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Saahil Lakhani Bucharest, B
I booked a car for 2 days from Dragana in Las Vegas from Turo. The pickup was great and very easy, the car was in great condition and very clean and the drop off was straightforward.
My issue happened after the car was returned - I got a bill for over $250 for supposedly smoking in the car. The pictures of the “proof” that were sent were of some sand and dirt in the car - unavoidable from having walked around in some national parks on our trip and not excessive dirt at all.
After contacting Turo to try and resolve the situation, explaining that I am a non-smoker and that they pictures were very clearly not ash from cigarettes but some dirt and sand, they removed my account and insisted the decision was final without letting me appeal properly.
I will continue to fight this with Turo but I highly recommend you avoid using them if you want to avoid additional costs. I feel like I’ve been scammed and it’s made more disappointing by the fact that without this ridiculous charge, this could’ve been a 5-star review.
2 years ago
Shawn Sydney, NSW
Warning! Turo values hosts over customers and will not reverse erroneous invoices!
I rented a Tesla through Turo for pickup at 6:30pm on the 4th of April in Miami. I had just flown in from Sydney on a 27 hour flight. The car was not available when I arrived and I had to wait 15 min. Upon picking up the car, it was charged to 80%. I drove straight to the hotel for some sleep. Over a month after my trip, I received an invoice for the use of a supercharger on the 4th. I explained to Turo that I did not charge the car on the 4th and requested they ask for the trip history from the host, as this would prove I did not visit a charger after picking up the car. They refused to ask for this documentation and instead trusted the host's word.
Simple logic would tell you that being invoiced for charging a car that you didn't pick up until 6:45pm doesn't make sense. If I did charge it, then that means the car wasn't charged at pickup, and I shouldn't be responsible. Either way, it's not right.
The bigger issue is how they immediately took the hosts word over the customer. They clearly have no desire to protect the customer and I am thankful I'm only out $12. What if the host had submitted an invoice for thousands of dollars?
DO NOT TRUST THIS COMPANY!
2 years ago
Natasha Lozada Hollywood, FL
I have used Turo plenty
This time it was an awful experience at the very end- decided to take my payment and not give me my extension / and had to speak with 10 agents literally to finally be given the supervisor- this cost my time and money at my work- since I’m self- employed- also anxiety attacks continuously - the customer service agents are not well-informed- and they only
Open a dispute and investigate after you yell and scream to tears- horrible experience! Turo even called host and said I was protected under their Turo code of law- that was a huge lie! Some told me they saw payments other said they did not- even the supervisor did not know what he was talking about- if a class lawsuit is started I want in!
2 years ago
Anita Houshidari Toronto, ON
I was a customer of Turo and used their services 3-4 times. I received 5 stars as a customer from the people I rented cars from. Turo provides greater rental options but the customer service agents are pretty clueless and dealing with them is frustrating as they keep giving inconsistent information and making mistakes.
However, the reason I'm writing this review is to share my experience about having my account "restricted", ie, not being able to use the service at all, for a totally ridiculous and nonsensical reason. The reason being: there was an unauthorized purchase by a third party fraudster on my credit card and I reported it to the bank. Turo sent me an email saying they've been notified of this transaction and are therefore "restricting my account", aka... booting me out of Turo. I told them that I had reported this to the bank and that it was a third party charge having nothing to do with Turo and that I would update my card with a new one before I use their service again. Nevertheless, my account continued to be restricted.
This makes absolutely no sense as a) I have no control over an unauthorized purchase on my account and b) the unauthorized purchase had nothing to do with Turo, Turo's fees, my account, etc. It was a third party purchase of an item from another third party.
When I wanted to use their service again recently, I went to log into my account and I couldn't even log in. I followed up with them and they emailed me saying they've "restricted"...ahem, booted me out and "We wish you the best of luck in your endeavors, but this is a final decision on our part." So, there is no due process or opportunity for me to ask any questions. I responded to them saying I don't believe it is good ethical practice, nor does it make good business sense to throw out customers like this for something that is not their fault.
Just wanted to share my experience as I believe companies should be held accountable for how they treat customers.
2 years ago
CRU Fort Collins, CO
Turo seemed like a good alternative to rental car companies until you actually book. My first Turo host would only allow pick up at their home. No alternative location or delivery option available. Then 10 days after booking the trip the host cancelled because they sold the car. So, I figure one bad host. The second host offered delivery options and was an All Start Host. So, I booked the trip and then suddenly they weren't around on those days. The issue here is really consistency and professional behavior. Turo Host are individuals. They do not have a common set of rules or practices. The web site is specifically designed to prevent Guests from performing any type of prep work. You have to book the trip prior to contacting the host. Turo processes your payment upon booking. Only airlines do this. Rental car companies do not. They do not disclose booking fees or insurance fees prior to booking. To see the total cost you have to commit to a booking. You cannot review Turo if your trip isn't completed. So, all the issues with actually booking a trip are not shown on site reviews. I thought Turo was a great idea until I actually used it. Now, not so much.
2 years ago
Gail BRAUN Bonita Springs, FL
I leased through Turo three times. Unfortunately one lease the car was keyed...most likely at a hotel. The Turo host/owner of vehicle was extremely unprofessional about the minor exterior damage, attempted to rip me off by settling with him first thus charging 4 times the actual repair. Once brought to Turo's attention, Turo did not care, Turo's representatives are as disingenuous and misleading at the vehicle owner. It is a poorly run company and the hosts are not bonified or screened because this particular host was also tracking my every move and texting me to keep the vehicle clean and not allow children in the vehicle. I would not recommend Turo.
2 years ago
John L. Union City, CA
You will not believe that when you have any dispute with them, they don't communicate with you but send your bill to collection company to impair your credit.
If you rent from them and everything go smoothly, good for you. Otherwise, I can tell you from my experience that this company does not care about you. They will care about going IPO. They skirt so much regulation that you will have no consumer protection and you can hardly get them. Trust me, it is not worth saving just few bucks to rent from them. Their rental used to be alot cheaper but not anymore. Don't be a fool. If you rent from them, you are helping the executives and big investors to cash out their money only. THEY REALLY DON'T CARE ABOUT CUSTOMERS.
2 years ago
Thomas North Port, FL
Turo cancelled my reservation, marked it that I cancelled it, all to allow a host to charge double to rent the car to someone else. We made a reservation months ahead of time to get a good car at a good rate. We paid for the rental and communicated with the host. Then all of a sudden, when car rental rates rise, the host discovers "errors" in our reservation. Turo marks the reservation as cancelled, by me, then sends me an email telling me if I pay another $400 I can have the same car for the same dates. Our reservation was paid for and made in good faith, Turo should have held the host to the terms of our deal. Instead they fraudulently marked the reservation as renter cancelled, to allow them and the host to make more money. Turo's attempt to help me find a replacement was a comedy of errors. The first host did not respond. The second host asked me to pay him directly a $350 damage waiver, Turo said this was fraud. The third host messaged me before he approved my rental that he wanted to call me to "walk me through the process". Turo also said this was fraud. My rental was to be $450, now, so much closer to my trip, rentals for the same dates and same pick up location are $1200. Beware of scammers and do not trust Turo or the host to honor your reservation, if they can figure out a way to make more money. Unfortunately with regular rental car companies charging astronomical rates, there is not much choice. Just be careful and make back up plans in case your reservation gets cancelled on you.
2 years ago
Meanna King Fayetteville, NC
I have rented with TURO twice and when I tried to rent again for another trip in Florida, the site told me I wasn't able to rent. So I decided to contact support as to why and they told me all they can do is do an appeal. I said okay and I had to wait a couple days for a response trough email. So when I received the email TURO said the decision was final and I wasn't able to rent through them WITHOUT reasoning or explanation. I had NO previous issues from prior rentals or complaints. I want to speak to the CEO and let him or her tell me the reasoning because I'm lost. Also if it was an issue prior why let me rent then come to this conclusion.
2 years ago
Sherrie Winston Atlanta, GA
The hosts are amazing. You find really nice/high end cars compared to rental companies. But, the trip fees are way too high. They say it's 10% of the trip fee, but that's not true. It's usually from 50% to 100% of the rental itself. And, I've taken about 9 trips with Turo.
2 years ago
Geza Verik Westfield, IN
Man who picked us up had clearly been smoking in the car, had terrible BO and had his buttcrack completely exposed when he stood up which meant I had to drive the whole trip on the remnants of that. I didn’t raise a stink, but when I returned the car they charged me $154 cleaning fee because there was some sand on the back mats. He said it took him 2 hours to clean…please ugh. That would have been like me shoveling sand in the back seat and it was literally the remnants of some sand that didn’t come off at the beach. I dropped it off early with a full tank. He left me a 5 star review so the charge was a terrible surprise. Never using Turo again.
2 years ago
Eugene Albuquerque, NM
Horrible. Definately in the category of if it seems too good to be true, it is. Rented a car in Orlando from 'Snardy', Genesis G80. I landed at the airport and he didn't answer my text for a half hour. After my trip he had Turo charge me for a 'smoking violation'. I've never smoked a day in my life, any smoke was there before I had the car or he planted it. Spent hours trying to straighten out this fraudulent charge to no avail. Incredibly, when I complained, Turo banned me. Good riddance. Have never had anything like that happen in 40 years of business travel. Another shady host tried to get me to send her $300 by Zelle for a 'security deposit', completely against Turo rules. If you like renting high end cars, if you're in a bigger city ask the rental car company if they have any, they ususally do and are willing to negotiate on price, without the drama and harrassment I got from Turo.
2 years ago
John Brunnings Honolulu, HI
Turo offers an insurance program when renting out through them which is paid for by keeping a percentage of rental income. They claim their 40% income.share covers wear & tear of the exterior.
However they refuse to honor claims of wear & tear without an excessive burden of proof of when the damage occurred.
The coverage is to include scratches smaller than 3 inches in length and yet they require photographic evidence of a lack of the scratch before it occurred, which is a nearly impossible record to produce.
Essentially they constructed a scam to build confidence in sharing 100s or 1000s of dollars of income that you would not otherwise choose to share if you knew they had no intention of actually providing the wear & tear coverage they're promising!
2 years ago
C Peanut Bakersfield, CA
We rented a car for 5 days in Kauai, Hawaii. It was contactless pick up and drop off. We parked the car at the airport. Everything look good and clean but we made a mistake of not taking pictures. Hours after we dropped off the car, the host sent a message saying that there was a scratch on ‘top of the car’ and it needs to be fixed. So the next day, he sent a message again saying that the body shop estimated $200 to fix it. Then i asked him to send a proof of estimate. The next day he sent an estimate and now the fee became $250+tax. I asked why and he said because the body shop has to type the estimate and now they want to add $50 more. The body shop on the estimate didnt even have a real physical address. It was PO box. This whole thing is so shady. I don’t know how many customers has this host has ‘scammed’ literally. The claim amount is small so he can just go under radar because Turo’s only help is to ask you to settle with the host. I guess this is lesson learned and will not use Turo again.
2 years ago
Marcia Craft DeLand, FL
The rental process was great. However, unfortunately there was an unavoidable incident to the bumper. Turo presented an estimate. I paid it immediately in full. However, they have 45 days to amend. They sent me a bill for pretty much the same work (almost all the damage was surface and a headlight) that now had the body work that was originally at $74 at $125/hr. Plus they claim to have taken twice the amount of time to repair. I disputed it and received no exact explanation, just a quote that they have the right to charge my payment method on file within 24 hours and the amount was within some guideline. I will not be using them again.
2 years ago
Hannah Arlington, VA
Shady business practices. They rip off customers and the car owner! They trick you into purchasing insurance (which the vehicles already have anyway!) then charge your card for any issues that were not even your fault but had an old car with issues. They are not even paying the dues you pay to Liberty Mutual. I reported them to the California Attorney General’s office until I finally got the refund for an unauthorized and illegitimate charge, since their customer service is the worst aimed to be deceptive and they don’t even respond to complains filed on Better Business Bureau. So I suggest you take your complaints to the California Attorney General’s website to address them!
2 years ago
Michelle Perna Palm Beach Gardens, FL
Worst experience. Will never use the app again. The host basically tried to take me for a ride (pun intended)...I paid for a delivery fee to have the car delivered to me and dropped off at my location of choice...instead the host thought that meant I would be delivered to the car...she tried to get me to uber to the car and drop it off at her apartment...completely missing the point of the delivery fee...then when I told her I wanted to drop the car off early so I don't miss my flight - radio silence. And the cherry on top is that the app does even have a customer service phone number! You can't even call anyone! You have to message with like 7 different people to explain the situation, it was painfully slow, and by the time we got to the bottom of it they decided it was not appropriate to refund me. Hahaha this app is a joke. If I could give them zero stars I would. Avoid at all costs.
2 years ago
Kujo Links Longmont, CO
The idea of renting a corvette or mustang is appealing but I can’t get myself to retry this app.
For my birthday I paid to rent a Ford Mustang for a few days. I was super excited. I hadn’t really planned on making a purchase and when I made a turo account I typed in an anonymous name but when I filled out the form to rent the car I put my legal name. So weird name on sign up but legal name when I filled out the rental form. I drive all the way to the airport and arrived early to pick up the rental car. When I got there they asked for my ID. I showed it to them but they couldn’t rent to me or give me the car because my account name was different from the ID even though I filled out my name correctly when I paid for the car. My credit card I used also matched my ID. But they wouldn’t let me have the car. Ok, I can understand that. But my main issue was NO REFUNDS!! I made a mistake in filling out my account, ok but to not give a refund? Come on now! I didn’t even get to drive the car. I didn’t even see the car. I don’t understand why I couldn’t get a refund. They took $400 from me. Even a 50% refund would have been ok. Combine this with other reviewers saying that they got charged bogus fees (charged a cleaning fee when car was clean), it makes me not want to rent from them. But it’s pretty tempting when they have my dream cars on here. I probably won’t ever rent from them but it’s nice to look.
2 years ago
matthew haseltine VA
Booked a Jeep thru Turu in february 2022. First they require %100 payment up front unlike any rental company. Second we rented this jeep in Kona Hawaii, when we arrived we had to find a taxi to take us and all our baggage to to address of the host for pickup. Host was not there and did not respond to messages for 30 minutes. We finally pickup up the vehicle and it was very nice, but licenses plates were for Nevada. I know this vehicle was in Hawaii for at least 6 months because i booked it 6 months ahead so plenty of time to transfer registration to Hawaii but still Nevada plates. Who pays for that ticket if pulled over? Drove the jeep for the term of our vacation and when we tried to take it to a car wash to wash and vacuum on the last day of vacation everything was booked or out of order so we had to return it as it was. Mind you any rental car company anywhere expects to wash the car at the end of the rental and we rented this vehicle for 3 weeks so we paid around $2000 for its use. When we attempted to find a taxi to meet us at the hosts address to bring us to the airport we literally spent 2 hours trying to find someone to pick us up on our final night on the island. So we returned the jeep the morning of or flight stressed out about meeting the taxi and making our flight and turned the jeep in as it was, not clean, as we had driven it for weeks but certainly not filthy. we get home and get a lecturing email from Turu support about the cleaning the jeep and get charged $150 cleaning fee. On top of that they threaten to remove us from the app if it happens in the future, as if we will EVER use Turu again.
2 years ago
Janet Meade Pella, IA
Turo's customer service is the worst I've ever experienced. I have rented 3 cars for an upcoming trip and needed to make a change based on the fact that the Honolulu airport is no longer allowing Turo hosts to pick up customers at the airport. I got the pick up location changed to the host's home but had to deal with customer service for a long call with lots of hold time to get that done. Then they said I'd be charged $34.07 in sales tax which I don't really owe and that I would need to contact the billing department to get a refund. I've been on numerous chats for hours today. I finally got through to Jasmin in billing but just got notification that she has left the conversation. This company is the worst and I will never rent another car from them.
2 years ago
Parrot Sarnoso IL
First time I use this company, because our business car is at the maintenance shop. So we decided to try Turo, apparently it was cheaper than renting a car from Hertz or Enterprise.
After looking at several cars available in our area we decided to rent a Ford Ranger. We booked the truck Saturday morning to pick up Monday morning. We paid on line almost $500 dollars for a 4 days rent. Then out of the blue, the owner started to email us a lot of question, about our job, business reputation, experience, apparently he didn't like my face picture or my name, whatever the problem was, 5 hours later he decided not to book us.
I do not recommend Turo, apparently the owners do not like to rent their cars to anyone. Big waste of time. Big waste of my business time.
2 years ago
Malik Washington Clovis, NM
The first time giving Turo a try my rental car broke down 3 hours from my original start location. Any reputable company would understand and arrange for a way to get back to your started destination or agreed return location. However after hours of text, chat, and calls with customer service, the best they were able to do was provide a $50 Uber credit. I had to arrange my own way home and it ruined my trip and was left $400 out of pocket by getting a one-way rental with another company to get back home. I was under the impression this cost would be reimbursed because I was not at fault for the mechanical issues from the car after talking with a service rep. However, they decided they will only reimburse if I used LYFT or Uber even though there were none available where the car broke down. If you plan to leave anywhere more than 15 miles from the pickup with no LYFT or Uber and have problems, expect to pay out of pocket for any expenses. Horrible customer service. I could go on but these were my biggest problems.
2 years ago
Jill Danilewicz Chandler, AZ
My first two rental experiences were excellent. Unfortunately my most recent trip ended up being so regrettable because of the harassing and stalking nature of the host. She literally ruined my weekend as well as my family's. The host had the dashcam turned on and was set on record for the entire weekend which felt incredibly invasive, then there were her nonstop messages some of them starting at 4:25 am on a Saturday morning! At one point the car would not start because of a software update so I was stranded for two hours waiting to take my son to the ER, there were many other problems but her behavior was the worst of it. I am a 49 year old wife and mom with 30 years of clean driving history. I did report everything to Turo and they did nothing at all. I won't be using them anymore.
2 years ago
Jennike Kinser Bolingbrook, IL
I used Turo for the first time for a business trip. There were no cars available through my usual rental companies. My car arrived two hours late so I was sitting at the airport waiting and had to push out my client meeting. My customer was not happy. My rental also had a very dirty backseat and what I think was food smeared on the back windows. I reached out to Turo to request a partial refund for the issues and they were useless. They “have to protect the safety of their community”. What does that even mean??? The rental was not as promised and some refund/customer service is due. Zero customer service and useless contacting them if you have issues.
2 years ago
Claude San Francisco, CA
The app was easy to use to start. It was all negative from there - I'll keep this factual to leave out the bias. Tldr; it's probably great if everything goes smoothly. If anything out of the ordinary happens, and your the renter -- good luck. Given the car shortage, Turo needs to make sure hosts are happy; and will not do anything for you.
Here are events of my trip in chronological order:
1. Pick up the car, there is less than a full tank of gas, though host is expecting a full tank or will charge a fee. Host does not respond to message Re gas level.
2. Return car in an unattended parking garage in the most dangerous part of a city known for car break ins. The car cannot be locked if the key is left inside so I call Turo to ask if I should just do that, or if they have a policy for this situation. There are no specific instructions from the host Re what to do about the key or if it's okay to leave the car unlocked.
3. Turo support agent and I both try to contact the host - no reply. Turo host says to lock the car, and take the key and go on with my day. They will contact the host and arrange return of the key. This seems out of the ordinary so I ask the very nice support agent to send me email confirmation of all this in case I need to prove I didn't just randomly walk off with someone else's car key.
4. Turo host is gets very aggressive/insulting/threatening/racially demeaning when they find out I have their car key. I'll admit, this is probably strange to them; it was to me too; hence calling Turo to ask what to do. I try to explain I only have the key because Turo told me to take it; and I am trying to coordinate returning the key.
5. After the host request I return the key to her in person (which is an hour out of my day) and I agree; she says she is no longer going to communicate with me and will instead send this case to the claims process and have me pay for a "lost" key.
6. In the meantime Turo "executive" support is reviewing my case. They say I can figure out how to return the key, or mail the key once they confirm a mailing address. I tell them the host told me they will not correspond with me, so I'll mail the key, but can they please confirm the address.
7. I get an email that my account has been closed due to community violations, that I will be charged for the "lost" key. This is after sending a PDF of the messages between the host and I in the Turo app; and also snippets from emails from Turo -- where I was told by Turo to keep the key; and where the host instead of telling me when to go to drop off the key tells me they will file a claim instead. I'm not sure if she makes money when she "loses" car keys, but the host was very clearly not interested in actually receiving the keys back.
Perhaps I'm stupid or overly cautious to not have felt comfortable just leaving the key in the unlocked car in a high crime neighborhood. But this chain events sure was frustrating, and a good reminder sometimes it's best to hold off embracing technological "innovation".
2 years ago
Frank Kemsley Seattle, WA
HORRIBLE!!!!! BEWARE!!!!! I babied the car since it was owned by the person dropping it off and he seemed to be a nice guy. I parked the car off street and even in a garage the last 2 days. We took excellent care of this car. An hour after I returned the car I received a text asking about the DAMAGE to the car. From tires, to trunk, to body he proclaimed it was damaged. NONSENSE. His "laundry list" of damage couldn't have been done in a year of driving. Both my wife and I walked around the car when we picked it up and when we dropped it off. There was NO damage. My bad, I didn't take pictures. I thought something was up when I tried to tip him when we met for the return and he would not accept it. He had this planned all along. Another thing I thought was strange was he had us meet him in a parking lot both to pick up and return. I looked around and saw at least 3 cars that were EXACTLY like his. same color, same year and all were there to do the same thing. I thought this was his personal car?
Now they want $3,000.
Time to say that expensive 6 letter word: LAWYER".
2 years ago
Envoute Pompano Beach, FL
Be careful with commercial renters! Especially in Orlando.
I had decent experiences with Turo until this one. The rental itself went well, I cleaned the car, returned it on time in the correct parking lot and he was there to check the car and pick it up...this is where the issues started.
He charges you $47 insurance plus sales tax of 13.5% ...fine
He takes a $200 security deposit...fine...but weirdly charges sales tax on the deposit so $227..this alone is fairly strange.
But here is the part that really screws you over, when he returns your security deposit he doesn't return the sales tax, just the initial $200, so you are already out $27.
Then....if he takes anything out of the security deposit, he charges sales tax on those items as well.
So in my case he charge $35 cleaning fee (even though the car was returned clean)
and a $19 ticket fee for the parking lot (even thought the parking lot itself only charges a maximum of $10)
So out of the initial $227 I only got $128 back! Making this rental more expensive than a regular rental car. Stay clear of this guy or know what you are getting into.
Tried contacting him multiple times and always received answers that did not answer the actual questions I was asking.
Turo support is a joke. You speak to a representative who says they can't help as they need to forward it to a higher agent. They then email you with a generic response that points you to articles or back to the representatives who sent you there.
If you use a commercial host expect 0 help from Turo. I'm sad as I will now not use them again because of this.
2 years ago Edited February 8, 2022
Dave Swan West Sacramento, CA
I made the mistaken of renting from Turo. The daily rate I agreed to was $38. plus insurance. After my initial week I renewed three times.
Neither Turo nor the host advised that the daily rate had been raised to approximately $180. a day plus insurance, upon renewal. To add insult to injury, the car was filthy, inside and out when I picked it up and the trunk was full of junk. The dangerous tire warning light was also on. Because the host was late arriving at her own home for my pick up, I had no time to wait for her to deal w/ the various problems. I washed the vehicle later and put air into the low tire.
I've been reaching out to Turo for over two weeks and they have shown no interest in dealing with the issue. My only option is to try to find support from the SF Chamber of Commerce and CA Attorney General. If that doesn't work I'll see if the media is interested in Turo cheating an elderly customer (I'm 72).
There are other similar car rental organizations that I've heard good things about and I'd heartily suggest you use any of 'em before getting involved with Turo.
2 years ago
Milan Despotovic Kenosha, WI
We recently rented a car in Phoenix Arizona. We had been in touch with the host the entire time by text. A parking pass was sent the day before our return with instructions for dropping the car off. We followed them perfectly, to park and send pictures of the car and the parking spot. We have the receipt from drop off showing on time. We went to the airport and later that evening we received an email from Turo stating we returned the car 6 hours late and there were several fees incurred on our credit card. We notified the host who claimed he didn't receive the pictures, he even apologized that he wasn't in the area as his reason and sent us the email he sent to Turo saying to dismiss those charges. Turo dismissed only a portion of the charges. We emailed them but no success they said we didn't follow the rules even though the host admitted his actions were in error. This is quite a set up they have going here. We had a positive experience in our previous rental with Turo, this is partly the host as bad experience and also Turo for not taking care of this situation.
2 years ago
Jane Bourette South Yarmouth, MA
I had used Turo successfully for many years in many cities. All great reviews. Recently I had a car reserved for a trip that got changed with a months notice. I went in to change the reservation and when no response, I cancelled it. Then I tried to make a new reservation with my credit and it wouldn’t accept it. Suddenly I was locked out so I called them, and was advised I was restricted by their “verification”
Department and not given any explanation. I emailed and got a standard email with their policies. I had to contact the bank to get my money back. I am filing a complaint with the Better Business Bureau. Horrible service
2 years ago
Monty Kugler Tucson, AZ
Check out all the negative reviews! It's not the hosts or the cars, but Turo leaving you high and drive. The cars are nice, when you get them. But be aware, unless you pay for the highest insurance they offer for an overpriced premium (sometimes more than the actual car rental!), you are held responsible for every small thing that might happen while you drive it. I got a flat tire on the last day of my trip. Tried calling Turo roadside, but never heard back and nothing ever happened. Now I find that I am being charged complete cost of getting brand-new tire put on vehicle, plus an extra Turo service charge on top, for delivering the bill? I'm guessing if it was time to change the oil or do other routing maintenance, I would be held liable for those charges as well.
Keep in mind, unlike big car rental agencies, there is no fleet maintenance department with mechanics checking the vehicle to ensure it is in good shape. Turo is just a car finding service that charges fees for putting you in touch with personal cars being borrowed for a fee, regardless of condition.
There are folks that have short trips and never experience trouble, but if you look at the reviews you will see a LARGE amount of 1 star reviews (which really means 0 stars if we had the choice). The chance of something going wrong while you driving it is pretty high, and when that happens to you, know YOU will be held liable for any expense Turo or the owner want to impose on you.
As you've read elsewhere, there is no actual phone support from Turo. Even the host stated they are lousy to work with and bad communication, but only do it because it pays for the car payment
2 years ago
Shanlee Sandusky, OH
We rented a car and in the description there was no disclosure (as there should be in their terms for hosts) of any sort of tracking device in the vehicle. We returned home and I received an urgent alert from Apple that my phone was being tracked by an unknown AirTag. We searched everywhere and found it in the center console of the car. Since we did contactless pickup/drop off we had not met the owner to get any sort of feel about him. Not wanting to potentially be charged for damage, I did not remove it or turn it off. I did not get back in the vehicle after that. Upon return the host charged $150 for cleaning 3, yes 3, cat hairs off the floor. He even sent a pic. Turo gave both my husband and me the “this is not ok, I can see your concern and we will make sure it won’t happen again. But you do have to pay that cleaning fee”. So I feel my only option is a police report. Had that been an Uber passenger, they would have blamed the driver bc they don’t know those cars could be rentals. And obviously turo wouldn’t have their back. This is garbage. Thank god for screenshots bc we have all three conversations with turo to show. Not sure I would ever get in another car from them no matter what the host rating is.
2 years ago
Dee Monson Ankeny, IA
Very disappointed with Turo. Booked a vehicle with them in October 2021, now 3 weeks before we are to leave on our trip, our rental gets cancelled. Come to fond out the host sold his vehicle. Ral noce! Now we have to find a new rental and with all the rental car issues have to pay a ton more money. So Turo jad our money for 3 months and we get the shaft. Thanks a lot Turo. Will never book with them again. Crappy service!!
2 years ago
Nomoreturo Phoenix, AZ
The host gave me the wrong date for return and I trusted him since it was his car. Host showed up on my doorstep saying I was going to be charged with stealing a car if not returned. I called Turo and the rep said he talked to the host and said I could keep it longer. That was a lie because the host had a booking that he did not want to cancel. When I called back nothing was written in my account about keeping it longer. I feel the rep only told me that so I could stop complaining to him.
2 years ago
Aries Clarke Milwaukee, WI
My spouse rented from Turo 3x before with no issue, she cleans out the car, fills up the tank, & even puts a nice car freshener in the vehicle as if its brand new. The 4th time she rented a vehicle when it was time to turn it in she did the same thing but the owner complained of the smell (car freshener) & tried to charge my spouse a $250 odor fee. My spouse tried to dispute it & she was told to show proof she wasn't smoking in the car because the owner accused her of such. My spouse has a job that does regular drug testing & she doesn't smoke cigarettes at all so what smell could she has possibly tried to cover up other then presenting the car like it was her own as the rules state. Long story short my spouse was kicked off all because the owner lied & made something out of nothing. I believe she was money hungry & trying to pay on that ticket my spouse seen on the windshield when she picked the vehicle up a few days ago.
2 years ago
Kim K Golden, CO
I took one trip with Turo in Houston and it was great. So I reserved another in Seattle, but that was unfortunate. I had the car booked for a while and needed to change the pickup to an earlier time. My "All Star" host (their most qualified and dependable) said that he changed the start time for me and we were all set. The day before my trip, I checked and it was not changed. I contacted my host and he said his other renter extended her trip, so the car was not available. When I told him I was unhappy, he said "it's not my fault" and blamed me for not changing the start time. He said I could just cancel if I didn't like it. Before I had a chance, he cancelled it, so I was unable to write a review. I contacted Turo support via online chat and let them know what happened. All I got was a "we won't stand for that" and no action. Beware Turo, you are at the mercy of your host and no accountability. I'm going back to the rental car companies.
2 years ago
Gordon Brown San Diego, CA
Turo's business practices are deceptive, Rented a car but it was not clear as to where I needed to report to pick up the keys. Upon calling, I was told that the vehicle was to be picked up at a residence. That certainly was NOT made clear at any point during the transaction or on the receipt. An address for retrieval of the car was provided but not being from Las Vegas I had no way of knowing if the address was an airport address. More of a rub followed. Turo wanted $85 to get me to the vehicle to pick it up. Certainly nothing about that either. I hate being had so I cancelled the reservation. On you guessed it. My cancellation request was invalid because I had not cancelled within their 24 hour cancellation window.
2 years ago
BD17 Newport Beach, CA
The host was a no-show and customer service took hours and hours out of my vacation trying to find a replacement. 30 minute holds, disconnections, lack of knowledge...you name it. They were not trained and I was told there is no US based customer service. I had to speak with 5 reps who were just reading prompts and in two of the calls i could hear the family rooster crowing in the background. I'm all for outsourcing, but the agents need to be able to actually communicate and help resolve the issue. Finally i was told i would get a lesser car for more money! I made a stink and they finally reduced it to the amount of my original booking. But still, it was a very aggravating experience during a time i was trying to relax and spend with my family. My advice is to rent a car where the host has already had many trips so you don't have to deal with any customer service. If a situation comes up where you do, good luck because it is a time sucking hole of misery. And to have to deal with it while you are on a trip or vacation is less than ideal. Or just use Avis...
2 years ago
Kelsey Wong Salinas, CA
I thought I was getting convenience with Turo, but instead I got a nightmare and loss $300. Turo does not protect their guest. I rented a vehicle for it’s all wheel drive feature. However, when I picked up the vehicle, the Host was not present because he was at work. His wife gave me the keys instead. She was unable to answer my questions. I figured I could text the Host as I began the trip. I only traveled 2 miles, so I could use a bathroom, when the Host informed me his vehicle was not an all wheel drive vehicle. He apologized and I do believe he made a mistake. He said he could not give me a full refund because Turo only gives him about 40-50% of the total cost. I contacted Turo support and was bounced around and then hung up on. They told me I could return the car early, but would have to PAY a PENALTY. I will never use their service again.
2 years ago
Lisa B San Francisco, CA
My first rental with Turo was great, with a smooth rental and great communication (host was "Vadim"). I rented again and it was terrible, and the car owner ("Jackson") and Turo switched cars, lied and stopped communicating after I was promised a partial refund (which I never received) for the switched car and terrible experience.
I reserved a Lexus SUV and Jackson asked me to switch to an Audi, which was fine. What they delivered later was a dirty Toyota SUV that smelled, wasn't filled with gas and which had the check engine/"maintenance required" lights on the whole time. Jackson apologized at first and promised a significant partial refund, which I accepted. Then Turo delayed, but said the refund was in process. Then they denied the refund, said I had no proof of the issues (wrong--it was all documented in messages and photos) and stopped responding, as did Jackson.
DO NOT RENT FROM JACKSON OR TURO.
Too bad, the first time was great and I hoped to make use of the service again, but won't now.
2 years ago
Charles Caldwell Dundalk, MD
I've tried logging into turo 3 times now and cannot access their pin they send without looking for pin then must go back to enter the pin on a previous email. But reentering the email asking for a pin voids the pin given so they send a new pin voiding the pin they gave me.
I love the prices and vehicle selections but a reservation system less retarded may get 20%-30% more reservstions.
Sending a pin as a text so my email form requiring a pin may solve the issue. Or pressing the pin to enter where its required makes more sense.
I like the prices so I will try again someday. But for now are you an honest service or a scam?
Bought my Samsung A01 cell for its small size not knowing its memory belongs in a toilet with other waste. Next cell will have 256gb memory allowing using apps.
2 years ago
Betty Mississauga, ON
First time trying to rent a car and get this message. I have good credit score, no accidents, no criminal past and still this crap and they say they don't give out any reason it's their authoritative right to say I am banned for life but no reason .. this is exactly communism mindset. Don't ever use them or support such people or companies
"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"
2 years ago
Deb Hunter Seguin, TX
If I could give negative stars, I would, like 1,000. Horrible business.
I created an account a few days ago, got a rental confirmed for the end of December and everything, even messaged with the host we were renting from and it was all set and no issues, then yesterday, I get a notification that one of my drivers was denied (no reason they should have been denied as they have a clean record, etc.). Not 20 minutes later, I got a notification that my account was banned and rental had been cancelled and no specific reasoning as to why this would happen. I've tried to call and email to get answers and keep getting the run around with generic answers and saying they can give specifics. That's a bunch of CRAP. So really what they are saying is they actually have no grounds for doing this AT ALL! I have a clear record, great credit, etc. I rent from rental car places as I travel for work a lot. At least I see that I am getting my full refund, but now I'm concerned that they have all my information and I feel like they could be potential scammers. Seems fishy, sneaky, underhanded and suspicious this would happen all of a sudden with no indication as to why. HORRIBLE business and we were even referred by someone who is a host. I hope they don't get scammed like us.
No we are out a specific vehicle we needed to travel during a time frame it is hard to find something in general or even reasonably priced.
3 years ago
Mark Myland Orlando, FL
11/20/2021 - We have friends that use Turo when traveling. We decided to try it. My wife went on their website and reserved a Chevy SUV from Michael M in Tampa Florida. We live in San Diego. Got up at 3am to catch our flight, had a layover in Houston, got to Tampa at 6pm. My wife had been in contact with Michael a couple of times letting him know when we were going to be picking it up. The day we flew in, we could not get a hold of him. He did not answer our texts nor return our phone calls. It costs us $35 ($30 Lyft ride + $5 tip) to get from the airport to his place. He was nowhere to be found, it was now 7pm and it was not the safest neighborhood. If my wife were by herself, it would not have been a good situation. We called Turo, they couldn't get a hold of him and now we were at the mercy of the "Legit" car rental companies to hopefully get a rental. My wife called Lyft and back to the airport (another $35) we went. Was able to get a rental from Thrifty (BIG THANK YOU to THIRFTY) and headed to our hotel in Clearwater. Turo said they will reimburse us for the rental (really, I'd hope so, they were talking about giving us a credit for future rides, HAHAHAHA) and $50 more toward the Lyft charges. We wanted to leave a review about Michael M on their website so the next person would know, but there is NO place on the Turo website to do that. We even called Turo the next day inquiring how to warn others; we were told there is no way. Bottom Line: if you use Turo, you have no idea who you are actually renting from or what area you are going to be picking it up from or even if they are going to show. If it weren't for Thrifty we would have been in a real crisis; renting from Turo costs us two extra hours of an already long day and (as long as they follow through with reimbursements) $20 in Lyft charges (they would only reimburse $50).
3 years ago
Shannon Adkins Tampa, FL
Turo RENTER BEWARE! I rented a car 11/11/21 from Columbus OH. Got a flat due to debris on the road from an accident that had just happened on 11/11/21 South of Washington Court House on 71 South at 5:15pm The host was amazing the car was great the Corporate Company is AWFUL! Based out of California and their employees do not care that a family of 4 is sitting on the side of the highway in the rain for 3 1/2 hours it is not their problem! We finally found an amazing Tow Truck company to come help us and it was $556 I have tried for DAYS to get to speak to someone to be reimbursed, their solution it is the hosts problem go to the host! I paid for the additional insurance they do not care. The next person I spoke to said sorry the claim needed to be thru them the date of accident/damage I said I spoke to 5 people no one would help us his solution was go thru the host!
AirBNB stands behind their Hosts and if an issue arises they take care of it Turo will not doesn't care. This company will not remain in business as I have since seen many complaints like mine! So RENTER BEWARE the Corporate Company will not help you at all.
3 years ago
Wendy Q San Carlos, CA
When we discovered on the last day of our trip that the insides of the two front tires on the car we had rented via Turo.com were bald with the steel belt showing, we felt thankful to still be here and couldn't believe we were in this situation. The host of the car had been on the Turo site for a long time and had rented his car out many times...maybe too many times. We drove over 1,000 miles on steep grade highways with limited shoulders to pull off onto and few guardrails for safety throughout the state of Colorado. We also took scenic byways with sheer drop-offs, such as the Million Dollar Highway. Our trip ended by rerouting to a larger highway in order to locate a tire store. Finally, 5 tire stores and half the day later, we spoke with the assistant manager of a Discount Tire store. He advised us that the two front tires could blow out at any time and that the two rear tires were in the red danger zone, according to Colorado state law. We were able to get in touch with the host who paid for 4 new tires to be installed right then. The host offered to give us a discount on our rental for our trouble, but did not. We contacted Turo, but their only offer was to give us a $50. credit toward our next rental on Turo.com, which we have no desire to do. It is clear to us that policy and regulations need a good makeover. Please be aware that each host on the Turo.com site operates independently and may or may not take the full responsibility of renting out their car to the public with the best safety precautions. Be smart, stay safe.
3 years ago
Rebecca Solheim Washington, DC
I would give Turo a zero if I could. Turo came highly recommended by one of my husband’s colleagues, so we decided to try it for a special wedding anniversary trip - renting a Jaguar convertible from Tampa airport and driving the Gulf Coast for five days. On the day of our flight in October 2021, we woke at 3.30am to head to the airport for our flight to Tampa, only to receive an email from our Turo “host” canceling the car at the last minute. PANIC! How to get ANY other car during Covid-era rental shortages at this late stage in Tampa to get to hotel #1 in St Pete’s and then on to the other hotels along the coast we had booked? So much for our vacation… Thankfully, after much stressful online searching and a few early-morning calls, traditional car-rental company Sixt (the BEST company, BTW) pulled through and found us a BMW 8 series convertible, so a better car and at roughly the same price as Turo, Turo did give us a full refund after leaving us totally stranded without the contracted car, but we will NEVER attempt to use Turo again…
3 years ago
Heather Welch Simpsonville, SC
I had an extremely unsettling experience my 1st time using Turo & will never attempt to use this service again. The couple I tried to book a car with advertised “unlimited miles.” Long story short, when they discovered I was renting a car to go from SC to Ohio, they attempted to charge me more. I simply told them no thanks, suggested they should not false advertise & wished them well. My message was that simple. They proceed to send me LONG messages, telling me no need to be rude, that it’s their car & they can do what they want. My response was “I’m a businesswoman & simply providing feedback.” That was it. They continued to send me messages attacking me, telling me to save my “criticism,” “keep my emotions out of it & my snide little comment.” I was dumbfounded w/ their aggressiveness. I had to ask them to “please stop sending me messages.” Well they didn’t. They proceed to send me ANOTHER message after that, making smart, nasty comments & I could see they were still typing yet ANOTHER message, so I literally had to close my Turo account to get them to stop. I looked at their ad on Turo after I deleted my acct and they had changed their “unlimited mileage” to charge for miles over 600. They did not handle the constructive feedback well & will ultimately result in Turo losing quality customers going forward. Sorry about this long post, but the experience really was unsettling. (**This was a white 2016 bmw 3 series, under the name Patrick, near Greenville, SC. He has 5 star reviews, but these were only from the ppl who rented the car locally. You cannot leave a review of the host if they decline you, as in my situation, even though I was approved by Turo. He knew once he declined me that I could not leave a review on his page, which is why he proceeded to harass me after that. It was truly unbelievable & I sent screenshots of the exchange to Turo Customer Service). I would have booked another car through someone else on Turo. However, this experience was so unsettling, that I will go through a rental car company from now on.
3 years ago
Martin Palo Alto, CA
I would give 0 stars if I could. I was falsely accused of damages I did not make. I am still fighting this $1.4k damage claim. The host claimed 1 hour after I dropped the car off in a parking lot per the host's request that I damaged the rear bumper. I had already uploaded photos after the trip clearly showing I didn't commit these damages. They also are trying to charge me for previous damages in which I have provided close up screenshots. As well, some agents are saying you can't clearly see the damages but I am held liable, and some are saying you can clearly see it, but when asked for photos of it, they cannot provide any and just say the damage is there, even though the picture has no damage. They just take your money to avoid a setback from the host.
3 years ago
Review Source
Mark Jones Miami, FL
Hosts beware!
Hosts beware!
I rented my Chevy Express for 3 days. When it was returned, the renter exceeded the mileage limit by over 300 miles and the interior was completely trashed. I submitted an additional invoice to the renter per Turo’s instructions. The deadline came and went and the renter simply ignored it so the claim was “elevated” by Turo. This morning, I received a notice that Turo denied my claim because I did not submit pictures PRIOR to the rental. I sent before and after pics of the odometer but neglected to take before pics of the interior. (I didn’t think the interior pics were needed since the van was new. Besides, no one would have accepted the van in the condition it was when it was returned.) Nevertheless, Turo denied the claim for a second time.
So, I’m out the $53 cleaning fee but I thought I would get reimbursed for the mileage portion- NOPE! They didn’t even give an explanation for the SECOND denial!
If it’s THIS hard to get reimbursed for excess mileage and a cleaning fee, imagine what would happen if the renter had an accident.
3 years ago
