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:08/30/2023

  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.

  I rented a vehicle on Turo on August 28th and returned it on August 29th. Rental period started at 9:00 PM (all though, due to lack of sufficient communication with the host, it wasnt picked up until approximately 9:20PM, and was returned to the host at 8:45PM due to further lack of communication, the car was ultimately parked and trip completed at 8:55PM) so doing basic arithmetics here the total duration of rental was UNDER 24hours.. the following day, however, Turo charged my credit card an additional 62 dollars for late return. Upon calling customer service I was told that they charged me a half a day of rental for returning the car late. I explained that all though my reservation was from 9Pm on the 28th through 8Pm on the 29th, I was about 45 minutes after 8PM, BUT STILL WITHIN THE 24 HOUR RENTAL WINDOW. They refused to refund the additional bogus charges, and said they wouldnt be able to help me any further.

  Business Response

  Date: 08/31/2023

  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 the additional usage fee but you still have tolls and additional mileage to pay.  This is on the $62 charged to your account.   

  We appreciate your time and understanding regarding this matter.
  Thank you,
  

  Turo

• Initial Complaint

  Date:08/29/2023

  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.

  Date of transaction: June 23 - 24, 2023 Vehicle ************** Armada 2020 Incident: At the time I rented the vehicle, the right quarter glass panel was broken into in ***********. A police report ********* was filed for the incident. I tried to settle with the host for replacing the glass window, but he requested for us to just return the vehicle.Problem: 2 months after, Turo reached out to us to inform us of the charges amounting to $13,428.43. We were surprised that the amount being charged is that high, we were a victim of a similar incident before and we know how much it could cost us. We even got to an accident before and it did not even cost us half of the ridiculous amount being charged to us or our insurance by Turo. We reached out to Turo and questioned the charges. Even though the issue was a smashed quarter panel window (3rd row), there were a lot of unrelated repairs or damages that were seemingly attributed to the the incident, such as scratches on the wheel flare, scuff on the door trim, scratches on the seats. We reached out to Turo to inform them to investigate further as it looked like we were being taken advantage of from the incident. But the response that we got was that they already investigated it and everything is related, without any explanation as what seemingly looked like wear and tear of the vehicle was treated as impact or defects from the incident. Turo should have investigated this when the incident actually happened, not after the host had all the repairs done. We did not even receive any form of communication about this during the process, yet they are invoicing us of an absurd amount they could not even provide explanation for. They are very unwilling to help us out or to make sure we are not being ripped off by the host or the body shop. They are taking their hands off when they should have dealt with it and ensured the damages were actually from the incident.

  Business Response

  Date: 09/01/2023

  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 Claims team.  It appears the Right quarter glass was broken and there's glass all over scratching the interior on the right side. The guest appears to have declined the coverage which I understand their frustrations, but it does appear that we paid what we owe on this claim. With no coverage the guest is responsible for the damage.  You can possible try to claim on your personal insurance.

  We apologize for any inconvenience.

  Turo

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20540879
  
  I am rejecting this response because:

  I need proof or pictures that there were damages on the said rented vehicle. I don't get it why you guys cannot provide that to me especially the door. I know I am responsible for the window, but everything else seems like a rip off from the host or you.

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

  Business Response

  Date: 09/07/2023

  Hello,

  We have reviewed the situation in this report with all information available to our Claims team.  It appears the Right quarter glass was broken and there's glass all over scratching the interior on the right side. The guest appears to have declined the coverage which I understand their frustrations, but it does appear that we paid what we owe on this claim. With no coverage the guest is responsible for the damage.  The quote was written to industry standards.  You can possible try to claim on your personal insurance.

  Thank you

  Turo

• Initial Complaint

  Date:08/29/2023

  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.

  From August 17th to 20th, I rented a 2023 *** ***** from Turo, it was a great experience except for a flat tire that I got on Saturday Morning and I called *** to have the car towed to ***************** in ******** which was the closest dealer to my airbnb. **** the owner of the car is fantastic with great communication skills, she suggested that I get in touch with Turo to receive my $203.24 that I paid for the tire and it also put me in credit card debt that I have to work 15 hours a day to pay back and it has almost two week and no money.

  Business Response

  Date: 08/31/2023

  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. It looks like at time of reservation you opted to decline coverage.  This means you have no coverage for any damage to the vehicle even if not a direct fault of the driver.  Going through personal insurance may be an option but you will need to check with your insurance company.  

  We apologize for any inconvenience.  

  Thank you,

  Turo

  
  

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20540554
  
  I am rejecting this response because, I filed a claim previously and I was told that I would have to wait for a resolution's person to get my money back. I at least deserve a credit for my inconvenience.:

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

  Business Response

  Date: 09/01/2023

  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. It looks like at time of reservation you opted to decline coverage.  This means you have no coverage for any damage to the vehicle even if not a direct fault of the driver.  Do you have any communications from Turo regarding who you spoke to or who advised you would have to wait for a resolutions person?

  Turo

  Customer Answer

  Date: 09/01/2023

   
  Complaint: 20540554
  
  I am rejecting this response because I do not agree:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/29/2023

  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.

  Transaction Date: 8/19 I rented a vehicle through Turo. It was damaged by a 3rd party and I was sent a bill for $251 by the vehicle owner to fix the minor problem. I reached out to Turo and stated I didn't think this was right. Turo did not notify customers of the highly limited availability of EV charging on Oahu. I was forced to charge it in a dangerous area and a homeless person damaged the car.Additionally, there is nowhere to overnight charge- making it nearly impossible to get a "full tank". This means that there is a $25 hidden fee.Just a few days later, Turo stepped in with its own appraiser and upped the bill to $750... to do the same thing originally appraised at $251.They are refusing to address the issue and literally told me to get a lawyer.

  Business Response

  Date: 09/01/2023

  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 Claims team.  They have already dealt with this issue directly with the guest and was resolved on 8/31/2023.

  Thank you,

  Turo

  
  

• Initial Complaint

  Date:08/29/2023

  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 August 18, 2023 I rented a host vehicle on Turo. The vehicle I initially wanted was a 2023 ***** SUV. The host accepted my request and Turo charged my credit card for the vehicle. The host communicated that the vehicle would in fact available and that I could pick it up the morning of Friday, August 18, 2023. I ordered the car on that Tuesday before the date. On the morning of my pick up, I contacted the host to let him know that I would be on my way to pick up the vehicle. The host called me and said, "I was waiting on you to call me. The person who had the vehicle before you, may want to extend the use. Yeah, I always tell people to tell me in advance if they want to extend. But I have a Lexus you can drive. It's a great car." I did express my disappointment in the change but said let me see the other car. The host shared the listing with me. The car appeared to look nice from the Turo listing. The car was older but I was in between a rock and a hard place since it was at the last minute. I called Turo and asked them is this customary and they said it has been and that I will need the host to cancel the other car so I could switch to the new one. Turo told me I would have to pay more money for another car because [sic] you are making a last minute change. In fact I was not making a last minute change, the host was. I called around to local rental car places to get another car because I really wasn't happy with the last minute switch. Unfortunately, none of the traditional rental places near me had any cars. So I ordered my Uber to head out 30 minutes from my home to pick up the Lexus. When I arrived, the car didn't look like the pictures. The car was beat up with very high miles. It even had duct tape holding the door. Because I had no transportation for my sister's wedding. I felt tricked into this old car. The car did not drive well and it was old. The host even admitted to the car being old and a bit beat up do to wear and tear.

  Business Response

  Date: 08/30/2023

  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 all the issues stated in this complaint.  The trip photos do not state any issues with the vehicle or the tapped door.  The Host has not put in any claims at this point.  If he did we would require evidence for any claim(s).

  We apologize for any issues with the original reservation and the Host will be coached on the situation.

  If you have any other evidence of the issues in the quality of the vehicle, please let us know.  

  Thank you,

  Turo

  
  

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20537409
  
  I am rejecting this response because:

  Turo has opened an investigation for the host on an insurance claim. The photo of the door was uploaded to the photos on my return trip and my departing trip. I also called Turo to complain about the car. The host wants to blame me for his car not driving well but I did nothing to the car but drive it normally like I would have driven any car. The car had poor take off and  speed but I thought this was standard for this car because the host told me it was an old car that is a bit beat up. The car had over 110k miles and didn't seem as if it had been driven in a while. 

  I don't feel as if I should have to pay for a poorly maintained vehicle. The host is upset because I complained about the car to Turo and they refunded me some of my money back. Now he initially gave me a good review and didn't mention anything about the car having an issue until after Turo had issued me a refund. This is not right!

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

  Business Response

  Date: 09/01/2023

  Hello,

  The Host at this time has not filled any claims which has been charged to you.  You have been refunded some money for the most recent reservation.  Is there anything specifically you need from Turo BBB at this time?

  Turo

• Initial Complaint

  Date:08/29/2023

  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.

  This is what happened:- I rented the car on Turo and took photos before giving the keys to the guest. See all the attached photos on the Turo app before giving the keys. I show his photo, his ID and everything.- When the guest returned the car, she was with his girlfriend and I took photos of everything and submitted them on the app. You can see the timestamp of the photos and everything, same location. He is even in some of the photos as proof.After that, I took the car and left it in my garage. Today I took the cover off and noticed a lot of oil stains on the wrap. I went on instagram to see if someone tagged the Pink Mclaren since it's a very unique car and found that the guest and his girlfriend went and did a photoshoot on July 23rd with my car. See all the attached photos of his girlfriend climbing on the car??? That is ridiculous, this is a $300k car!! Also please notice all the photos in which she is laying on the car with tanning oil on her legs and body. The marks on the wrap match exactly where this lady was posing. Moreover, see where she is putting her high heels!!! She ripped the car wrap. M DAMAGE:- *********** stains throughout the car on where his girlfriend sat for photos. Stains are located everywhere throughout the car. They were not noticeable when he returned the car because the stains take time to develop especially on the velvet car wrap. See photos and they match exactly where she was sitting. The areas include the driver side, hood, bumper, passenger side, roof, rear area and engine. See the photos, she was rolling on the car!!!- Puncture holes on the wrap around the vehicle where she stood up with high heels. See photo exactly matching the driver door on where she laid her high heels and broke the wrap. - She then stood up on the leather seats with her high heels on!!! Look at the photos, she is standing puncturing and leaving marks on both the leather seats! That is unbelievable! There are marks of her heels

  Business Response

  Date: 08/29/2023

  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 are looking into this matter.  Unfortunately there are no photos attached to the BBB complaint. 

  Have you contacted Turo Claims directly regarding this issue?  

  We appreciate your time and understanding regarding this matter.
  Thank you,
  Turo
  

  
  

• Initial Complaint

  Date:08/28/2023

  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.

  Constant delay in receiving notifications through the Turo app. Seems from online comments that this affects android phones. My previous complaints were not resolved. Again a delay caused an issue with a guest. Notifications received six minutes after messages are sent. Unacceptable. Already charged $100 for a "late delivery" within the 30 minute grace ****** because the guest complained that I hadn't responded to her messages. I want a refund.

  Business Response

  Date: 08/29/2023

  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 documentation you provided, however there is not enough information provided to identify a transaction. As a Host you have 206 trips, was this about a specific trip or multiple?  Was the late fee charged to you as a Guest or Host?

  Please respond with the reservation number or various reservations you have had an issue with.

  We appreciate your time and understanding regarding this matter.
  Thank you,
  Turo
  

  
  

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20534576
  
  I am rejecting this response because:

  These are the reservations in question. The current rental with the jeep gladiator is the one where I discovered that the delay in messaging was still not resolved (from 4 to 6 minutes), but that my guests are only receiving one attached photo in each message even though several were uploaded at the same time. 

  The other was the $100 fee I was charged for not responding in time to a guest in addition to a turo associate canceling the reservation without the consent of myself nor the guest. There was apparently a language barrier. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/31/2023

  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 cannot control coverage on cell phones for the app.  We have had no issues with the platform connectivity. Perhaps trying on a desktop or laptop with pictures, may help. 

  Regarding the other reservation, I need a reservation numbers to be specific. 

  We appreciate your time and understanding regarding this matter.

  Thank you

  Turo

  
  

  Customer Answer

  Date: 09/01/2023

   
  Complaint: 20534576
  
  I am rejecting this response because:
  I already attached a screenshot of the latter, "jazmine *** The respondent isn't actually looking at any of the information requested. Can someone else please review this? 

  Again, a laptop is not going to change the delay in receiving notifications. If your app is suited towards iPhone, I will graciously accept one from turo as a resolution to both complaints. 

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

• Initial Complaint

  Date:08/28/2023

  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.

  Rented a vehicle (with air conditioning) for a week in *******. Midway through trip air conditioning stopped working. Drove 5+ hours in stop and go traffic on a day when temperature in ******* ******* area was in the mid 90's with high humidity. Three small children in the car as well as my wife. It was absolutely miserable and unacceptable. I have contacted TURO customer support 3 times and each time told it would be escalated and someone would respond and to date nothing has happened.

  Business Response

  Date: 08/29/2023

  Hello
  At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.  
  Regarding the customer's issue, you only reported air conditioning issues 5 days after the reservation was ended.  This needs to be reported during the reservation.  I have released the parking/toll fee and given you a $200 Turo travel credit for the hassle.  

  Thank you

  Turo

  
  

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20533231
  
  I am rejecting this response because:
  
  stating I did not report the issue until after the trip is an outright lie.  As you can see by the attached it was reported to the host during the trip and someone has clearly deleted that from your side of the chat.  Further, Ive contacted your support three times with zero results.
  

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

  Business Response

  Date: 08/31/2023

  Hello
  At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.  
  Regarding the customer's issue, you only reported air conditioning issues 5 days after the reservation was ended according to all messaging we can see on the Turo app.  This needs to be reported during the reservation so if you have any proof of the reporting to the Host outside of the app (which we highly do not recommend for this very purpose)? 

  Turo

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20533231
  
  I am rejecting this response because:  I have attached the copy of the messages again for you.  I did not initiate any communication outside of the app, I was merely responding to the messages I was receiving from the host.  Again, I'd like to reiterate that you have had 3 opportunities, going back to April, to rectify this.  Each and every time I was promised someone would follow up with me.  Now finally I am getting follow up and you seem to be accusing me of making this up.  I do not want a Turo voucher as I never plan to use your company again after this awful experience.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/28/2023

  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.

  My family and I rented a car from a Turo host for six days. Per Turo policy the vehicle does not need to be cleaned or disinfected by the renter and the host can only file a cleaning fee if there are bodily fluids, a mess in the vents of the vehicle, or if the vehicle needs to be steam cleaned or a full detail needs to be done. The vehicle was returned with sand on the floor mats and a small amount of deodorant on the seat. None of which violates any policy. Turo charged renters credit card $165 without reaching out to renter at all or informing of charge. When renter called Turo customer support renter was told there was sand in the car. You should have shaken out the floor mats. This is the exact opposite of what their policy states.

  Business Response

  Date: 08/29/2023

  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 charged on 4/28/2023 in the morning however the charge was voided later on that afternoon. See attachement.
  We appreciate your time and understanding regarding this matter.

  Turo

  
  

  Customer Answer

  Date: 08/29/2023

  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

  Date:08/26/2023

  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.

  I intend to file a complaint regarding the inconsistent treatment (cycle of repeated charging and refunding) and no option to remove the payment method, I've received from the company, Turo.On August 5th, I was charged for fuel reimbursement based on misleading information from the host. The host provided a photo showing 7/8 gas without any surroundings around the car, making it impossible to determine whether the car had been intentionally moved to lower the fuel level but Turo just jumped to the conclusion and took the hosts side without any explanations to **** disputed the case, submitted additional evidence, and received a refund with an approved invoice on August 16th, which has consumed me significant amount of effort and time to provide those evidence and clarifications!!!However, about a week later, on August 21st, I was unexpectedly charged again by Turo without any notification or explanation. I only became aware of this charge when my bank notified me. After contacting Turo's support, they issued a refund on August 25th. To my surprise, I was charged once more on August 26th, the very next day. This repeated cycle of charges and refunds has left me extremely frustrated and annoyed.I want to emphasize that I provided my payment information to Turo with the expectation that it would not be used arbitrarily or without my consent. The inconsistency in their treatment of this matter has caused significant disruption to my life! I have invested considerable time and effort into resolving this issue due to Turo's making arbitrary decisions, which has led to this ongoing cycle of repeated charges and refunds.I seriously ask for a resolution to this matter and a complete refund, along with assurances that such issues will not recur in the future.Additionally, I've attempted to remove my payment method from the website, but I encountered difficulties. The platform only allows me to update my payment information, with no option to remove it. Despite successfully updating my payment information, I was still charged by the old payment method. Even when I selected payment through Apple Pay, Turo continued to charge the previous credit card.This situation compels me to cancel my card today in order to prevent me from being charged arbitrarily in the future.Please see the attachment for evidence.Thanks for your time.

  Business Response

  Date: 08/29/2023

  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. The guest was charged for a fuel reimbursement, and then the guest provided valid evidence that they returned the vehicle refueled. The invoice was voided and the host disputed the charge. When the host disputed the charge another agent approved the reimbursement. The guest disputed the additional charge and was refunded.Recommendation: No further action looks to be needed, as the guest has been fully refunded for the last charge on Aug 28th at 8:55 am.

  We appreciate your time and understanding regarding this matter.
  Thank you,
  Turo
  

  
  

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20527387
  
  I am rejecting this response because:

  What I require is not an explanation for the repeated cycle of charging and refunding, but rather a assured decision from your end. What I have complained about is the inconsistent decision-making, where decisions always oscillate and lack of sense of responsibility.

  Without conducting a thorough and comprehensive investigation, conclusions were simply drawn based on 7/8 tank picture provided by the host. No consideration was given to the absence of surroundings around the car that could indicate whether it had been moved at all to intentionally lower the fuel level.
  

  My request is straightforward: a final and unequivocal decision, accompanied by an assurance of no charges any more.

  I would also like to mention that I willingly paid for another reimbursement related to excess distance, as I believe it to be a fair charge. Had this charge been justifiable, I would have undoubtedly invested substantial time in pursuing this matter and consistently contacting Turo's customer service. 

  As a first-time user of **********************, unlike the previous platform I have used, I didn't realize the importance of taking numerous pictures that could potentially serve as evidence. However, I have now come across my credit card transactions, which could potentially serve as evidence. I fueled the car twice that day: once at Shell $30, and the last time at Esso $25, very close to the drop-off location. I believe I have already submitted the receipt of last time fuel gas from previous emails with Turo Support.
  

  Sincerely,
  Chenyu

  Business Response

  Date: 08/31/2023

  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 details and the customer was provided an explanation. The claim is closed and there should be no further charges or refunds.  
  We appreciate your time and understanding regarding this matter.
  Thank you,
  Turo

  Customer Answer

  Date: 09/03/2023

  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,
  
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