ComplaintsforTuro

Auto Rentals and Leasing

Additional Complaint Information

Customer Complaint:

Turo came to BBB’s attention in July 2011. A review of complaints was completed in July 2024.

Consumers and Hosts are urged to review the following link for information on terms of service.

https://turo.com/us/en/policies/terms

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Initial Complaint
09/21/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 13/09/2024, I rented a car on the Turo platform from ************* and drove it to **************I got pulled over by the police in *************. The car had its registration suspended and they towed it away.I was left in ************* without a way to go back to ********. Turo didn't offer any solution except to rent a car from another rental company, which we tried, but unfortunately no company would allow us to drop their cars in ********. In the end, we took an **** and paid 350$.Turo has since been completely unresponsive. I believe Turo should not rent cars without checking their registration. I wonder what would have happened if were pulled over by the police on the highway, or worse, in terms of insurance if we had a car crash.
Business response
09/27/2024
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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
20240921-65CKJI
Initial Complaint
09/19/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Hi, I booked a car rental on 9/17 to pick up on 9/18. We got a call to get to MA. For a family emergency. My mother in law does not know how ro send cash online so she paid for two Turo giftcards in the amount of $450 to pay towards a van that cost $645 for the trip. Well we picked up the van on 9/18 to head to MA at 12pm when the host had it ready. Well the van broke down at 9:30am on 9/19. Not even 24 hours later. It started to overheat and smoke so we pulled off highway into the wawa. We were there all day til 4pm waiting for tow truck from Turo and trying to find another car rental to get to **. No rentals except at the airport. As we ate in parking lot with broke down car it was leaking Antifreeze everywhere. The **** worker said it can not stay there leaking that. We did not know what to do as it was not drive able. So I looked up a mobile mechanic and he came and said the radiator split and thats why it was leaking. As we had no choice we paid him $180 for labor and $301 for parts for him to fix it so the antifreeze didnt leak and it could stay at wawa til Turo Tow Truck came. Then after hours we decide to pay for an **** to send my husband to the airport to get another car rental. They had none that fit us but we paid another $500 to get that and squish in. Turo said after car gets towed call them back for a refund. Well I called and because I used $450 in giftcards from my mother inlaw to pay for car they will not refund that but would give half as a credit on Turo and refund the $195 I paid on a card on my card. Why am I not getting the entire refund? She used cash to get those giftcards for me to get car. That is money and after everything that happened and all the other money I have spent they really think I will use a Turo credit. My account shows I do not use credit and that those giftcards were put on as making that reservation. I do not want a credit I want a refund for a car I did not get to use for the 11 days I paid for? Please help me
Business response
09/27/2024
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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 on September 20, 2024. Unfortunately, the customer does not agree with **********************'s decision regarding their issue.

We appreciate your time and understanding regarding this matter.

Thank you,
Turo
20240920-A4W2GX
Initial Complaint
09/19/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I rented a car through Turo. First of all, the prices listed increase by almost 50% when you get to check out, which is illegal in the ** now. It advertises a price much less than what the total ends up being which results in so much wasted time as by the end of the process you have a car that is over your budget. Their customer service is outsourced to another country where the English level is very low and they are unable to help with most things. They are inconsistent with their policies, or untrained so one agent will give you one bit of info and the next agent will say that is incorrect. I rented a car that immediately had service lights go on within hours of renting it. My host was hostile, aggressive and scary. Anytime I reported a light going on he gave me a story about why it didn't matter. Eventually after I spoke with one agent, they told me this man would be removed from the app for lying to me and sending wrong information on 3 counts, and that I should call support and have the car towed. After that call I the host sent me a screenshot of my location, showing he was tracking me. I immediately called again, and they said this was against their policies and he would be removed. I returned the car and was left stranded with no vehicle for 12 hours. The man continues to harass me, sending me money requests and calling me narcissistic and a liar. I wrote a review warning other women about him, and he had it removed. Turo put it back up and he had it removed again. I lost about 40 hours of work with their "customer service" which is a joke. If they just had people properly trained none of this would never have happened. I spent every single day on the phone with them. I couldn't sleep at night. English is my second language, but customer service agents need to be able to understand and help, not endanger people and enable harassment.
Business response
09/26/2024
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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
20240919-AQA5V4
Initial Complaint
09/18/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Me and my family rented a car from Turo for a trip Aug 31 2024 to Sept 2 2024. The car got repossessed at 4:00 a.m. from the hotel two hours from home. We didnt have the rental for ************************************* the car. We contacted the owner and Turo. Turo said they were going to investigate but it took forever for a response on what happened but they still refuse to give me a refund. It's been 2 weeks and 3 days since thus happened. We are victims in this....Turo should've been reimbursed me. The owner of the car has since changed his profile and removed it. I have a screenshot of everything from the day we booked the rental. I also have video footage of the car being towed as well as text messages between me and the owner when I discovered the car was missing. I also have texts from the investigator *** from Turo regarding the matter.
Business response
09/24/2024
**************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
20240918-V2D3DA
Customer response
09/25/2024

Complaint: 22305320

I am rejecting this response because:
They know I rented that car and reported it when it was towed. They are trying to scam me and I will sue. I sent screen shots of the transaction with the amount and the dates. I also sent screen shot of a conversation with an investigator from Turo...***. Why is Turo trying to steal from consumers? I reject this response because it simply doesn't make any sense and I want my money back. Turo should have refunded me when I reported the car stolen/towed with my belongings still inside. It's been 3 weeks and 3 days and now they want to pretend like it never happened. It did and I want my money Turo.
Sincerely,

********* ******
Initial Complaint
09/17/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
They have refused to process 2 claims even though I have their 60 plan coverage. 1. Reservation ID ******** - A previous claim was denied because the guest said it was pollen on the vehicle. It ended up being rail dust that I had to pay 1400 to remove and no one has given me any status as to my recent fees i've had to pay. Not to mention I have 60 coverage. What action are you all taking to remedy this?Claim ****** , Reservation ******** | 2020 Chevrolet Bolt EV |2. I have a chat reference number 20240915-A9F94F. A claim should have been started for this on 9/15/24 but i dont see one yet. What is the status Claim request Reservation ******** Case ID ***************
Business response
09/24/2024
**************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 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
20240917-FPJS7U
Customer response
09/26/2024

Complaint: 22298854

I am rejecting this response because:
They still have yet to follow up on this action and actually resolve anything.
Sincerely,

****** *****
Business response
10/01/2024
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
20240917-FPJS7U
Customer response
10/02/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *****
Initial Complaint
09/17/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On September 5th, 2024, I was told on a recorded line that I would be able to transfer to a new vehicle on the following day. On September 6th, 2024, I was told on a recorded line that I would not be able to get a vehicle after I had already canceled the first vehicle, which left me stranded. On that same call, I was told I would receive $616 as a refund. I did not get a second car or the money back, and I am currently being denied my money. I am not asking for any more than I was told I would receive. I am asking them to be fair and honorable.
Business response
09/24/2024
**************text="true" style="box-sizing: inherit;">
At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.

We have reviewed the situation in this report with all information available to our team. We have discovered the customer was refunded the mentioned amount on September 18, 2024. We did contact the customer directly via email and provided them an update on the status of their account.

We appreciate your time and understanding regarding this matter.

Thank you,
Turo
20240917-UNU49L
Customer response
09/24/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *****
Initial Complaint
09/16/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Rented a car from Turo on September 12, 2024. Vehicle was a 2019 Dodge Caravan. Car had external damage to the rear passenger door due to a collision that happened prior to me renting it. The damage was mentioned in the vehicle description. The housing for the seat controller for the driver seat was a little loose as well. However I did not pick up the rental until 11pm PT and needed to get on the road immediately so I hoped they were just minor things. I picked up the other passengers and we headed out to *******, **. While driving the car I was not involved in any accidents. However the rear spoiler became loose. I believe the pins that hold it to the trunk may have come loose or cracked. I didnt have a way to secure the spoiler and didnt want to be responsible for removing it from the vehicle so I kept driving. The spoiler eventually flew off of the vehicle due to wind resistance but I was able to retrieve it from the side of the freeway and brought it back with me. Also during the drive back the housing for the driver seat controls became even more loose and the wire/connector that powers it was disconnected. We also dealt with a few issues of the back seats sticking when trying to fold them down. I called the host immediately and explained to him what happened and he immediately went on the offensive and placed the blame on me the renter. He explained that I could file a Damage claim through the app or online which I attempted to do while returning the vehicle. I figure the process out the next day but the host had already filed a claim. I believe the host was aware of all the problems yet still rented it out and Turo did no inspection on the vehicle prior to adding it to their platform. The host also stated that the car wasnt meant to be driven that far but failed to state that up front in the vehicle description page. He also said you get what you get for that price. Now he is getting over by getting me to pay for problems that were already present.
Business response
09/23/2024
**************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 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
20240917-Y8S8FY
Initial Complaint
09/16/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I booked a car with Turo on August . I picked up the car from the host at X on X. As soon as I picked up the car, I noticed a grinding sound underneath the front of the car. It was so strong that it vibrated both the driver and passenger sides. I contacted the host and they stated that they were aware of it and it is the "luggage lock". They stated that the mechanic had approved it, and sent inspection reports from May and June. The reports do not say anything about being aware of an approving this issue. I contacted customer service, and they told me I would be given either a new car or a full refund. I stated that I would like a refund. They directed me to return the car and keys to the same place that I had picked them up. I did this and contacted customer service afterwards. They directed me to contact the host, which I did. After a very long phone call, I was assured that the car was confirmed dropped off and that I would be given a full refund. I have since been given half a refund and was charged for a late return of car.
Business response
09/22/2024
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 on Sep 13, 2024 at 4:02 PM EDT. Unfortunately, the customer does not agree with **********************'s decision regarding their issue.

We appreciate your time and understanding regarding this matter.

Thank you,
Turo
20240916-EQ773B
Initial Complaint
09/14/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On June 29, I rented a Turo for the day in *******. The listing was for about $34 plus taxes and other service fees. The listing at that time made no mention that I would have to pay for where the car was parked. The pick up location of the car was at **************. When I picked up the car, I had to pay $60 for all the days it was parked there, periods of time that I couldn't have possibly be responsible for since I landed in ******* on the 28th. I reached out to the owner of the car and he said he would reimburse me everything but $15 but he did not. I have reached out to Turo directly and they would not refund me any money. And I have gone through the dispute through my credit card company and they could not resolve this. I just want a refund of my $60.30. In addition to me paying for parking that were hidden fees I was not agreeing to pay when I booked the Turo, the car was dirty and did not appear all the way safe to drive which was misleading by the listing. I have had problems with Turo in past. Their customer service leaves a lot to be desired.
Business response
09/19/2024
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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 on July 16, 2024. Unfortunately, the customer does not agree with **********************'s decision regarding their issue.

We appreciate your time and understanding regarding this matter.

Thank you,
Turo
20240914-L0ICRD
Customer response
09/20/2024

Complaint: 22286034

I am rejecting this response because:

Sincerely,

Britagne *******
Business response
09/26/2024
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 on July 16, 2024. Unfortunately, the customer does not agree with **********************'s decision regarding their issue.

We appreciate your time and understanding regarding this matter.

Thank you,
Turo
20240920-AA4LXX
Customer response
10/01/2024

Complaint: 22286034

I am rejecting this response because: this is not solving my issue. Their were what amounted to a hidden fee where I had to pay for parking I had nothing to do with. I had to pay for 4 days of airport parking when I have proven it was literally impossible for me to be responsible for that. I am simply requesting a refund of that car rental to make me whole again.

Sincerely,

Britagne *******
Initial Complaint
09/13/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
A car rental reservation was made and confirmed via the Turo App. My card was charge $199 for the rental and shortly after, I received an email stating I was no qualified for using the **** No refund was provided. Turo stated refund would be provided within 10 days. Transaction was a scam.
Business response
09/20/2024
**************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 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
20240913-XYY2QJ
Customer response
09/23/2024

Complaint: 22283765

I am rejecting this response because:

Business is now stating charge was a cancellation fee based on my part. Initial correspondence with Toru, they stated and admitted they had to cancel the reservation and full refund would be granted within 10 business days. This proves their deceptive and fraudulent business practices. My documents showed the car was reserved, paid for and I was even in communication with the owner.
Sincerely,

****** *****

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