Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/19/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ON APRIL 3, 2025 I RESEVERED A RENTAL FOR MAY 29, 2025 WITH PAY LATER OPTION USING TURO APP, HOWEVER THE AMOUNT OF RENTAL ($284.13 WAS DEBITED FROM MY ACCOUNT SHORTLY AFTER I RESERVED IT ) WHEN IT WAS SUPPOSED TO BE TAKEN OUT A DAY BEFORE THE ACTUAL TRIP (MAY 28, 2025) I CONTACTED TURO THE NEXT DAY (APRIL 4, 2025) ABOUT MY *********** WAS TOLD "IN ORDER TO REFUND MONEY, I WOULD HAVE TO CANCEL RESERVATION, I AGREED TO CANCELING RESERVATION & WAS TOLD MY REFUND WOULD BE PUT BACK ON MY CARD THE NEXT DAY (APRIL 5, 2025) BY 7PM. STILL NO REFUND, I CALLED BACK ON MONDAY (APRIL 8, 2025) AND WAS TOLD "TO WAIT 5-7 BUSINESS DAYS, IF I DIDN'T RECEIVE WITHIN THE 7TH BUSINESS DAY TO CALL BACK" I GAVE IT A FEW MORE DAYS ENSURING MY MONEY WOULD BE REFUNDED & STILL HASN'T BEEN, TODAY (APRIL 19, 2025) IS THE 10TH BUSINESS ******* STILL HAVEN'T RECEIVED MY REFUND, MY BANK DOESN'T SEE ANY REFUND FROM TURO OR PENDING REFUND. I NEED MY MONEY BACK, AT THIS POINT IT SEEMS AS IF MY MONEY WAS TAKEN & NOT GOING TO BE RETURNED, PLEASE ASSIST WITH THIS VERY URGENT MATTER,THANK YOU

  Customer Answer

  Date: 04/22/2025

  From: ***** ******* <*******************************>
  Sent: Monday, April 21, 2025 8:44 PM
  
  

   

  Good evening, I just spoke to another representative at Turo & after looking carefully into account, they're now stating that the money wasn't taken out after all & that it was reversed, the information I was given regarding a pending refund was incorrect, please cancel complaint, everything is fine. Thank you for your assistance in this matter. 

• Initial Complaint

  Date:04/16/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Summary Turo Claim ****** Turo is attempting to collect payment for a damage claim that lacks timely or verifiable evidence. The rental was paid in full via Apple Pay, and the vehicle was returned in person and accepted without objection. Im concerned this unresolved charge may unfairly impact my or my grandsons credit.Complaint Details:The vehicle was rented from March 2730, 2025, and paid for using my grandsons Apple Pay account. It was returned in person and accepted without issue by the hosts representative. No damage was reported, noted, or documented at that time.Turo policy requires verifiable, time-stamped proof of damage submitted at or near the time of return. Instead, the host submitted retroactive photos days later. While the absence of check-out photos may affect the review, the burden of proof lies with the hostnot the guest. Photos submitted after the fact, without in-person concerns, do not meet the standard for valid evidence.Additionally, after the keys were handed over, there is no way to confirm what occurred with the vehicleincluding whether it was driven. This raises further doubt about the legitimacy of the claim.Despite my good-faith dispute, Turo upheld the charge. Im now concerned it could be sent to collections or reported to credit bureaus, impacting my credit or that of my grandson, who is just beginning to build his financial history.Desired Resolution:Close the claim and remove the balance.Confirm no adverse credit reporting will result.Remove any association of the claim with me or my grandson.Ive tried to resolve this directly, but Turos position leaves me no choice but to escalate. I trust the BBB can assist in reaching a fair outcome.Sincerely,****** ******

  Business Response

  Date: 04/21/2025

  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
  20250416-MPTMOP

  Customer Answer

  Date: 04/22/2025

  Subject: Update on BBB Complaint Resolution Accepted
  To Whom It May Concern,
  Turo Claim 765268
  
  Thank you for your continued assistance in facilitating this matter.
  

  After further independent investigation and review, we have decided to accept responsibility for Turo's claim. We have informed Turo of our decision and are initiating payment, which we expect to finalize within the next ten (10) business days.
  

  We appreciate your support throughout this process.
  

  Sincerely,
  

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

  
  

• Initial Complaint

  Date:04/11/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was led to believe these cars are inspected and up to date with any mechanical issues or faults. The headrest to this van "exploded" because of the heat and the fact that this is a known problem. This happened while my daughter was riding behind the seat. Luckily a spring didn't get her in the eye. This was a safety issue for sure. I'm not asking for any compensation currently however I do wish for the ridiculous $843 collection (my only derogatory **** on my credit) to be removed and considered paid. This is a $40 headrest on a 10 year old vehicle that the company is trying to get me to pay almost $900 for. I cannot get an individual on a phone for the life of me but I recieve harassing emails every week demanding money. I have attached the over 70 some complaints regarding this headrest and photos of the actual headrest as well as sample photos and a manufacturer warranty extension from ***** for the specific headrest from this year van.

  Business Response

  Date: 04/20/2025

  Hello
  
  At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.
  
  Regarding the customer's claim issue, we have reviewed details and the customer was provided an explanation of the claim estimation process on August 2, 2024. Additionally the customer was informed about claims coverage in general on August 2, 2024. The claim is closed.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20250412-CHVXE2

  Customer Answer

  Date: 04/20/2025

   
  Complaint: 23193651
  
  I am rejecting this response because: I don't understand the response. If this claim is closed, why do i have a collection on my credit report. This is confusing. I sent plenty of documentation. Why is *** trying to collect almost $900 from me??
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/23/2025

  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 documentation to fully understand the circumstances. The customer was notified of **********************'s decision regarding the claim on August 2, 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
  20250421-E8SOIK

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23193651
  
  I am rejecting this response because: The collection amount has not been forgiven and my credit report has not been updated reflecting that turo has closed the claim. Are we in agreement that Turo will be forgiving this and closing the claim?? This is still very open ended. Please let me know.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a vehicle on 4/7-4/9 from Turo reservation number ********. I encountered issues while on my trip with the vehicle hesitating to start and the uncleanliness of the vehicle. I reported this issue to the host and also Turo. I was advised by Turo once I returned the vehicle and uploaded photos in the chat I would receive a partial refund which I did. I called in to make them aware that the vehicle was returned and I sent over the photos. They agreed that they were sufficient enough to issue the refund in the amount of $61.44 off of my trip. Upon further investigating Pearlyn *** refunded me $61.44 out of my security deposit which she was suppose to have refunded me off my trip amount. Why would you refund me $61.44 that I was gonna be refunded on April 13th. So I was never refunded anything. The dishonesty is at an all time high when its time for companies to refund customers their hard earned money. The hurdles we have to jump to get something back thats owned to us is sad. This is not at all how you handle business at all. Not to mention the numerous amounts of times I have reached out to Turo sat on hold phone being disconnected and not a single person have called back afterwards. Not to mention being on the phone with them at 2:00 am when I have to be to work at 7:00am. The lack of customer service and customer support is a real thing. This matter should have been resolved in one phone call!!!!!! This is how companies create problems for themselves by being ********* because its customers like me who will check behind them. These companies start getting big headed and the lack of customer service goes down hill after that sadly.

  Business Response

  Date: 04/20/2025

  Hello
  
  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 on April 11, 2025. We did contact the customer directly via email and provided them an update on the status of their account on April 11, 2025.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20250411-8H0IQY

  Customer Answer

  Date: 04/20/2025

  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,
  
  Daneea *******

• Initial Complaint

  Date:04/10/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint because I was promised a 50% discount by a Turo customer service representative for a future reservation due to a prior inconvenience I experienced while using the platform. I trusted the information provided to me and planned my next reservation based on that expectation.When I reached out to redeem the discount, I was informed by a manager that after reviewing recorded calls, they could not find a confirmation of that promise and therefore would not be honoring it. This decision is unacceptable, as the offer was explicitly communicated to me by a representative, and I would not have expected or requested such a discount without that interaction.Turos refusal to honor what was promised feels like a breach of trust and poor customer service. The company has acknowledged that no discount can be provided because of a lack of audio confirmation, which puts the burden on the customer for an internal issue within their system.I am requesting that Turo honor the originally promised 50% discount on my next reservation. Alternatively, I am open to a comparable credit being issued to my account as a goodwill gesture. I would also like the company to review how it documents customer interactions to prevent future issues like this.

  Business Response

  Date: 04/17/2025

  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 concern on April 9, 2025. Unfortunately, the customer does not agree with **********************'s decision regarding their issue.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20250410-HQ7BJ1

• Initial Complaint

  Date:04/10/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 6 I had filled a report explaining to Turo regarding my experience with a rental through their platform. Not only has the business disregarded my concern but also ignored me as a customer about my complaint with the service I had received. Turo has not taken the initiative to even hear my concerns about the bullying behavior from the host. My main concern is I have no where to go and be heard when the business owner disregards my concern and fraud practices on the platform. The abusive nature of Turos business practices is leaving me cornered and not heard for the frustration that I have gone through. With the complete disregard and unhelpful behavior of Turos team I am left no where to go than to file a complaint against fraudulent business practices. The biggest challenge I face is that turo does not even reach out to hear my concerns and issues I have faced using their platform.

  Business Response

  Date: 04/16/2025

  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 April 5, 2025.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20250410-4S7EXO

• Initial Complaint

  Date:04/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Turo charged me $569.06 for damage to a rental car that I did not cause. My reservation was from April 47, 2025. After the trip, they sent me an invoice claiming cosmetic damage. I provided evidence that this damage existed before my tripincluding a public review from another customer posted on February 10, 2025, describing the same damage.Despite this, Turo denied my dispute and processed the charge through Afterpay. I also reached out to Afterpay and submitted a dispute on my side.Turo has not provided sufficient proof that the damage occurred during my trip and ignored the review I submitted. I believe this charge is unjust and Im requesting a refund or full reevaluation.

  Business Response

  Date: 04/17/2025

  **************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
  20250410-BWHC9P

• Initial Complaint

  Date:04/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned the vehicle early due to reporting to Turo the Host was violating Turo policies regarding the prohibited use of Apple Active Tracking Air Tags. When returning the vehicle the street parking spot was taken by another vehicle. Turo said that the host did not have reserved parking he uses street parking its not my fault someone was parked there.I did put gas in but the tank was not full when I picked it up but was a little short. The Host took a picture of gas gauge before he put gas in but not after. I disputed asked the owner to provide a picture of the tank after to show he did not fill it but he had no picture.He then filed an improper return because I didnt return to the same parking spot. I call and spoke with support who investigated said it was beyond my control, not improper return. credited the $50 charge. owner left a review on my profile saying improper return. owner violated Turo policy by Posting false, inaccurate,libelous content After requesting review be removed and escalated this is reply Please consider this as a final decision as we cannot see any evidence to support your request. Ridiculous!! It was already investigated and proven. the next weekend I needed 2 rent car so I had 2 pay the invoice2 be able 2 rent car. I called 2contest the charge and get refund. After the Turo agent investigated my claims he came 2 the conclusion the Host did not provide proof and refunded ***** about 2 book my next trip this weekend and I cant because the same invoice is back. I call and agent escalated so I get an email from supervisor saying We received a valid post-trip reimbursement request from your host,on reservation ********. Specifically for refueling. Ridiculous! I replied 2 email got no response now for 4 days.Then when asking to take to arbitration as they have violated their own policies with me as well as host has and now they have ruined my sons spring break and the time I have put into this is outrageous!! I have been ignored!!

  Business Response

  Date: 04/16/2025

  Hello
  
  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 of a partial amount of their transaction on April 15, 2025.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20250408-9F4OUK

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 03/19/2025 I was charged on dc ending in 6278, $402.21 for trip starting on Wednesday, 03/26/2025 at 4:00PM and ending initially on Tuesday, 04/01/2025 at 10:00AM. According to pick-up instructions, it explains upon arrival at *********** to take shuttle to "LAX Budget parking lot" where the car will be located. I received a message from Host an hour prior to trip start time advising car can be located in *************** whereas there is NO shuttle services to location but I was going by instructions given and attached. The issue didn't start there but made trip a little more difficult as an ********* ride to that location during rush hour would be over $300 which is unacceptable. To find a quick resolution since I had my wife, 5 year old and newborn with me on this trip, we decided to take a $110.50 **** ride to a family member home JUST 12 miles away in **************, ** whereas they accommodated a ride from there to *************** to retrieve vehicle. The severe issue then occurred between 1:30AM - 2:00AM on Friday morning, 03/28/2025 whereas I was informed by family that the car was missing (car keys were still on my person - last seen car around 1:00AM, 30 minutes prior to disappearance.) My initial reaction was calling area ***************** who initially advised that they did not have vehicle so I assumed stolen. After speaking with Police, it was confirmed car was NOT stolen but impounded for reasonings they could not disclose since not the owner. I spoke to Turo on 5 different occasions who could not offer a prompt resolution for another vehicle after my contract was broken improperly and explained I would have to wait 1 - 2 biz days for an escalation resolution since Host was not responding. I still haven't received a response to date and had to forfeit my losses (personal booster seat was still in confiscated vehicle) and acquire another rental which cost more unnecessary expenses. This overall experience provided negative impact on my family and I.

  Business Response

  Date: 04/16/2025

  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
  20250407-7B04VV

• Initial Complaint

  Date:04/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  04-02/2025 false advertisement

  Business Response

  Date: 04/09/2025

  **************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 provided a resolution on April 6, 2025.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20250407-JDJZB9

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23168800
  
  I am rejecting this response because:

  They told me in 24 hours I will receive the code for my bonus free day and I didn't!!!! Lies lies lies the pain in my ankles I endured and my senior mother walking for almost 3 hours back home . Being stranded in a city where is deserted . Thinking I will receive my bonus free day like I was told. . I even purchased 2 days of car rental cause I was told I will get my bonus day! Lies
  
  Sincerely,
  
  ***** ********