefore, the cost of the vehicle's underbody cover was not covered. Another RIP OFF!! TURO works with the Host in getting all of the money out of you that they can and take the word of the lying Host. They disregard any and all supporting evidence, photos and documents that you submit to them towards their claim and favors the Host's claim and lies. Renters BEWARE!! Ask for proof of a clean, complete vehicle check up prior to renting. I will never rent a personal vehicle from TURO ever again; nor will I ever recommend them to anyone. Again, RENTERS BEWARE!!!!

I had rented a car for my marriage proposal in Austin, Texas. I live in Dallas. My partner has been talking a lot about wanting an electric car. I decided to rent a tesla for the weekend trip for us. 2 hours before the departure of the trip, the host canceled because he needed his car to move. There was an option to rebook but it was 2.5 hours later at the earliest which was going to make us 1.5 hours late for our engagement event. Needless to say, I ended up driving my car, and they gave me $50 credit plus my refund. I was on the phone for an hour plus with customer service. Which is not worth the trouble. This was my first and last opportunity using the app. Just be weary of this if you have no flexibility.

BUYER BEWARE!!!! I rented a 2014 Nissan for two days in May. It appeared to be Reasonably priced, all good. Then I extended the rental thru Turo which was difficult as the App didn’t show my reservation amd the host was unable to do it so after many texts and calls and I was finally able to talk to a human who took care of it. So I had picked up the car at 10 am and was supposed to return it at 2 pm the following day. When I went to extend the rental by one day I was told the only way to do it was to put 7 pm as the return time, which I did. I returned the car at 4 pm. So when I returned my $42 a day rental it suddenly had jumped up to $63 a day after all the added charges. My ongoing correspondence with them was via texts and emails which constantly redirected me to the App which never worked, not only could I not extend on the app but I couldn’t see the details of the exorbitant additional charges and not only that but my trip never even showed up on the App. Hmmm???? So Customer Service, via email, only was my only recourse. They responded slowly, it has now taken three days. Initially the story was that they charged me $188 I instead of $125 because I returned the car late (4pm when I was told by them I had a 7 pm return time) . When I contested the additional charges as a late charge , which it wasn’t. I was finally sent a detailed invoice of the charges that conveniently came to $188. They had completely changed their tune as to why the charges came to that. No longer did they claim I returned it late. Really???? Bottom line I will never ever use Turo again. They are not up front about the actual charges. you do not have the guarantees of a legitimate car rental agency. NO I don’t recommend TURO. Plus you cannot talk to a human person. Not satisfied.