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Brad Moore Everett, WA
Recently at Christmas time I rented a car from Turo, I put in the place I was staying, Kona, the big Island, it brought up a bunch of cars, I picked one and paid everything and waited for my trip, not being an expert on the Hawaiian Island I counted on Turo's search engine, the day came to pick up my car and I find out its on a completely different Island and now they have no cars available in Kona, so my $322 car rental turns into me paying $2600.00 at Hertz for a last minute rental and for a car I couldnt keep my whole vacation, where i was staying their was no Lyft, no Uber so I was stuck on the island with no car, 100% Turo's fault, why would they show me cars on a different Island than what I was searching for, as far as I'm concerned they cost me $2600.00 because of their messed up search engine, on the last 3 days of my vacation a car finally turned up....again I searched Kona a car came up and it was on the Hilo side of the Island (1.5 hours each way), luckily the owner was nice enough to drive the car to me and pick it up, remember no other transportation options, this needs to be addressed on your website, you need to understand where your cutomers are going and provide cars in there area, very disappointed
5 years ago
KUSHAL CHANDRA Bellevue, WA
Finding and making reservation was great. However, when picking and dropping car the app kept crashing during photo uploads. Liked the chatting feature. Getting the rental agreement is not obvious.
5 years ago
Michael Milton, MA
Great business concept but unfortunately I had a member cancel a vehicle I had booked 30 days earlier with only 40 minutes before it was to be delivered. Found another vehicle quickly and Turo customer service was very responsive.
Not sure if cancellations are frequent or not.
Service is only a strong as it's membership.
5 years ago
Stewart Black
I warmed up quickly to the principle of renting cars from their owners. Saving money has that effect on most of us. You just have to hope that the company you deal with has principles you can trust. Turo.com got things started and we, merrily, signed on for our family vacation near Disney.
Plans soon ran amuck when the car, which we had already been charged for, proved to be unavailable. The car owner, called hosts on Turo, had opted out of Turo a year ago. When we knocked on her door, the host was shocked and disappointed to learn that her Ford Escape was still being shown to be available on Turo’s website. Having just paid the Lyft driver forty dollars to arrive at the host’s door, we joined her in shock and disappointment – then paid another sixty to be driven to the home we’d rented.
Based on our experience, here are some takeaways you can learn from.
Turo is very customer-friendly and accessible during the sign-up and registering process.
Turo is virtually inaccessible if things go wrong.
No phone access, despite a listing on Google. Call that number and you’ll be informed that it is no longer in service, and that they’ve asked Google to remove it.
Turo does provide email access, although your questions are simply directed to their knowledge base. If you persist, you can finally get a message to go – but I can’t tell you where. Just ran a quick count of my emails to Turo: 24 over a 4-day span – here’s the response rate:
Warm and prompt response to the first 14 emails covering the Welcome, Registration, Credit approval, and confirmation of booking the Ford Escape.
Absolutely no response to the next round of emails reflecting my concern that the host had not replied to my emails or texts. In the Turo system, the host lets you know how the keys to her vehicle will be handed off. On her doorstep, the former Turo host told us that she changed her email and phone number when she severed her connection with Turo. That explains why I didn’t hear back from her.
It remains unexplained why Turo would not get back to me. I sent a series of panicky emails asking them to reassure me that everything was okay, the last one sent just before boarding the plane for Orlando.
I did consider cancelling when Turo wouldn’t respond, but as you might expect, there is a nasty penalty, so I rolled the dice. Snake eyes!
Visa is promising to dispute our charges, and we’ll have a chat with our lawyer when we get home. I hope you can learn from our experience, and avoid the disappointments we had to deal with. I love the concept of this form of renting – and will be keeping an eye open for other companies opening up in this field. Don’t know much about getaround.com beyond what I’ve read on their website, but it appears they’ll be launching soon.
Here’s to hassle-free travels. For us, it’ll be Turo-free.
P.S. I just attempted to send a copy of my review to Turo – the email bounced back with this note:
We’re no longer accepting support requests through this e-mail but we’re happy to help. Please visit our support center at support.turo.com. Ironically, when I used that link there is no way for my email to go through unless I want to book a car or become a host.
Caveat emptor.
5 years ago
alisa Iowa City, IA
If you have INFINITE time and patience, and no attachment to competence or integrity... Turo just may be your rental car strategy.
I was delighted to learn about Turo last week as I was searching for an affordable or exciting rental car.
My first observation was the website is very clumsy and not at all intuitive. The maps are unreliable. Every time I found a car I liked, it turned out to be 100 miles away!
The filters are also worthless. I needed 150+ miles a day, and was discouraged that even though I entered this parameter, TURO continued to include 100 mile/day listings. Incompetent filters caused an excessive amount of time wasted and I had to start over every time I thought I had the right car.
After 3 hours I finally had my reservation. The annoyance that struck me was that the $25 promotion for first-time users was not honored.
An hour after I made my reservation the car owner called to inform me he SOLD THIS CAR, and Turo has neglected to remove his listing from their website.
I was disgusted because I had already wasted too much time negotiating Turo's website to arrive at this rental. This was ridiculous
after wasting more time finding a replacement car, TURO refused to allow me to cancel the illegitimate reservation without incurring a $56 penalty. ANd Turo refused to allow me to make a new reservation over the dates with the faux TURO reservation.
Turo's negligence and incompetence compelled me to open a second account, which was tedious and time-consuming. They took all of my information, again, and when I went to enter the credit card, the numbers would not enter. Another hour wasted.
I tried the customer service chat and Juan A was remarkably incompetent, irrevernt, and rude. It took him 10-15 minutes to acknowledge me. He would not read my comments, requests or experiences. He kept accusing me of breaking rules and conducting 'unacceptable behavior'. He then canceled my reservation (for the latter part of my trip) without my consent. Furthermore, he threatened that the only way I could restore the reservation (4+ hours of time by now) I"d have to email him my picture of me holding up my license! Turo was punishing me for opening a second account, rather than taking responsibility for failing to unlist a car that I reserved.
After four hours I was still dealing with Juan A on customer 'service' chatline. (service being a euphemism!). He took 10 minutes between each exchange and never offered an iota of support, answers, apologies, empathy or strategies. Rather he made accusations and further complicated TUROs convoluted chaos. This is hands down the worst customer service I've experienced in a developed country.
After TEN hours, I interacted with THREE Turo representatives. The other two were less belligerent than Juan A, but no more competent. One of my demands was that htey resotre my original reservation. The agreed to do t his, but in the end, all they did was confirm that the car was still available after texting and emailing me twice. I could have done this on my own.
And when I went reserve the car for a second time, they had my account blocked AGAIN!
I texted the agent back and she instsructed me to call their hotline. their hotline insisted they couldn't help and hung up on me. There really is no where to go with Turo to receive competent, reliable service. I wouldn't touch it with 10 foot barge pole.
I"ve lived in developing countries as a Peace Corps Volunteer and as a traveler student, etc. My experience with TURO is very reminiscent of living in an underdeveloped country without infrastructure, education, communication, accountability, efficacy or recourse. It's one of those situations that in a first world country NEVER happens.
I'd set my hair on fire and put it out with a hammer before using TUro again. Buyer Beware! I love the informal economy, but TURO is a disaster not worth pursuing
5 years ago
Jeffrey Berg Dallas, TX
The Vendor (“Turo Inc.”) is either grossly negligent, or routinely provides fraudulent representation of the services provided when an issue arises. I had used Turo several times in the past and had no issues – and enjoyed using the service as it was convenient and cost effective. Unfortunately, this last summer, I booked a trip with an individual named Hazel to use her Mercedes from 8/15 – 8/19 and the host was nowhere to be found when I arrived in Burlington, VT. Specifically, the number listed was a non-working number. Myself and a guest had taken an uber to a strip mall to get the vehicle, and were left stranded with no transportation. I called the Turo support number, and was issued a $50 travel credit and supposedly a reversal of the charges. My guest and I had to Uber back to the Burlington airport in order to get a rental car from Budget for a much higher price. Things then took a turn for the worse – Turo never credited back the charges, suspended my account, and made fraudulent claims to my bank that the charge was proper. These folks are either degenerates or incompetent. Customer service would not even look into the issue – all customers be warned. I decided to just delete my account rather than file a claim against the company because honestly a few hundred bucks isn’t worth it – but be careful as this will eventually happen to you if you use the service often enough.
Consumers Beware: IF THE HOST NO-SHOWS, YOU WILL BE CHARGED REGARDLESS AND TREATED WITH AS A CRIMINAL.
5 years ago
Brandon Loveland, OH
Perfect service and very convenient! Everything went smooth with the booking process, pick up and drop off. Got me to work next day during an emergency!
5 years ago
LISA GARISTO
I was a host who rented out my car. The last man who rented my car could not drive stick shift and when it was returned needed to be repaired (he drove is 2204 miles with his wife and small child). The seats were stained and i had to pay $150 for a detail. (I live in Los Angeles so this stuff is expensive) as well as $157 for a new battery. The trip paid only $235, so i lost money on this trip and turo refused to reimburse me because i did not make the claim within 24hrs of the end of trip. (I was out of town because my mother was ill - which was well documented that i would not be back for drop off). Disgusting service. I will never use them again or any company affiliated with them. Terrible treatment of their hosts.
5 years ago
JJ Charlottesville, VA
I wanted to save a little money and so rented from Turo for a family vacation. It has been a disaster. The owner of the car agreed to let me return it to a different location than the airport. However, he then did not respond to multiple texts, calls, or emails over the days leading up to the return date. Finally, I was able to reach him the night before the car was set to be returned but this created undue stress for the last half of our vacation.
I had a minor fender bender where a small amount of paint came off the bumper. I let the owner know immediately, and he agreed to let me pay him cash for the damage. Without explanation he changed his mind and decided to have Turo handle the claim. The problem with this is that Turo charges a flat $150 administrative fee despite the minimal damage.
The owner was trying to bill me for tolls he accumulated driving the car the day before I picked it up. I got emails months after the rental telling me that i needed to pay these tolls or provide proof that I did not accumulate them. This wasted more of my time and was frustrating because the burden of proof was on me as the customer and not the owner. Turo was a pain to deal with.
The worst part of all this is that Turo will not let me review the owner on their site. They give you 7 days after return of the rental car to post the review. Despite many of my problems happening after returning the car, they have steadfastly refused to let me post any review about the owner. They seem to have little interest in supporting the customer. It is impossible to get anyone on the phone that has any ability to do anything except read you a policy.
I will NEVER rent from them again and encourage all of my friends to avoid Turo like the plague. If everything goes smoothly you might save a little money, but if there are any issues (which is a reasonable chance with travel), you are much better off with a standard rental company than Turo.
5 years ago
Dempsnyc New York, NY
My first Turo rental was flawless. Great vehicle at a great price. Very happy with my experience. Will definitely book again and recommend to anybody.
5 years ago
Allison Colorado Springs, CO
I have never written a review before on anything, but because of this terrible experience, here I go! I only had the car for about 36 hours. When they picked me up from the airport, I right away heard that the brakes on the car were squeaky and the car unsafe. Then my bill was supposed to be $35 and was increased to $93 because I asked to be picked up an hour early when my flight changed. What in the world?!? That's a dollar a minute!! I complained and said I will never use them again, and all they did was offer me another credit. Why would I need a credit so that I can be killed in an unsafe car and way higher than it was supposed to cost purchase?? Plus when I asked the owner of the car about the charges, all he ever said was that he never dealt with money and he didn't know why I was being charged more. I messaged customer service while I had the car and never heard back from them. I will never use Turo again! Do yourself a favor and use someone reputable, not sketch like this outfit.
5 years ago
Michelle Livingston Philadelphia, PA
This site must be a scam for all these good reviews on Turo. You don't have to dig deep to read horror stories about Turo from both the owner and renters perspective. My experience in brief: rented car for one week. Returned car on time, washed, vacuumed and full of gas. Nothing fancy, a good vacuum and car wash drive through. Owner took pictures and said goodbye with a big smile. The next day Turo notifies me they intend to charge my card $236 for going over on miles. Two days later they try to charge my card an additional $250 in cleaning fees. The owner decided to take their car to a luxury wax and wash and get the works done, then hand me the $250 bill. They claimed I smoked in the car ( I don't smoke) and took pictures of green leaves saying it was mary J (I don't smoke marijuana either). What should have been a solid exchange between me and the owner turned into a nightmare. Turo called and emailed me cryptic threats incessantly, threatening to turn me over collections. After weeks of trying to reason with Turo (how could they find a $250 car wash reasonable???), send proof and find a compromise, I ended up having my lawyer send a cease and desist. I haven't heard from Turo since and they haven't turned me over to collections, and this was over seven months ago. AVOID Turo at ALL COSTS. They have an 'honesty policy' where they side with the owners 100% no questions, so if you're renting from a dishonest person, brace for unexpected fees and threats.
5 years ago
Mika Hamden, CT
It was a very easy going experience, the person I rented the car from was very nice. The experience was smooth and very fast; some prices are fairly reasonable.
5 years ago
Christy Victoria BC
I personally will never use Turo again. It’s just the idea that you can book your car then your flights to that location and your hotels etc spend all that money for a vacation. Then all of a sudden the host canceled the vehicle !! Suddenly you have no vehicle and unlike a car rental there is no back up car. So you are scrambling trying to find a new vehicle!! By this time there are very few cars available to rent and the prices are crazy!!
I will never take this risk again! I will stick with proper rental companies who won’t cancel on me .
5 years ago
Tony Hana Staffordsville, KY
Great service app, got exactly what I want, had some difficulties in scheduling pick up time since your Turo valet parking at LAX closes at 10, otherwise drop off process was pretty seamless.
5 years ago
Susan Biebel Hartland, WI
It was so smooth. The pick-up was waiting for us when we left the building on time. The car owner was waiting for us when we came back to the airport.
5 years ago
Matthew DeCristofano Levittown, PA
Never use this rental company. They have a flawed rental system that does not require renters to confirm availability of vehicles. Renter canceled at the last minute after the agreed upon pickup time. Renter said he hasn't had the vehicle for 6 months, but forgot to remove the car from the site. It should have never been listed on the website or rented to me. Turo takes your money without confirming with the renter that the car is 'actually' available.
I was left in a very vulnerable situation and had to spend hundreds of dollars on an uber to get to and from the pickup site and car rental place.
My trip was ruined, hours were lost, and hundreds of dollars wasted. To make matters worse, this was the second car I tried to rent that canceled on me within 24 hours of the start of the trip.
Called Turo for customer service. While they reimbursed me for the car rental, there was no compensation for the lost time, wasted weekend, and the hundreds of dollars I had to waste to get out of a very vulnerable situation.
Very disappointed and will never use again.
5 years ago
Mark Cranford, NJ
Terrible service - DO NOT USE
I reserved a Van in August for a trip in late November. The day before my trip, Turo canceled my reservation. No believable reason was given, something about not being able to list cars with more than 8 passengers, but they were able to find another Van for rent. Unfortunately that owner could not pick me up at the airport, and since I am traveling with 5 other guys with large suitcases, getting from the airport to the owners house is not an option.
So Turo has had my money since August, and I guess they have refunded me, but I wont know for 5 days. This is of course after I am on vacation and will have to pay for another rental car.
If I had canceled within 24 hours I would owe 90% of the rental price. Turo offered me a $25 travel voucher!! REALLY!!
I will never use Turo, so might as well be a $2500 travel voucher.
My advice is rent from the major rental companies. At least you know you will have a car.
5 years ago
Maureen Mctavey Seaford, NY
Don’t use turo, on thanksgiving weekend I rented a 2 seater Mercedes for my 16th birthday celebration . At 1:00 pm I confirmed the car with the owner, he sent me a text, “don’t worry I got you covered” but he didn’t I flew down to Florida and when I deplaned to turn my phone on I discovered that he canceled the trip while I was in the air. DONT USE TURO . They Told me they could get me a car within 3 hours, so I went to hertz, spent too much because I had no choice. I sent them the bill . Let’s see if they pay, last I heard they were giving me a turo credit. Why would I need a turo credit? I needed that car then, they didn’t have it, now I want them to pay for the new rental car.
5 years ago
Craig Denver, CO
Imagine waking up to fly across the country to find an email letting you know you no longer had a car waiting for you.
I’m guessing you’d reach out to customer service.
I did, and it was awful. Emails, phone calls, and texts later there was no sense of urgency, little sympathy, and even less help. I received inconsistent information, and was left paying 3 times what I wanted to rent a car. Apparently you can only get help if the right people are in the office.
It might work well when it works, but it was nearly a nightmare because it didn’t. I hate big corporations, but they were able to help and get me a car. Turo was not.
Save the stress, pay a few more dollars, and have a real sense of calm knowing if anything goes wrong - the right people will be there to handle it.
6 years ago
Carrington Austin Arlington, VA
While driving my Turo, I was rear-ended on the highway. I was going 60mph (the speed limit) in the right lane at the time I was hit. No other cars were around us, but the driver said he “saw me but could not slow down in time.” Luckily we both walked away mostly unscathed after whipping both cars around the cement wall and guard rail. The other driver was charged with (1) Following too closely and (2) Failing to present evidence of insurance. I was allowed to drive away from the scene of the accident because I was in no way at fault.
That’s where the issues with Turo began. Turo conveniently waives all uninsured motorist coverage in all states that don’t legally require it, without disclosing which states those are. 32 of the 51 states/DC allow for drivers to waive this coverage. Unfortunately, Colorado (where I was driving) is one of these states. The estimated damages to the car were around $3,000. Because I opted for the premium insurance, I am being held liable for the $500 deductible; however, if I had selected the standard insurance package, I would be liable for the full $3,000.
Here’s the real kicker. TURO IS ONLY COVERING 20% OF THE ACTUAL CLAIM AS SUBMITTED BY THE OWNER OF THE CAR. Their company policy is that they only cover 20% of all claims that total to under $3,750. So, in the end, I was blindsided at 65+ MPH, have to pay $500 + medical visit + missed flight + alternate means of getting to the airport, and the owner of the car has to pay for 80% of the repairs. So my deductible plus the cost of my rental will cover the cost they have to pay to the owner. Had I bought the standard insurance and had to pay $3000, they would still only pay the owner 20% and pocket the other $2400.
6 years ago
Justin Tempe, AZ
Very difficult to edit or view all your personal info ( in particular, you own driver's license)!!
I was asked by two car I owners to upload my license. why not allow them to see it automatically?? There also should be a way to add photos or documents thru messaging.
6 years ago
James Okemos, MI
The pick up and drop off were smooth and Shazz communicates well and often. The car was great for my business trip and helped tremendously. Great experience overall
6 years ago
Peter R
Seamless and easy way to drive something special on a special occasion. Hosts have been gerneally pleasant. he vehicles were as represented for the prices quoted. No issues or hassles.
6 years ago
Nisith Kondapalli San Antonio, TX
You will be overwhelmed renting your cars on this site. I was a very happy host with five star rating and did all my best to keep up the expectations of the renter.
Extra money is always cheerful. I felt the same when everything was smooth. Loved the app and recommended to my friends.
Renting out my car one day changed my whole impression on this Turo app. These people make money on our cars. We do make lil bit I agree.
But if something wrong happens. These people will show their back and you will regret. In my case, my tires were stolen and replaced with some cheap tires. My car was met in an small accident.
Now I ended up spending the money I earned from Turo and extra money from my pocket.
It's more than 2 months and incident is not resolved. My car was sitting at bodyshop for 3 weeks dismantled. The bodyshop people were unable to contact Turo or neither the insurance regarding the snapsheet they provided.
Turo do not have a phone number to reach. You can consider yourself lucky if they call you on the time you request for a call back or respond to your email the next day.
The funniest part is even with out proper review. They declined my damage saying it wasnt submitted on time. When I sent them them the screenshot of my chat and damage report they agreed to consider.
Next thing they said was they will cover only one wheel under damage. After so many emails, screenshots of prior and post trip pics
They agreed to cover my bumper and other wheel. This shows how these people try to escape during the claim process and try to decline the claim every possible way.
They still didn't cover my other wheel and tires. I am not sure how many more months they will take to sort this out.
Whoever reading this review. If you are really trying to take the risk renting your car on this this app for little extra bucks considering the hectic process during claims and if you are ready for the damages.It's totally up to you.....
6 years ago
_Marie
I have been using Turo for a few times and it was ok so far. But today, my account has been blocked for no apparent reason (I was about to book a car as I did successfully in the past, and suddendly I got a message error telling me to contact the customer service). Nobody would answer my request by phone. They want to communicate only by email and copy-paste emails that are not adapted to the situation. They asked me to resend several time the same documents (passport, driver licence, photo of me besides my driver licence, credit card). Still it wasn't enough for them and told me that they don't accept numerized documents but only pictures ? After 5 useless email and no one willing to call me, they finally unblock my account with no excuse or goodwill gesture for the inconvenience. The reservation I planned @35$ /day was gone and the only left were @79$ /day or more. I don't recommend their service at all. We go online to book car to save time but end up wasting a lot of it.
Update : 24h after the situation, Turo finally contacted me to offer a 50$ discount on my next car booking. At least, they tried to compensate their client when such situation happens.
6 years ago
Maddy Sunnyvale, CA
Customer support and user experience of the App is worst among the apps I have used.
They try to delay the response and fail to keep the promise and defenitely the worst car rental service I have ever used.
The car they gave me was grudging and dirty with stains of spilled out coffee and beer and is literrally unusable. When complained they offered me 20$ to get the clean myself and that too on a weekday. The car is located around 25 miles from my place and I have told them returning is not possible today and they charged me for 5 days for the product I havent used. They asked me to upload the car photos and I uploaded it. They didnt consider it because they dont have proof that its the photo taken from the car which is sick. I have the photos of the car outside and inside but they denied. They closed the ticket as it is without further asking anything from me. I tried to reach them what else they need they simply close the ticket.
Worst worst worst experience and would never do business with them again
6 years ago
Ryan Pittsfield, MA
It was my first experience with Turo and everything went perfectly. The car owner was great, the rental was perfect and the app was relatively easy to use.
6 years ago
Zach Austin, TX
Great first experience. Once you go through the process you completely understand how everything works and will feel comfortable renting through TURO again.
6 years ago
Sedona Marietta, GA
Super easy and very convenient!! Communication with the renter was very streamlined and seamless. I would recommend turo to anyone! It made my trip SO much better.
6 years ago
Taylor
This company is a thief!!! My husband and I rented a jeep for our 4 day trip to Colorado. We had absolutely wonderful experiences with the owners and would recommend them for anything. That was not the problem. On our first day in Colorado we experienced a 30 minute hail storm (hail the size of golf balls). We drove around everywhere trying to take cover but unfortunately could not. We immediately called the owners who let us know it would be covered under their insurance and to submit the claim in the Turo app to report the damage. When we dropped the car off back to the owner, he took pictures for the claim and sent them in. After some back and forth, about a month after the rental, we got a notification that the damages came out to $1032.50 + $100 processing fee and that they would be contacting our insurance. M husband immediately contacted them asking them to invoice us for the amount and that we did not want it sent to our insurance as our deductible is $1000. Our credit card was immediately charged for the amount when we asked for an invoice. My husband then contacted the owners to let them know we had be charged $1132.50 for the damages. The owner then called my husband to tell him that Turo told him that they would only cover the charges after he paid the $1000 from his deductible plan with Turo and they would pay him the $32.50 (after his $1000 deductible was paid). So basically the repair from the hail damage would cost $1032.50 the owner paid $1000 for the repairs and we paid Turo $1132.50... THAT DOES NOT ADD UP. Turo profited $1000 for absolutely no reason!! We would have been okay knowing we paid the damages that happened to the car when we rented but to know that the owners didn't receive any of the money is ridiculous. They continuously stated "it was in the policy you agreed to". DO NOT EVER RENT FROM THEM. EVER.
6 years ago
ink farm Del Valle, TX
My rental was a great experience and I enjoyed the luxury car experience. will definitely use again for travel! I appreciate being picked up at the train station.
6 years ago
Jon P Seaborg Laredo, TX
The arrangements for the vehicle were clear and simple. The vehicle was as described. I am a first time user and will try to use Turo every chance I can.
6 years ago
Bekki Lawson Scottsdale, AZ
Beware of fraudulent Turo hosts and customer service!!! Our family of four rented a car from a Turo host in Boston this summer and not only had a horrible experience with him, but with Turo customer support as well. Upon returning to Logan airport on July 7th, the rented car began shaking and smoking without warning. We thought it might be a flat tire so we pulled the car over to inspect, but it was not the tire. Smoke was billowing from the right rear side near the tire. My husband observed liquid on the tire along with the smoke, but the tire was not affected. So we drove the car another mile (still smoking and shaking violently) to get off of the side of the highway to a safer spot. At that exit we refilled the vehicle with gas and parked the car in a safe parking spot at the station. We immediately alerted the driver of the problem and texted him the location of his car. The host then claimed that we falsely reported mechanical issues with the car and sought reimbursement in the amount of $288.30 for his Uber ride to collect his car. These claims were disputed and then dropped in our favor. More recently, the host reopened another claim asking for us to pay $84.77 for tolls in route to picking up his malfunctioning car. Turo then charged us for this new false claim, without our consent. After calling and emailing and loosing my mind, we were finally reimbursed for the false charge that was never unauthorized. This company does not check the safety of their cars and does not have a responsive customer service department capable of dealing with the many variables that can happen when a Turo host rents their personal car to a guest.
6 years ago
Casey hartley Farmington, MO
ALWAYS enjoy supporting the locals where I travel. Turo is A great way to support real people instead of big business. I’ve only had positive experiences!
6 years ago
Miriam Jones Acton, CA
I tried signing up and found out my license was suspended from a minor unpaid ticket. No big deal. I understood they said no. I fixed my license and tried again. They said no. Fine. They then blacklisted me. Again their annoying policy. So despite being annoyed I moved on. Never once used their service. Two years later I apply for my boyfriend using my cell number and all his info. They blocked him because of my cell number. He emailed them his license, paystubs, a photo of himself and a bunch of other items they said will allow him to verify his identity and unblock his account to use Turo. He has an immaculate driving record, immaculate credit, a perfect citizen, and a great job. After all that headache they blacklisted him permanently, citing they have the right to not state a reason. STUPIDEST APP POLICY EVER!!!
6 years ago
Shantanu Sharma Philadelphia, PA
Turo is an overreaching company with poor customer service, and defrauded me with 30 times due fees and here's why I strongly recommend against it:
If you drive a Turo car and the Turo host receives any erroneous toll violation, the host pays it right away with substantial administrative fees tacked in, even before letting you know and letting you contest the toll with EZ Pass.
Turo then directly deducts the toll from drivers credit card on file, without letting the driver dispute the charge.
I got charged over thirty times what was rightfully due because of this: I carried my EZ Pass transponder throughout the journey and on one toll booth, the sensor failed to read my transponder.
Note that EZ Pass sensors failing to read a transponder is not a rare occurrence: sensors often fail to read transponders, but when that happens, the license plate number is compared to the database of EZ Pass account holders and the account is charged for the toll and nothing more.
Turo never let that happen: I was not at fault, one EZ Pass sensor failed and I was forced to pay significant "administrative fees" without ever letting me contest it with EZ Pass.
So be forewarned that you may get charged of hundreds and hundreds of dollars and will be given no option to contest the charges, even when you are not at fault.
All Turo Customer Support team got back with was: "I completely understand where you are coming from, but my hands are tied based on the policies that you agreed to. All further responses will be read but not responded to."
6 years ago
V DelRay Stockton, CA
This was the easiest car rental process. You get to rent the vehicle you want and the owner is very accommodating. I would definitely be using turo again.
6 years ago
Estelle Walker Conroe, TX
Horrible company and horrible customer service. DO NOT RENT FROM THEM. If you are wondering whether or not to rent from them. DON'T!!!! They charged my car $75 without my authorization and said I had late charges when I returned the car on time, with a full tank and cleaner than when I received it. The owner left specific instruction and to leave the key under his mat and I should of know it was something fishy about that. Plus guy posted pics of car when sun was going down, but in the light the car was all scratched up, beat up, and ran horrible. I figured he was trying to get money off that and took a bunch of pics. They have several things in place to rip you off.... IF YOU ARE READING REVIEWS WONDERING IF YOU SHOULD RENT FROM THEM DON'T!!!!! I wish I would of thought to read a few reviews first.
6 years ago
María Tacoma, WA
I would have liked to know about this page much sooner! I love it! it's excellent! I will recommend it to all my friends! It was super easy to use and secure
6 years ago
Fernanda Cano
Extremely disappointed at Turo's customer service.
Be aware that everything will look fine and they will be extremely friend until you finalize the transaction and deliver the car, then they will find ways to forcefully make you pay for extra fees.
Besides having had some technical problems with the car I rented, but having being flexible and not even having complained formally (just having told the car owner directly at the delivery site; to be considerate since it was the first time I was using the APP and didn't want to put the car owner in hot water). When the delivery day arrived I texted the car owner and we set a time and a location for the delivery that was convenient for him, btw very very far from my neighbourhood, but it’s ok. We three (my friend and the car owner) would have dinner since we felt it was a chance for a good conversation.
The car was delivered and everything was fine until having received an email from Lucrecia (Turo's Customer care assistant) saying I would have to pay a fee of $150 + $25 admin fee for having delivered the car two hours late unless I sent and email in 24h with evidences that the car was delivered on time. Besides being an absurd amount (two hours would correspond to some days of car rental, they don’t respond or talk to you, just keep repeating a memorized paragraph)
So I sent the email right away. I sent some emails with copy of the texts between us and the car owner proving that the car was delivered on time and the owner was ok with it, but Lucrecia from Turo would just keep repeating the same over and over saying the policy was I had to advise Turo and not the car owner and even it was my first time using the service, they couldn't waive the fee because that was the standard procedure.
If the standard procedure is to unduly charge a large amount and not even listen to the client, thats unacceptable. I asked to talk to her superior and she hasn't even addressed my request, not even answering to it. It's so clear they make a percentage of those unduly high fees charged on your CC after you think everything is OK. Also there's no phone number you can call.
Please avoid this service to protect your pocket and your peace of mind. What looks like a good deal will cost you infinitely more.
Unfortunately it was highly disappointing since I though it was an amazing alternative to rental Agencies.
6 years ago
RC Arcadia, CA
I rented an Audi from Turo near Portland. Before the pickup date, I communicated by email and cell phone with the host to confirm the date, location at his home, and time. After taking a 20 minute Uber trip to his home, no one was there. After confirming with the neighbors that he lived there, I tried to find him by cell phone but he didn't answer. I finally called Turo customer support who found him by email, at which time he cancelled my reservation. I was stranded at his home, and had to take another Uber to the Portland airport to rent a car from Alamo. Turo refunded my money, but the experience was frustrating and cost me a lot of time and inconvenience. Won't be using them again
6 years ago
Elechesel King El Paso, TX
I rented a truck just for one day to help move furniture. The truck was as advertised and very clean. I would definitely rent the same truck again in the near future.
6 years ago
Dylan Hill Scottsdale, AZ
Quick, easy, and accommodating. Booked a trip and picked up the car. The owner gave me a walkthrough of the vehicle and I was on my way. Easiest car rental I've ever had.
6 years ago
Steven Donohue Henderson, NV
I’ve used Turo a couple of times and have had no complaints from picking up and dropping off vehicle, billing and the car itself not to mention price is 5 stars
6 years ago
Paige Parker Austin, TX
Beware!
I used Turo for the first time, and was not aware of the policy to extend time. I requested an extension of time, and to my surprise it was denied. I found out by Turo at the exact time the car was supposed to be returned. Being at least 30 minutes away and needing to stop for gas, I ended up being 45 minutes late. They did not give any warning that the request was denied and charged me $75 for being late. After trying to appeal with their customer service, by the way there is no phone number just an email to talk to, they said they had no record of my original request. After providing PROOF of that request, they still denied it and charged me for it. Zero customer service and poor policy notices.
6 years ago
Eric Pelletier
I am a traveler, the father of an extraordinary family. We are five. We love to try new adventures, we believe in people's kindness and honesty. We are sensitive to the local economy and small businesses and we like to encourage people before businesses. In this state of mind, we decided for our one-month trip to Maui to trust Turo for the rental of our car. Big mistake all did not go well and I tell you this incredible story.
On January 1st, 2018, my little family and I decide to plan a trip to the paradise islands of Hawaii. We plan to travel the 1st to the 31 of July 2018. From the month of January, we decide to book our car with Turo. This is a website that allows car rental between individuals. Turo facilitates this exchange.
Six months in advance, we reserve a vehicle. Unfortunately on May 25, 2018, a month before our departure, the owner of the car decides to cancel. Of course, with Turo, the two stakeholders of the lease are bound by a contract and it is allowed to break it according to the rules of the game. The first risk of failure is here. Since this is an exchange between individuals there are many instabilities and what is likely to happen is that the landlord cancels the contract. A month before our trip we find ourselves without a vehicle. These are things that can happen, but the fact remains that the experience is very disappointing.
We are adventurous and optimistic and decide to give a second chance to the runner and try with another person to rent another vehicle. The payment is made, everything seems to go well and the exchanges are cordial.
On June 30, the day before we leave, we communicate via Turo with the landlord and explain that the flight will be delayed by a few hours. Instead of 10 o'clock in the morning we will arrive around two o'clock in the afternoon. We have a confirmation of reading of our message by the landlord.
Day of our departure, we are very happy to leave for this new adventure, we clarify a second time our arrival with the landlord and we leave. Arrival at the airport, he comes to pick us up and it is here that the problems arise. While we rented a respectable 2006 minivan, he arrives with a dilapidated vehicle from the 1990s.
He explains that since the reservation of our vehicle was for 10 o'clock in the morning and it is 2 pm he canceled the contract and rented the vehicle that was destined to us to someone else. We arrive from an international flight of twelves hours it is of course impossible to control everything.
He offers the old pile of scrap in exchange. We are not afraid and love adventure, we are tempted to accept it. Unfortunately, the vehicle is not yet in its name, the plate transfer is not quite complete yet. We start to sniff the scam and to settle our dispute we have to call the police.
We are in another country, tired of our trip, with three children running out of patience. It's been almost 18 hours since we slept. Fortunately, my spouse is perfectly bilingual and can communicate and we can organize, but imagine the horror if we were in another country with a foreign language.
After long hours of discussions, a good dose of adrenaline and stress, we find ourselves, two adults, three children and a mountain of luggage on the side of the street without a vehicle.
Here is the story of the beginning of this adventure. If you want my advice, do not leave with Turo. The risks are far too great, there is a good chance that the experience will be to much complicated.
6 years ago
Edwin A Gonzalez Santa Ana, CA
I like the fact that there’s a wide range of cars available with a different price range. The app is easy to use and they help you out along the way thru the process.
6 years ago
Tamsen reid Salt Lake City, UT
Let’s talk about Turo’s shot business practices.
It seemed so convenient to rent a car, I’ve used Airbnb before and figured it would be similar. Everything was great until I returned my car.
They charged me $175 for a pet cleaning fee because according to Turo, 8 dog hairs constitute having a pet in the vehicle. This means the people of Turo have never owned an animal and don’t understand that hair can transfer off clothes (it’s wild they live in such a dream world). Anyways, I called and the representative was really helpful and agreed it was a bogus charge and waived it.
Fast forward 4 days to when their customer service has nothing else to do and RECHARGES the same fee. Oh my god, AN ERROR. I called and was assured that the duplicate fee would be waived as i was already told the fee would be waived. The representative told me this would happen same day.
A few days later I hadn’t seen a reimbursement so I called again (what a waste of my time, right?) and was told a manager has to call me back and no one can give me a timeframe on when or why. I give it two days. No call. Nothing.
I call again, frustrated at this point because this is a huge waste of my time, and the representative tells me she can’t do anything for me and Turo doesn’t stand behind anything they say.
I’ve had to dispute this as fraud because I wasn’t guaranteed TWICE the fee would be charged and suddenly Turo has changed its mind. Has anyone called me back? No. Will I ever use this service again? God no. Would I recommend anyone to ever use Turo? Again, GOD NO.
Thank you Turo for showing me the worst possible service possible and showing me your sketchy business model on making money.
6 years ago
Michelle Fischer Northfield, OH
Customer service is awful. I created an account and went to rent a vehicle-a message came up that I would need my account to be approved before I could rent and needed to submit the following: a picture of my license, picture of my credit card and a selfie of me holding my license to verify it is me. This was a bit odd right off the rip but I submit the info and get a message that I should hear from them within the hour. Several hours later I have heard nothing so I used their online chat for assistance. I explained that I had not heard anything back and I am trying to rent a car in less than 36 hours and vehicles are limited in my area can someone please help me get my account approved. She tells me I am still "under review" and gives me a number to text. So I text this number and an hour goes by with no response so I text again and get nothing. I go back online to the chat feature and speak with a different person this time who says they can transfer me to the review dept. I get transferred and am 5th in line, get disconnected, reconnected and speak with someone else who was very rude and told me I should call them because they are very busy and that's why I haven't gotten a response to my text. He then "transfers" me to this so called review dept again where I am now 10th in line. Mysteriously at this time I get a text back saying "Thanks for your interest. We have reviewed your account and we're sorry we can't approve you to rent from the Turo marketplace". I asked why that was and they responded by telling me to check my email. I do so and there is an email offering NO explanation as to why I was not approved and requesting me to send the original information I sent along with a utility bill and proof of employment. What do either of those things have to do with renting a car?! I asked this question and also asked for an explanation as to why I was not approved. None of this makes sense and I have received no response. Guess they must still be very "busy". I am very perplexed at the way this company does "business". As far as I'm concerned this is just a scam to get your information. Don't bother wasting your time with this joke of a company.
6 years ago
