ComplaintsforTuro

• Initial Complaint

  07/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was a customer of ********************** in which I rented cars for business and personal use. I completed several transactions through the platform of which were successful. I had a good rapport with Mt hosts and them with me. Several months later I was wrongful charged for tolls of which were not mine. I stated they were not mine and that is appears the host doctored these tolls due to his low pricing and because we went a lot of miles in our rental. They didn't give me a chance to appeal, did not investigate my matter, and showed a complete lack of professionalism on every encounter. I contacted their corporate offices in hopes of rectifying my situation, and they too refused to investigate or assist me in my issue. I have no other recourse but to file a complain on this matter and handle this externally as all internal attempts have failed. I tried to be cordial and remain optimistic that they would help me since these allegations were false and fraudulent. I was wrong. They did not help me in my matter.

  Business response

  07/17/2024

  **************text="true" style="box-sizing: inherit;">
  At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.
  
  Regarding the customer's issue, we have reviewed all available information and found the customer was notified of **********************'s decision regarding their charge. Unfortunately, the customer does not agree with **********************'s decision regarding their issue.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20240713-DST1X5

  Customer response

  07/18/2024

   
  Complaint: 21984762
  
  I am rejecting this response because: this is not accurate. Turo didn't notify me until after the appeal process had already lapsed regarding said tolls. Also, I advised them that these tolls were not mine and were altered or made up by the host to get me for more money. Turo decided to side with the host without investigating my claims even though there are plenty of claims from other customers similar to mine. I did not do anything wrong and they were extorting me to play tolls that were not mine.
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a car. Everything went great. Picked it up with 405 miles of Gas. Dropped it off with 405 miles of gas. Left a great review and then got charged $20 for refueling. I dont usually take pictures of the interior if nothing is wrong and so I forgot to take a picture of the Gas. My adult son confirmed it was 405 when I got in. I will pay the $20, the only thing I request is to be able to change my review to reflect the actual service I got. I dont like to do business with dishonest people and believe they should be warned and informed its very important to take interior photos of this particular person will try to take advantage and charge more. I was told I can only change the review if I left a bad one. Since I left a good review they are keeping it. Even though it does not honestly reflect my experience.

  Business response

  07/17/2024

  **************text="true" style="box-sizing: inherit;">
  At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.
  
  Regarding the customer's issue, we have reviewed any available information and documentation, however there is not enough information provided to identify a transaction. Customers may respond directly to this email with the reservation number or claim number.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20240713-LTIN80

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a car on from Turo on Thu, 29 Feb, 2024 to Wed, 6 Mar, 2024. The vehicle owner posted vehicle picture of a clean vehicle with no damages ready to pick up at his home address in ********, after I paid the owner made me go pick up the car parked off a busy unsafe road *************************************************************************************************** the condition stated by Turo inside was dirty uncleaned with damages on front bumper and side door panel paint fadding away noting like the photos posted on Turo the check engine warning light was turned the owener told me not to worry about. after returning the vehicle back to the owner he called harssing me to have me pay extra for fuel, cleaning fees. he opened a damage claim turo charged me $1300 without my authorization. Turo did not listen to my side of the story they billed my account as the vehicle owner wanted for fueling, cleaning, damage charges they squized out every ***** out of pocket Turo doesn't care about customers.

  Business response

  07/17/2024

  Hello
  
  At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.
  
  Regarding the customer's issue, we have reviewed the details in the inquiry and have escalated it for further review. A Turo representative from the appropriate department will be reaching out to you directly regarding this matter via phone, text or email.
  
  We apologize for the delay and appreciate your patience.
  
  Thank you,
  Turo
  20240713-FHG79X

  Customer response

  07/18/2024

   
  Complaint: 21982754
  
  I am rejecting this response because refund  has not been issued back to me turo posted  unauthorized charges I demand a refund of the following charges 

  DAMAGE COSTS $1,269.52 

  DAMAGE COSTS $150 

  The following charges have not been authorized by me.
  

  If matter is not resolved

  my next steps will be to 

  1)File a report to the consumer protection bureau

   

  2) file a lawsuit in small claims court 

   

   

  
  
  
  

• Initial Complaint

  07/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  July 10 2024 this company charged me $160.25 for the car cleaning fee. When placing order and pickup order, no one ask me to sign paperwork or aware me of the cleaning fee. Upon returning the car, I asked host shall we clean the car? We have time, if cleaning will charge then we will clean ourself. The host said we dont need to. Cleaning is included so will not charge. I confirmed with them 3times. But after completing the rental order they add on unexpected cleaning fee.

  Business response

  07/17/2024

  Hello
  
  At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.
  
  Regarding the customer's issue, we have reviewed any available information and documentation, however there is not enough information provided to identify a transaction. Customers may respond directly to this email with the reservation number or claim number.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20240712-RYIZYY

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an account with ********************** I was traveling from ********* to *************** redeye 9pm landing in *************** at 5:30am, unfortunately, the plane never left the ground due to technical difficulties the flight was delayed till the next day at 12 PM I communicated this with Turo driver to please change delivery time she already dropped the car to the airport, I was charged for a delivery fee to the airport as well as a charge for her to leave it in a garage. I was very concerned so I went ahead and called the customer service to cancel and find out what the details were and how to go about changing my reservation etc.. representative told me to just go ahead and cancel, and he would refund the amount to my Turo account. I had to call several times because I was having problems trying to add another card and book a car so I called back and troubleshooting with the, customer service unfortunately no one could help. When I called again. They said that my birthdate was incorrect. I spoke with somebody via chat who misspelled my name and requesting my drivers license and a selfie picture to verify my account first of all I never had a different date of birth, and , who changed that date of birth and hacked into my account was it internal or is somebody stealing my identity? I was told several times to contact Support via email and they said that my account was restricted and they dont give it a reason why I asked for details sent to me via mail or email so I can investigate and make sure that my personal information was not compromised and they emailed me back saying that they reserve the right to not disclose that . I find it very suspicious that all of this has changed in a matter of a few days and the fact that they cannot disclose anything or have a customer service representative. Explain what was going on with my personal information they have no supervisors to speak with I would like to investigate this further because my personal information was compromised

  Business response

  07/17/2024

  Hello
  
  At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.
  
  Regarding the customer's account issue, we have reviewed details and the customer was provided an explanation of their account status on Jul 16, 7:37 AM.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20240712-HRJ43T

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Jul 4th - July 8th I had a rental agreement. The car I received did not have **. I spoke with the host who advised me to drive back to the pick up location which was 9.1 miles away and go to his mechanic to have the ** refilled. I did so and within an hr of leaving it stopped working again. The host agreed to give me an extra day and for me to return the gas on half tank when returning the vehicle. Upon checking out the vehicle and ending the trip shortly after I receive an invoice for 43$ for gas. I disputed and spoke with the host who stated he had forgot and there were no further issues. He also confirmed through text message with me that there was no further issues that would arise the car was clean smelled good and undamaged. After the gas dispute was resolved in my favor the host then filed another violation for smoking in the car. *** disputed this numerous times provided screenshots of messages and pictures. All Turo reps feel the violation is not sufficient to charge me for but they have to escalate it to another department who continues to tell me its valid but wont provide any evidence to support the claim is within there policy. I did not smoke in the car so there is no way to prove that. They are trying to charge me 154$ for smoking in the vehicle. The rep say the host provided a bad zoomed in picture of a spot in the car that they cant distinguish where its from. Another said there are ashes on the floor but thats not possible because I vacuumed the car right before drop off. The same little white particles that were in the car on photos from when I picked up the car are the same white particles from when I dropped it off. There policy says indisputable to evidence yet they are charging me for something they cant prove nor can the host and they wont provide me with the evidence in which they are making there claim. I dont smoke the host and Turo is trying to rip me off!

  Business response

  07/16/2024

  Hello
  
  At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.
  
  Regarding the customer's issue, we have reviewed all available information and found the customer was notified of **********************'s decision regarding their charges on Jul 14, 2024 9:27 AM. Unfortunately, the customer does not agree with **********************'s decision regarding their issue.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20240712-L9J3GT

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a car through Turo and unfortunately it was totaled by another renter so I needed to get a new vehicle rented through Turo. In speaking with the Turo representative, she told me that I would be able to get the same make and model of the vehicle that I had currently rented that had been totaled for the same price as what I paid for my rental. When I called Turo to rent another jeep wrangler, they changed the policy to include that they do not do the same price; Its only $25 additional per day that they cover. There was no Jeep available in that price range so I switched to a completely different vehicle. This vehicle had a $120 delivery fee. I mentioned I did not want to pay that and was told I wouldnt have to because the delivery fee was part of my other rental of the jeep. When I got the receipt, there was a $120 fee for the delivery of the vehicle. I called Turo to dispute this and they told me that they had decreased different fees across the trip and therefore they had accommodated any additional financial costs. I explained to them that I would not have rented that particular car if I had known I was going to be responsible for the $120 delivery fee because I payed a higher price point because I wanted a jeep but would not have paid a higher price point for the car that I ended up with. They said that I was told that they did compensate me $25 so therefore they had done their due diligence. The bottom line of the total cost from the jeep and the car I ended up getting was only $15 difference. After being on the phone with customer support for over one hour the resolution was weve already done enough for you. My response to them was you cannot tell someone that youre going to give them the same type of car for the same price and then say oh no sorry thats not how it works and then say we are going to cover the delivery fee and then say oh sorry thats not how it works. Their communication of how they do things is unacceptable.

  Business response

  07/17/2024

  **************text="true" style="box-sizing: inherit;">
  At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.
  
  Regarding the customer's issue, we have reviewed any available information and documentation, however there is not enough information provided to identify a transaction. Customers may respond directly to this email with the reservation number or claim number.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20240712-W757P8

  Customer response

  07/17/2024

   
  Complaint: ********
  
  I am rejecting this response because:

   

  From: ************************* <********************>
  Sent: Wednesday, July 17, 2024 1:43 PM
  To: info <************************************>
  Subject: Re: You have a New Message from BBB Serving ***************** Area and ***************************, Complaint #********

   

  Hi, 

  Here is the reservation # 33773609.

  I think its also important for me to add that I was willing to pay more for a jeep Wrangler, but would not have paid more for an ***. The only reason I got the ***  was because I was told that I wasnt going to have to cover the delivery fee. I would have searched out an overall cheaper car had I known that the information that I was given was going to be reversed.  Again, every step of communication was rebuked by the next customer service representative. 

  Thanks,

  *************************

  
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was over charged with multiple and duplicate charges from Turo for the sum of $457.44. The company promised me refunds and that the pending charges from my bank will fall off, however they did not and I was still charged all the extra fees. Attached are screenshots where Turo claimed they've provided refunds. These were never provided as promised and need to be credited back into my account.

  Business response

  07/16/2024

  Hello
  
  At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.
  
  Regarding the customer's issue, we have reviewed all available information and found the customer was notified of **********************'s decision regarding their charge on Jul 15, 2024 at 7:34 AM. Unfortunately, the customer does not agree with **********************'s decision regarding their issue.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20240711-01IMAO

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been renting cars on the Turo app. My bank account was hacked while I had a vehicle out. So I sent my mom funds via cash app to renew the car for me. I added her bank info and deleted mines. After my bank account was straightened out I took her bank info off and added my new bank info I rented a car in February of 2024 using my bank info I was charged additional fees which I paid then turo without my permission tried to pull funds from my mom account remind you I deleted her account information but they kept it stored in their system I reached out multiple times to get this fixed I was told someone would contact me within 48 hrs I only received an email stating they were looking into the matter I talked with multiple customer service reps and explained everything and once again was told an agent would contact me no one never did then u was told it would take up to 90 days to fix they also told me to cancel the fraud that was put on my mom account from her I told them I didnt do anything wrong I deleted her account which hasnt been used since Aug of 2023 Ive rented cars afterwards with my new account information and after I paid fees they tried to pull from my mom account without permission no one never talked to me but instead they deactivated my account when I didnt do anything wrong they the ones that went into an account that was deleted without permission when fees was already paid they penalized me from their mistake

  Business response

  07/16/2024

  **************text="true" style="box-sizing: inherit;">
  At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.
  
  Regarding the customer's account issue, we have reviewed this issue against our policy again, and will remain with our decision.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20240711-Q3HX6G

  Customer response

  07/16/2024

   
  Complaint: 21972878
  
  I am rejecting this response because: I did nothing wrong. I paid the fee and they went into an account that was deleted off my account with permission. They was in the wrong and dont want to take accountability for it. If I committed fraud I would be in jail. No police report was made .
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented a car from Turo and on my last day of the rental, three hours before my flight the car locked my keys in the car with my purse and cell phone. I paid for insurnace for the rental period and didnt have my phone. I was unable to call into Turo for help. We tried to get into my Turo account with other peoples phone but it was a disaster and the situation was getting more nerve wracking bc of the time frame to get it unlocked and to the airport. A neighbor had a tow truck company and came over to open the car. They charged $75.00. I have attached the receipt. Turo will not offer a refund for this. They are saying the offer free roadside assistance. Since I was unable to get to my phone and due to the circumstances, I think it is the right thing for Turo to refund the $75.00 since I also bought insurance and they are supposed to cover this if it happens. To me it makes no difference if I found the tow truck company than if they did. They said they offer free roadside assistance. This was what happened. They should refund the $75.00

  Business response

  07/15/2024

  **************text="true" style="box-sizing: inherit;">
  At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.
  
  Regarding the customer's issue, we have reviewed all available information and found the customer was notified of **********************'s decision regarding their refund request on Jul 9, 4:27 PM. Unfortunately, the customer does not agree with **********************'s decision regarding their issue.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20240711-H0F7ZB

  Customer response

  07/16/2024

   
  Complaint: 21972116
  
  I am rejecting this response because it is unsatisfactory for Turo to decline covering the locksmith bill of $75.00 when they cover that normally through their roadside assistance coverage. It shows that they are not customer first. I was in an extremely stressful situation with locking my keys, purse, and cell phone in the car three hours before a flight home and having to return the car. It was also my birthday and I was at a family members house to celebrate my birthday. Apparently, I was supposed to call Turo to set up roadside assistance through them. We found a neighbor who owns a tow truck company who was able to unlock the car but had to charge us $75.00. Turo refuses to refund this even though I bought the insurance through them. It seems they only care about taking money from consumers and not doing the right thing. I tried to get into my Turo account through several attempts using a family members cell phone but the app kept locking me out since my cell phone automatically lets me in. It was an extremely stressful situation. The least Turo can do is realize it was a unique situation where I did not have my cell phone or access to the Turo App and refund me the $75.00 especially because I purchased insurance. I expect Turo to refund me since its the right thing to do and to encourage future trust in them. 

  
  Sincerely,
  
  ***********************

  Business response

  07/22/2024

  Hello
  
  At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.
  
  Regarding the customer's issue, we have reviewed all available information and found the customer was notified of **********************'s decision regarding their refund request on Jul 9, 4:27 PM. Unfortunately, the customer does not agree with **********************'s decision regarding their issue.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20240716-4NGCI2
  

  Customer response

  07/22/2024

   
  Complaint: 21972116
  
  I am rejecting this response because I feel that Turo is being unreasonably stubborn in offering a refund due to the circumstances. They expected me to know to call them when I didnt have access to my phone because it was locked in the car. They will not even offer a future credit towards renting another car with their company. I feel they are being unreasonable. I work for a travel agency and will not refer Turo as a car rental option. I feel it is still in the best interest of Turo to offer a refund regarding needing to have the car unlocked. They say they offer this service for free through their roadside assistance but I did not have access to my phone and was unable to get into my Turo account because their app kept locking me out. I was in a desperate situation. I had to return the car in three hours and board a flight. If not refunded this will leave a negative impression on me and I will not rent a car from Turo. I will also share my negative my negative experience with my clients, friends, and family.  
  
  Sincerely,
  
  ***********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩