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Raffi Laguna Niguel, CA
Turo is misleading and uses false advertising. I went to rent a car on Turo and found one for $27. I went to book for 3 months and saw there was a 30% long trip discount, great!!. I went to book and saw that the trip ended up being $27 per day plus their trip fee. I went on live chat and the agent told me that $27 was the discounted long trip fee which simply is a lie. The listing on the main listings page says $27 per day. It doesnt say starting at $27 nor does it say restrictions apply. I asked the chat agent to find me one single day in next 12 months where car was available for $27 as advertised and guess what, he couldnt. I went to 15 other listings and found same thing. The advertised price per day is not available. Its only available after a 30% discount for a 3 month trip which most people wont do, so wheres the $27 being advertised.
Very disappointing as the idea behind Turo is great.
I also see the trip fee (Turos fee) is completely random. On a $31 car it wanted to charge me $8 and on a $40 car it wanted $5 only. Makes no sense.
5 years ago
SJ Kansas City, MO
A tiny crack in the windshield cost me $250. My complaints are: 1) Turo makes the person renting the car guilty unless they can prove innocence. The photos I took at drop off of the car don’t show one way or another whether there is a crack, and likewise I can’t tell you whether or not it was there when we picked up the car. But Turo’s logic is that since the pictures I took don’t definitively show the absence of the crack I’m responsible for it despite the fact that the car sat in a public open air parking lot where I was asked to drop it off. Presumably any damage that happened while it sat there if i could not 100% prove with my photos I didn’t do it I would be liable. I took a bunch of pictures of the car when I dropped it off but glare and other markings (like bug splatter) make it extremely difficult to “prove” anything (outside of extreme damage) to Turo’s satisfaction.
2. In the case of this windshield crack I took it on good faith that it did happen while I was driving even though neither I or my passenger heard or saw it occur. I figured it would be under $100 to fix as that is my experience with fixing very small windshield cracks. The car owner too said hopefully it will be cheap because it’s so small. Cheap is relative but I got a bill from the owner through Turo that said the parts to fix the crack were $8 but the labor and a $20 mobile fee (I assume to come to his house) brought the total to $168 and change. Also Turo charges both an appraisal fee (which I wasn’t charged in this case bc there was no appraisal) and up to $150 for a "processing fee" for any claim filed against you. I was charged $75. Thats what brings my total to $250. Keep in mind that even if insurance covers some portion - they won’t cover the Turo fees. Turo’s customer service is also abysmal - they encourage you to communicate with them through email and the rep assigned to me doesn’t respond for days at a time. If you want to talk on the phone with someone like I did you’ll have to schedule it days out and even then they give you only a 15 minute slot for the conversation. Ridiculous. The rep also repeats the party line for the company and is not there to help at all.
3. Lastly, when I told the car owner I was angry with the situation his message back included passive aggressive comments aimed at me as a person rather than the situation. I will never use the app again.
5 years ago
Jessica T Jordan Augusta, GA
I really loved this app and I cannot wait to use it again. This Turo would have saved me a lot and helped me more....a long time ago if I would have known about it.
5 years ago
Brian Devany Austin, TX
I signed up and submitted all documents, but was declined because my insurance score was too low?? I haven't had a speeding ticket in 8 years and have never had an accident with over 35 years of driving experience. I reached out to customer service and they could give me no details (a pattern of "secrets"). They asked me to provide a host of new documentation including holding my driver's license up to my face and take a selfie. My complete driving record for the past 7 years (sure, everyone carries that in their hip pocket), the front and back of my driver's license and they had to be able to see the corners of both pictures, same thing with my credit card, and a scanned in copy of my insurance ID (despite Turo supposedly insuring themselves). I seriously felt like I was on candid camera. They then told me to expect a response within an hour and the rep said she'd do everything she could to expedite. I explained that I had an urgent business trip the following morning, so if they aren't going to be done within the hour to let me know so I could rent a car through an agency. She said it would be 1 hour but could take up to 24 although that was not likely. I didn't hear anything in the first 4 hours so I wrote back to follow up. Again, they'd put a rush on it and they had people working 24/7 so at the very least it should be done by the time I wake up. Nothing in the morning so I reached out again. I was told they were still "working on it" but they would expedite and they told me they'd send me an email right away to stay in touch that way. 2 hours later, no email, no update. I reach out again. This time I was told right away that they'd transition the communication to email. I asked for a phone number so I could speak to a human being. They don't provide a phone number. No email again, so I reached out again. I started out by telling them I'm beyond frustrated and wanted to chat with a supervisor. After waiting 5 minutes, the rep said, "I'm sorry, my supervisor is getting many requests, he can't chat with you right now." I said I'd wait. Then, he said, "He's not going to chat with you, but he'd email." fine. 2 hours later, no email. I reach out again and asked for the supervisors name. They don't give out "personal information". Personal information? I don't want his cell number, I want his name. Nope. Once again, they'd email. An hour later after no email, I reach out again. The rep said, "I can see this is taking a long time". I asked why. She said, because they have to review my documents. Seriously???? It would take a 5 year old 5 minutes to review the documents. Let's get the show on the road. Can someone please start a competitor to these yahoos? Seriously, all you'd have to do is treat your customers like human beings and you'd absolutely own this market! Really pathetic customer service.
5 years ago
Margie colunga Kyle, TX
Great first time experience I really enjoyed this app and to the people who trust us with there vehicles so we can visit family or take a trip. Thank you to all
5 years ago
Bullock Lompoc, CA
If I could give zero I would. Stick with well known or National Co. Once Turo gets ahold of yr CC # you are screwed. The ONLY responsibility for host people is to drop off their car. You are on your own. They boldly advertise "Free Cancellation" within 24 hrs. Little do you know the hosts Only responsibility is to drop car off. They DO NOT notifyTuro of cancellation, but collect ALL $$$ including anytime that was cancelled. They tell you to contact Turos app. It is Horrible, no contact info, crashes or unable to access entirely. Even though owner has collected ALL yr $$$ they still will charge you for gas & whatever else they want. But then say it's all up to Company. Especially look out for those who rent their cars out at airports particularly Milwaukee, WI, Logan is his name. And Turos Customer Service if you can get it is via email. If you have poor reception you are out of luck. Won't recommend this Co to my worst enemy.
5 years ago
Mauricio Sherwood, OR
This was my second time using Turo for vacation car rental. The process is fast, reliable, and you are in contact with real people that want to help make vacation enjoyable!
5 years ago
Allison Atlanta, GA
Horrible! I paid for a car for one week turo canceled at the last minute and said I needed to do a verification. I had to send in pictures of myself and my aunt holding the credit card and DL since it was her card from 09:00 until now 11:16 pm I went back and forth with different people on a chat and kept giving me the run around my first and last time ever using them!
5 years ago
Coleman Kenimer Ball Ground, GA
The person I rented the car from was great. Very helpful, and knew what he was doing. The fact that there is a charge after 100 miles is ridiculous. I will not rent a car through Turo again, do to that I will not rent from Turo again. I had to drive the car from Atlanta to my house, which ate up most of my 100 miles.
5 years ago
Eugene S. Farmington, MI
WORST CUSTOMER SERVICE EVER!!!! This must be the WORST customer service I’ve ever experienced. A lugnut snapped off while I was changing a flat tire on a rental. I was more than happy to pay for a replacement. I received a bill one month later for $2,000 with no notice or explanation from one of their agents. I immediately replied twice within 24 hours attempting to dispute this claim. I was instead ignored for OVER A MONTH, as no one from their company ever replied to me. INSTEAD, one month later they charged my account for the full price with no notice again. I was immediately frustrated and furious and tried to contact their customer support. I was told a manager would get in touch with me as soon as possible. INSTEAD, a whole week went by with no one contacting me, so again I had to be the one to reach out to them and ask why no one was responding. A supervisor finally replied back. I explained to him why I was frustrated, and once again I hear no reply from them to this day. They completely ignored me, took my money, and still continue to ignore me even after I’ve reached out to them several times in attempt to dispute. God forbid something happens to you while you are using their app and you have to go through customer service because it will be impossible for you to get in contact with anyone.
5 years ago
JAG Woodbridge, VA
They have hidden fees. All the host are not required to display the same information about their rentals. A $24/day rental, for 1 day, ended up costing me $241 because the owner was misleading on the details of the rental and milage. The car was a 2012 Hyundai Accent. It was dirty at pickup and the charger port for the car charger did not work but was not mentioned in the listing. Imagine going on a road trip and not being able to charge your phone while on the road. I disputed the claim however it was process for the additional $203 plus a $5+ processing fee and the owner submitted fraudulent pictures of the milage, they didn’t match the pictures I had. I could have just rented from a major brand and it still would have been cheaper than this. Check the reviews of the company before you rent.
5 years ago
Mary Hollihan Boynton Beach, FL
Rented now with Turo twice, and both times have had excellent experiences! It's a great, affordable and easy service to rent ANY kind of automobile that you may need!
5 years ago
Obed Rodriguez San Antonio, TX
I got scammed by my host when I requested to have my trip cut short. He assured me that he would approve the trip modifications. When I realized that he hadn't, I trusted that Turo Support would be able to handle it. I ended up calling on 2 separate occasions and given the same sympathetic responses with them reassuring me that they would look into it. I called a third time for a refund request to no avail. I have begun an email chain with Turo Support demanding a refund and they simply stated that they spoke with the host and didn't find "sufficient evidence". I recently have emailed them again sending them a screenshot of my Lyft ride picking me up from the host's house and therefore proving that I met with the host and had dropped off the vehicle 2 days before my trip had ended.
Overall, I have been scammed by a host and Turo Support is utterly and completely useless. Furthermore they make it very difficult to reach them by phone with all the diversions made by the answering machine to 'check the website' for more detail.
5 years ago
Scott Young Thousand Oaks, CA
The worst customer approval process. Ever.
Absolute incompetence. I could not have been more patient the weeks before our trip back East, waiting for Turo to approve (actually just reapprove) me as driver.
Fourteen... Count them... 14... attempts to submit my information online. Turo's application locked in driver's license issuance date. Not a big deal, right?... Emailed them copies of my driver's license... Over and over. Turo could not fix this glitch in their software, and could not manually work around, to get me approved as a driver...
Result: my sister was forced to drive in rainy nightime conditions on roads she was not familiar. Terrifying for everyone.
Turo failed to resolve a dangerous situation they knew about weeks in advance.
Will never use them again.
5 years ago
Kent Charette Bellingham, WA
First the car I rented wasn't available the day of my arrival, called Turo to get my car replaced and waited on hold for almost 40 minutes then I was disconnected and no one called me back. Was forced to rent a car I didn't want because I couldn't wait any longer for Turo to try and get me a replacement. Supposedly I was told I would get a 25% refund and still have not seen that from the guy who I rented the card from and Turo was suppose to give me a 50 credit I havn't seen yet either.
5 years ago
Keyvan Los Angeles, CA
The car was clean and good enough. It was worth the price on the rental. The gas millage was amazing and Marc was very responsive and kind for accommodations. Thanks Marc!
5 years ago
Eric Dallas, TX
It was a great experience, and everything was delivered as described. My house was very polite and timely, and the car was immaculate. I would definitely use it again.
5 years ago
Misha
I love the idea of doing everything on the app. My frustration was that when the a/c in the car didn't work, I took it back. It worked for all of 10 minutes and then it stopped again. By that time, I had to leave for work. There was no other car I could have and no one offered anything for the inconvenience. I feel like mechanical issues should be addressed before renting a vehicle to someone and if things happen, find a way to compensate renters for their trouble.
5 years ago
Rick Spring Valley, CA
Renting the car was very easy and went well, had some problems app, couldn't get the paperwork needed for my grandson to take his driving test, besides that was a very good experience
5 years ago
Bubba'sGypsy Lake Lure, NC
This was our 2nd time using Turo and both experiences were incredibly smooth and easy!! Will definitely be using Turo again and recommend it to everybody!!
5 years ago
Nate Adar Columbus, OH
Very cool experience, I got to drive a Porsche Macan for the weekend and the person I worked with was very cool. Much simpler experience than renting at a rental place.
5 years ago
Thomas Ferrer Lawrenceville, GA
1st time using the app... The app must have changed my pick up / drop off address. I noticed 15 minutes before my time that I was 9 miles away from where the car was and ended up having to take a Lyft for $11.71... was not in my budget. The owner of the car said it would be $120 to change the location of the car drop off / pick up... He was nice, but I was not really satisfied by this experience.
5 years ago
Doug P Pebble Beach, CA
Very easy to select and reserve a car - everything went smoothly and the car and owner were just as advertised - easier than renting a car at the airport!
5 years ago
Allison Alexandria, VA
Great concept- Turo charges a daily fee on top of the rental price though, so even though it may look like a good deal, after the fees and insurance it’s cheaper to go with a standard rental car from an agency.
5 years ago
kaai Kailua-Kona, HI
Aloha,
Turo was really easy for our first experience and convenient. Our host met us at the airport showed us the ropes and let us on our way. Drop off was also a breeze.
5 years ago
Nikiya Los Angeles, CA
I would NOT suggest Turos services! Here's why: I signed up for membership and all was fine, I found a car, booked and --> paid for a car, all was fine, I messaged back and forth with the host 2 hours before pick-up and all was fine, I took several buses and a train accross town to pick up the car only to find noone present at the pick-up location. I tried messaging the host but found I was unable to log into the website or the app. I found the customer service number online and called while standing outside of a parking lot where I looked very suspicious and felt very vulnerable as I was not truly able to explain why I was there since this was an informal car rental. Customer service very casually told me that my membership had been denied without reason, keeping in mind this "membership" denial came after a full booking where payment was fully collected and I'd already traveled accross town. I am still unable to find terms of "membership" during the registration process as someone else I know went through the sign up just to see. Additionally, if there was a process for membership approval, why was my money collected and a booking completely allowed BEFORE my membership was authenticated? I was told that I would receive a refund but the refund could take up to 10 business days and there is nothing I can do about it after trusting this website/app. Process, unacceptable. This is not an experience that I'd suggest anyone go through.
5 years ago
Anna Schneider Fort Worth, TX
We recently rented a 2006 Toyota Siena on Turo. The car was NOT as advertised on the host's profile. The car was in terrible condition. We are very turned off by our experience and never plan to rent from Turo again.
When I called Turo customer support after our trip, they would not do anything to make this right. Very disappointed in their customer service.
Car was advertised as "The Sienna is smooth and clean! Great tires and maintained! The sienna has every option available including GPS and back up camera."
We understand the car was a 2006, which meant it was likely to have a lot of miles, but the description and car pictures were very misleading on the car's condition. We would have never rented this vehicle if we knew how bad of condition it was really in.
ISSUE #1: the car was disgusting on the inside. The carpets were gross, cup holders were sticky, stains everywhere, torn seat cushions.
ISSUE #2: there was no GPS or backup camera on the car as advertised
ISSUE #3: The tires were not in good condition as advertised - the front two tires were bald tires and was a threat to our safety
ISSUE #4: The "maintenance required" and "low tire pressure" lights were on the entire trip.
ISSUE #5: The passenger sliding door was very hard to open and close. It took a lot of pulling to get it to open/close.
ISSUE #6: The car smelled of bad fumes when running
ISSUE #7: We scheduled to pickup the car on 8/1, but the owner dropped the car off two days early and made us pay $21 to get it out of parking.
ISSUE #8: We paid an additional $90 to borrow three of his carseats, but one of the seats was not what we requested. We asked for a convertible car seat but he gave us an infant carseat, that didn't have the right weight requirements for my child, which endangered our child's life.
ISSUE #9: The front headlight covers were very foggy and made it hard to see at night.
ISSUE #10: Trunk liftgate support (passenger side) would come off when opening the trunk, which made the trunk close and hit our head. The liftgate was able to be re-attached, but it kept happening.
At one point in our trip, we felt like we should not drive where we wanted to go because we were worried the car was not going to get us there safely.
Before we left on our trip, my husband and I were touting how awesome our Turo experience was last time. We referred several people to Turo before our trip. But after this recent experience, we don't ever plan to rent from Turo again and will not be recommending Turo to our friends anymore.
5 years ago
Rosemary Monroe New Orleans, LA
I spent about an hour on an online chat with someone sending a ton of requested documentation, including having to take a selfie with my driver's license and sending the license separately. I even had to spend money to get my driving history printout from the DMV website. I am insured and I have an excellent driving history. However, they still denied letting me rent a car at a time when my car was broken and I really needed it. On top of that, they would not give me an explanation. The customer service person told me I would have to contact someone on chat and then the chat person told me I would have call customer service. No one could get me a supervisor. Nothing about all of this makes any sense.
5 years ago
Steve Broomall, PA
I had a rental cancelled by the "Four Star" owner 36 hours before my scheduled arrival because the vehicle was broken down. I had asked several weeks prior that I be advised if issues arose, but he gave no indication of any problems, even though I learned that it had broken down a week before. He only let me know about this after I sent him my arrival information and phone number so he could let me know where to meet to pick up the vehicle.
There was not a thing I could do about this. You have NO recourse but to scramble for another rental if this happens. There's no corporate accountability or policy.
5 years ago
Jerome Young North Las Vegas, NV
We had a great first time experience with Turo. Cal accommodate our needs. We will definitely rent through Turo again and with Cal when we make our next trip back to Seattle.
5 years ago
Dani Reisterstown, MD
I made an account with them recently. Spent quite some time looking through my options over a couple days, reading reviews of hosts, etc. I finally booked a reservation and everything seemed okay. I ended up discovering that I could get a discounted rental with Alamo through my Costco membership, so I booked that. I signed into my Turo account to cancel the trip, and it said "You cancelled your trip 20 hours ago." I definitely had not cancelled my trip in the middle of the night when I was sleeping, so I contacted them thinking that my account was hacked. Then I decided to see if I had an email with a timestamp, and I did in fact have an email from them saying that the car I chose was no longer available and the reservation had been cancelled and a refund was in process. It did not say whether Turo or the host cancelled it. I went back into their support center and sent another message to disregard my concern about being hacked. An hour later, I got an email that my account had been closed with no explanation at all. I googled this to see if it had happened to anyone else... shockingly, there are multiple reports of discrimination by Turo. A host even said that he used Turo for months before he uploaded a photo, and his account was randomly closed within weeks of uploading the photo, despite having all 5-star reviews!
I did upload a photo and I am a minority. I have no criminal record, no tickets in the last 4 years (only one EVER), no accidents, and I am a government employee with a security clearance so I am confident that there is some form of discrimination going on because there is NO other reason for this. Multiple reviews/complaints that I read online about Turo said that they blatantly tell people that they do not disclose their account review process.
I am EXTREMELY leery of this company having my information. I entered my driver's license, my home address, my credit card info... and they just randomly closed my account? It seems incredibly suspicious.
I am waiting to make sure I get my refund of $160! Luckily I used my Amex to book this, so I will contact them for a dispute if I have to. DO NOT TRUST TURO.
5 years ago
DC Colorado Springs, CO
TURO absolutely RIPS OFF their hosts, and renters.
I have 3 cars including an economy car and 2 luxury cars that I rent on the side, not full time, and those are 3 of 5 cars I own. 5-star host with 60 trips.
TURO's customer service is mediocre at best.
I have talked to one maybe 2 reps who don't have an attitude. One representative in the "escalation" department, named Ashley M, told me "you've been talking for like 10 minutes, is it my turn?!"
TURO's "insurance" is worthless. They mark up everything, hide fees on the renter's side, and takes full advantage of their Hosts. Their take is way more than just 25% of the trips (or whatever they say they are taking based on your selection).
In fact, I have had trips where I've seen the guests total and Turo takes more than double the trip fees I get. Things like underage drivers, they collect a fee for these high-risk drivers, and keep the fee without sharing any of it with Hosts who take all the risk renting to younger drivers.
When I have rented, I have been disappointed to get into cars that have mechanical issues, that are dirty, and that smell bad.
I keep my cars immaculate, which I know from experience is not the norm for most other hosts.
Bottom line, TURO is a company that takes blatant advantage of people wanting to rent a vehicle. Most just don't realize it yet.
5 years ago
Tiffany Phelps Westlake, LA
I am so upset that this is what I spent my money on as a birthday present to my boyfriend. He’s always wanted to drive a Porche so I took all my money I saved to spend on vacation and rented a Porsche for him to drive. It was nothing short of a disaster of a car. It started out with small things ... horrible windshield wipers, a speaker that rattled to the point we couldn’t listen to music...within 10 minutes on the interstate it was evident there were more serious issues. My boyfriend is a mechanic and he said the degree to which it was pulling to the right indicated something badly needing fixed under the car. We’d been driving an hour and the oil pressure light came on. Before the end of the night, the fuel cap light and check engine light had joined the oil pressure light. The back driver door did not open from the outside and two different valet drivers reported issues with the car starting! I will stick to renting from chain rental companies if this is the quality I get when I pay over $200 a day to drive a nice car! Saddest part? When we got back in our MAZDA we both agreed it was a 10 times nicer ride than that of the poorly maintained Porsche I spent my entire vacation spending money on to give my boyfriend something special.
5 years ago
JBee San Pablo, CA
I had two poor experiences with Turo - both rentals were canceled by the host the day of. The second rental was when I arrived at the airport for a vacation and the car was not where the owner said it would be. Customer service instructed me to rent a ‘third party car’, only to find out (weeks later) that they would only reimburse me up to $300. Now I’m left with a bill 3 times higher than what I originally reserved via Turo.
Customer service was patient, but told me they were making it right my refunding my original payment and covering $300 of my 3rd party rental—I don’t agree. Of course same day rentals are expensive, that’s why I booked beforehand!
5 years ago
Christopher Kashap San Carlos, CA
What a great service, app, interaction, and person to person transaction. Love that I'm supporting a private car owner instead of a rental car company.
5 years ago
Vick Woodland Hills, CA
I have been a host on Turo renting my 2 vehicles out for the last 10 months or so. I can very comfortabley say that they are a huge fraud when it comes to coverage and claims. I have always opted in to their premium insurance coverage which is technically supposed to cover any and all damage over 3 inches on your vehicle during a guests trip. Unfortunately this is a complete sham, lie, and outright false advertising. On several claims that I have opened to be reimbursed for damages they have denied them leaving me to pay out of pocket making the whole business venture a complete waste of time. They always respond to a damage claim by stating it was already there or "pre existing damage". So basically if you have some dirt or debris on your bumper let's say and a guest goes and clips your bumper on a steep driveway or hits some thing, they will send you photos of this dirt/ debris from your archived photos that does not even come close to the new damage and tell you the bumper was already damaged and that your claim is denied. It's sickening and outright rediculous! Their claims department is run by a bunch of incompetent and inexperienced people who are trained to say no and deny you of their advertised policy. In my case these 10 months worth of earnings are now going to my vehicle damage repairs that they denied thus making me a guinea pig for their operation. They use and abuse hosts. Do not be fooled by these people, they are making million s off of us hosts who end up spending our earnings from them on repairing damages that they are legally responsible for. I smell a class action lawsuit very soon. I am disgusted by how they are still in business.
5 years ago
Jane Halstead, KS
If you do not need to use Customer Support for Turo, you might be fine...but if you do, it is awful. First, we had a terrible time getting my husband as an approved driver. I did fill out the form wrong, but after 2 weeks of talking to Customer Support and sending photos, we were still no closer to getting him approved. The car owner finally intervened on our behalf and he was approved only a few hours before our rental began.
The owner of the car mentioned a rattling sound with the A/C, but she had it checked out and it was "nothing to worry about". Five days into a 10 day rental, the noise became louder. We contacted her and told her. My husband has a degree in auto mechanics and has worked as one. He was worried about the serpentine belt breaking and we mentioned that possibility to the owner. She told us not to worry and to keep driving it unless "the light comes on". Three days later, the A/C stopped working and soon after that, the car started to smoke under the hood. We called Turo and they asked if the car was still "drivable"? Well, yes it was and no light was on, so rather than stopping on the side of the road, we continued on to our destination at a hotel. Once we stopped there, the serpentine belt did break. We also contacted the owner and she agreed to have the car towed back to where she lived. She also told us that the Turo representative promised that they would deliver a car to us for the remaining three days....never happened. In fact, when I called Customer Service, they told me that they couldn't do that but they could give me a 50 credit toward the rental of another Turo car....but who would want to rent us their car just to have it dropped off at a far off location? We ended up wasting 4 hours of our vacation time getting another car from an established rental firm.
Also, the Customer Care representatives are VERY difficult to understand and lack common sense. One told me "No worries" but it would take 3 hours to 3 days to approve my husband for rental when we were 4 hours from picking up the car. Another one told me to "document" that the A/C was not working by taking a picture of it.????
I will never use them again!
5 years ago
UnhappyCustomer3455 Lexington, MA
I tired making an account and it took over 2 weeks. The support sucks and supposedly they verify you legit to drive with your license, but they don't verify anything. I'd be worried if there's ever an accident.
1) Verify: they never solved the problem as to why I couldn't fill in my driver's licence number to get approved (below) so to try something random I changed my issuing country from USA to USA outlying islands. It worked. I'm from Massachusetts.....
Got the idea because entering my state caused my ID number to be invalid. But the other countries didn't require as much info as USA. Even the "USA outlying islands" option didn't need me to specify where I came from.
So they don't verify anything. Totally able to lie about everything on the site. I'm not sure i trust them or insurance.
2) Support: The website wouldn't let me input my driver's licence number. I've been emailing and calling turo but no help.
First, contacted support on the website and he asked for pictures if myself, my licence, and my credit card (all with the numbers covered). Then no response. No response to follow up email. Tried website support again and no response. Only phone number I could find was from other reviews on Google and they send me to a text help service (first text response came after 1 week). I called Canada support number and they got me to an actual person in the USA. He was nice and said he expected my problem and gave me the verification team email. Said wait 48 hrs for reply. I did and nothing. Emailed verification again and nothing. Text help got back to me today and useless info.
5 years ago
Steve Stillman Canutillo, TX
Great service Jamie was there when we arrived van was clean and well maintained. Thank you Jamie and Turo for a great experience. Until next time
Steve
5 years ago
Akshar Gupta Seattle, WA
I am a host at Turo. A customer rented my car and when he returned , it had a very strong weed smoking smell inside the car. The car also had scratches in the inside near the door , a place that is rarely covered in the any of the pictures. Turo support is the worst as they took 3 days to reply to any sort of communication. Every reply came 2-3 days after my question. They do not have a phone support hat you can reach easily and their support works for a small number of hours everyday.
Their policies are extremely biased. I was told that the maximum fine for smoking is $150 and that is IF I CAN PROVE USING PICTURES THAT THE CAR WAS SMOKED IN. How do take pictures of a smell. I asked them to come and small the car if they want.
I am never hosting with them again
5 years ago
Matthew K Los Angeles, CA
BEWARE! I rented a car through turo, documented photographs after picking up and dropping off. The car was damage-free when returned, and the pictures I uploaded reflect that. Host checked the car as well at the time of return and gave me a good review. 16 hours later, hos claims that I caused damages to the car. I have been going back and forth with Turo for 6 months now to tell them that they're not making any attempt to make a fair decision about this claim and we have gotten NOWHERE! The rep that I've been emailing back and forth just tells me to call turo. I made 5 calls politely asking for help with this case - they hung up on me 3 times, the other 2 said "supervisor will call you within 24 hours" but no one ever called me. They're just playing monkey in the middle with me now and I will be contacting the attorney general.
5 years ago
Keval Patel Miami, FL
Very bad customer service. If you use your spouse’s credit card they put you in a 24 hour purgatory of verification even if it’s the same number as yours.
Then I tried to pick up the car as a named second driver and would not give me the car even with owner approval. Cost me 125 for an Uber and now have to find a way to get a car tomorrow.
Awful customer service
5 years ago
Unhappy Beaverton, OR
DO. NOT. USE. TURO.
Warning, from a victim of Turo. After not being able to get in contact with the host for 15 minutes after the set drop off time (causing me to be late for a flight) the owner finally reached out and said that they were out of state and a friend would pick up the car. Huge red flag! Later that evening the third party driver, whom I’m guessing was not an approved operator by Turo, uploaded pictures and the trip was completed.
Over 24 hours later, new pics were uploaded with a damage claim for damage I did not cause with the car in a separate location. Despite completely contradictory evidence from the photos initially uploaded, the photos and the car being driven by a third party, Turo still charged for the damage without even reaching out directly.
Posting this horror story to hopefully save just one person from making the same mistake. Go with a rental company and save yourself the headache!!!
5 years ago
Flexi Longmont, CO
Will never be able to use this again! I set up an account on turo to check out cars, I didn’t intend to actually rent a car so I used my nickname as my name as I usually do, but then I saw a sports car I really wanted! So I submitted my license and prepaid and everything, kinda rushed through, eager to pick up the car two hours away at the airport to drive for a few days for my birthday, and pay to leave my car at the airport. Like a birthday treat! So the weekend comes I drive 2 hours to the airport, park my car and make my way to pick up the sports car! Very excited as I see the car is being cleaned up. The owner or company that owns the car asked my name, I told him the name on my license. Well, I guess they registered the car with my nickname on turo, not with the name on my drivers license. So he couldn’t let me driver the car unless my license matched my nickname on turo. He then said that it’s in the rules that the names must match, but I mean, my nickname listed on turo was ‘sexypants’, so clearly that wasn’t my name and when I filled out the form to apply for the car I used my real name,m. I personally just don’t like using my real name online. So I said ok, and if I could have a refund. He said no. No refund. I prepaid for several days with this car amounting to $500! I even tried to talk to someone at turo, couldn’t reach anyone. So I lost money and didn’t even get to drive the car. Not only that, on my way back home, a headlight fell off my car and crashed on the highway and I had to find money for a new headlight. So I guess I learned you must make sure to read all the rules before signing up for something. Turo has some nice cars but I’ve heard other bad reviews too about people getting charged unfairly and such, and then my experience, I’m kinda hesitant to use it again. I of course deleted my account that day.
5 years ago
Ebonee Burnes Phoenix, AZ
Beware.... You are not covered under the insurance coverage they provide you with Liberty Mutual. Even if you don't have a car, buy insurance to cover you. Last October I had an accident in Turo vehicle and accident was other drivers fault. He ran red light and I reported everything to Turo right away, including the police report. Insurance wouldn't cover me since Turo is considered "Rideshare" and not a rental car. Now Turo wants $3000 from me. There needs to be better protection for people using these services. I would never recommend renting from them and I highly suggest to go to Enterprise, etc or protect yourself at all costs if you do because they don't care , they are only in it to fill their pockets. If that wasn't the case , they would resolve my issue differently.
5 years ago
James Bryant Little Rock, AR
I think this is a great, easy way to rent any car whether it's higher or lower end. I'm not very "techy" but found this to be really easy. I'll be a regular moving fwd.
5 years ago
L Anderson Pomona, CA
This was my first time using Turo and they do not deserve a start for lack of customer service, extortion and fraud. I needed a luxury vehicle for the day of my wedding. When we picked up our rental the day before, we took tons of pictures. When we returned the rental again we took tons of pictures. The day we returned the vehicle and the guy on the lot also walked around the vehicle with us for inspection. Two days later I got an email that the owner claimed damage to the vehicle. Turo sent me pictures of the alledged damage which did not show damage but yet there is a claim. I stated my dispute, sent pre trip and post trip pictures. Apparently this was a waste of my time because Turo is still moving forward with this claim. I'm still trying to figure out how to fight this because I have proof and their pictures are inconclusive. I read reviews that Turo didn't even pay some owners for damages to their vehicles. How do I know that this is a true claim? And if it is, I know the damage didn't happen while the vehicle was in my possession. I can't just hand over money for damage that I didn't do. Never have I Ever thought this would happen to me. Never Again!
5 years ago
Brionna Central Islip, NY
My experience with Turo was great ! Very easy to use , A variety of cars to chose from with great prices, & Great communication, I will be using Turo from now on.
5 years ago
Bill Renton, WA
It was my very first experience hosting my car on Turo. The guest seemed experienced and very friendly. It was all going smoothly until I entered the car after it was returned. It was clear the guest had been smoking (a violation of Turo's no-smoking policy). To make matters worse, there was an obvious burn mark on the passenger seat the same diameter as a cigarette. But, thankfully I opted for Turo's Standard Vehicle Protection Policy, which includes a $0 deductible for damage due to abuse or misuse.
I contacted Turo about the burn mark, assuming that if anything would be considered "abuse and misuse" smoking and burning a seat would be. To my dismay, the response I got was a short "claim denied" message with a reference to the protection agreement that mentions normal wear and tear on the exterior of the vehicle less than a certain size are excluded from the agreement. I was confused as this damage was neither on the exterior of the vehicle nor was it normal wear and tear. So, I had to dig into the protection agreement and send a response referencing multiple sections of the agreement that proved my claim was indeed valid.
The second response was another short message saying that he sent me $20 to buy a repair kit and that I could fix it myself. After about 4 additional email exchanges that were growing exceedingly saturated with sarcasm and condescension, I gave up hope they would reconsider.
In summary, a guest burned my seat which warranted a repair as per the protection policy. Turo's initial response was to incorrectly deny my claim (which I'd wager the majority of hosts would not contest). Then, when proven wrong, they sent money to buy a cheap repair kit with the expectation that I would spend my own time and money to repair it. Due to initially incorrectly denying an obvious claim like this, then attempting to brush it aside with a negligible reimbursement, and doing so with a general lack of respect or understanding, I don't believe my experience with Turo deserves any more than a single star.
5 years ago
Andrew San Jose, CA
This is my first time trying to use Turo but is all disappointed.
I've spent many hours to look at different cars and their requirement and mileage allowance. Finally, I find a car that I like and meet my budget and mileage. So I went for it by entering all my personal information and credit card. I was hesitated to provide my personal information. The owner reply to some days was not available. But I must have a car for my whole trip. Why Toru do not have a calendar for owners to enter what is available or not. I do not know what they are thinking, This seem to be very basis thing to do. What I should spent my time on is to read the reviews first. This forum show a lot of bad reviews that I agree. With this experience I do not recommend using Toru at all.
5 years ago
