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:07/24/2023

  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.

  My vehicle was rented out the end of April and was returned late with damage. I have waiting to speak to a supervisor 6 times and no one had called me. I have been met with one extremely rude representative (and I have asked for the call to be pulled) and still no response. During this time, which was about a month, the unlisted my vehicle for no reason and claimed it was because my vehicle was still missing.....no it wasnt. I talked to them the SAME day and told them it was back. I took my vehicle in to get an estimate and Turo would not Respond and my truck sat there for 5 weeks. When ******* called, he lied and claimed I was using old pictures, and when I proved him wrong, he didn't even apologize. I lost alot of business and they need to be responsible for the repairs and loss of business. All documents and pictures are available per request.

  Business Response

  Date: 08/04/2023

  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 a transaction. Customers may respond directly to this email with the reservation number or claim number.
  Thank you,
  Turo

  Customer Answer

  Date: 08/06/2023

   
  Complaint: 20367598
  
  I am rejecting this response because:

  Hello,  

  I'm not sure what information Turo is claiming they don't have.....I have asked to speak to a supervisor over 6 times and have yet to get that call. Also, Turo (or their renter) is responsible for the damage to my vehicle during the trip, where my truck was impounded by border control. I've lost 3 months of income behind this incident and thats not okay. I need my vehicle repaired and compensation for the 3 months of lost income. 

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

  Business Response

  Date: 08/07/2023

  Hello
  At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.  
  The claim was reviewed and the Host was informed of our decision on 6/23/23 by the handling associate via phone.The vehicle is listed as active on the platform currently. Between December and August, this vehicle has had 4 trips total.
  Thank you,
  Turo

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20367598
  
  I am rejecting this response because: I honestly do not feel that Turo is either A) listening to the problem at hand, or B) choosing to ignore the problem. My vehicle sat at the dealership, waiting on the money to be repaired for 5 weeks. Your associate attempted to LIE and claim I used old pictures, and when I proved him wrong, he didn't even have the decency to apologize.  Where is the funds to repair my vehicle? Why did a guest have to cancel a trip (lost revenue) because Turo did not send the money to fix my vehicle? Why was my vehicle blocked from being listed for 3+ weeks because they "thought it was still missing" even though I emailed Turo the day I got it back? Why have I been waiting since May for a supervisor to contact me and still havent gotten that call?  Why is Turo choosing to not be honest?  The money to fix my vehicle needs to be sent. The reimbursement for blocking my vehicle needs to be sent.  The inconvenience of my vehicle sittng at the dealership for 5 weeks, needs to be addressed. The fact no one has called me needs to be addressed. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/15/2023

  Hello,

  We have reviewed the available details and found the as the Host, you will not qualify for Loss of Hosting Income, because they are on the 75 Plan. For additional context, there is only provided 3 pre-trip photos, all specifically the interior seats. The post trip photos were obtained when the vehicle was returned to the Host, but they are all screenshots showing time stamps, and do not have metadata. The associate informed the Host a diagnostic would be required, and that pre/post trips were needed. The only diagnostic work the Host turned in was the replacement of a fuel filler neck (the plastic funnel behind the fuel door we stick the gas pump in to), and no other specific reason why that item was replaced. Due to the lack of photo support and a diagnostic, we were unable to proceed with the claim. Ive confirmed the Host was informed of both requests via email and over the phone.

  Thank you,

  Turo

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20367598
  
  I am rejecting this response because:

  I'm actually really disturbed at the lies that Turo is telling.  I told them weeks prior that the vehicle was going in to the shop and they never mentioned the other stuff. I sent the pictures that THEIR representative told me to send. At this point,  pull the calls and we can listen together, because at this point, they are showing horrible business practices with not even being honest.  The screenshots were sent because ******* tried to lie and say I used old pictures, so the screenshots were the SECOND set with the date and time because they were lying. This is not okay. I have lost income for over 8weeks. 

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

• Initial Complaint

  Date:07/24/2023

  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 opened an account with ********************** going theough the steps of approval and was advised it was approved. Two week later I attempted to book a vehicle after theu ran my credir card and Turo saud tgey checked wuth Transunion and I was not approved. I advised them that I requested to know why, They couldnt tell me, then I called a rep and **** said by me refusing their $13 per ************* extra that I was then denied.I spoke to a mamager *********** saud they apologized and to speak with their chat to verify. I advised my card had been ran So they ran my card. I sent an email saying that because I refused tge extra $13 a day they were refusing me. Then I asked them to delete my info and they saud they put in the request and it would reflect soon. Now they are refusing yo delete my personal credit cardand jngo.I alsk spoke with Transunion who vomfirmef they never received a check or request from Turo on my behalf. Turo Never checked with Transunion about anything.

  Business Response

  Date: 08/07/2023

  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 statusdirectly from Turo.
  Any further questions, please contact Turo support for additional assistance. 
  Thank you,
  Turo

  Customer Answer

  Date: 08/12/2023

   
  Complaint: 20367578
  
  I am rejecting this response because:
  This isnt a comment,this business lied and said they contacted Transunion to deny me access to rent a car when I was previously approved. Then when I refused to pay their extra fees theb they refused to close my account and deleye my personal information.This goes against the ****.

   

  Please have them provide a confirmation of where in their terms and agreements I agreed to allow them access to my credit and to contact Transunion or my credit on my behalf. 

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

  Business Response

  Date: 08/15/2023

  Hello
  At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.
  Regarding the customer's payment issue, we have reviewed details and the customer was provided an explanation of the payment issue.  Additionally the customer was also informed about the status of their account last week.

  Thank ****,

  Turo

  
  

  Customer Answer

  Date: 08/19/2023

   
  Complaint: 20367578
  
  I am rejecting this response because:I asked them to provide anaccount details of information for which they communicated to Transunion on my behalf,where in the terms and conditions it says this,and when I asked for this an account details they refused, they didnt give me anything last week but what I provided,if they put an inquiry or pulled any information with Transunion this needs to be stated and provided on what they are saying they made their decision.

  Fair debt and consumer law and regulations 

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

• Initial Complaint

  Date:07/24/2023

  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 with Turo. The vehicle had bed bugs, I advised the Host of Bed Bugs and was given a refund. I was bit me up by bed bugs and lost all of my personal items to the vehicle. I have not been compensated or reimbursed for any of my loss. The owner of the vehicle knew there were bed bugs and continues to rent the vehicle out. In fact when the car was towed he rented to someone else. This host is completely insensitive to others belongs and well being, and continues to run a business thats wrong and harmful to others.

  Business Response

  Date: 08/04/2023

  Hello
  At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.  
  Regarding the customer's issue, I know you had an unpleasant experience to which we apologize about.  We have taken steps with the Host.

  I do have a few questions, have you tried to contact the Host to pickup your belongings?  Do you have photos of your belongings left in vehicle?

  Unfortunately as part of our policies, Turo is not responsible for items in vehicles.
  Thank you,
  

  Turo

• Initial Complaint

  Date:07/23/2023

  Type:Sales and Advertising 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 car through Turo. Car was 9 years old. 2014 ****** Rav 4 caught fire. Lost all belongings. Car owner and Turo claim no responsibility for any recourse. Paid additional funds for a "protection" policy that ended up only capping the amount we had to pay to Turo. We had to use our own auto insurance policy. There have been many complaints to ****** about cars catching fire but there is not a current recall. Turo should not be allowed to rent out old cars from owners, and should also be responsible for making sure if there is a recall in place that repairs have been made by the car owner. It should be required of Turo that it's made abundantly clear, if this practice is even allowable, that when you rent through them, you are 100% responsible, as if it was your own vehicle.

  Business Response

  Date: 08/03/2023

  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 a transaction. Customers may respond directly to this email with the reservation number or claim number.
  Thank you,
  Turo

• Initial Complaint

  Date:07/23/2023

  Type:Billing 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 from this company plenty of times, and i have 5 stars on my account, they placed a restriction on my account without me knowing, theyre refusing to work with me, i tried to get the number for corporate to see if i can get information or the situation resolved they refused to give me corporate number. I keep getting the run around and i told that a restriction was placed on my account because there was 4 accounts associated with my number and thats the restriction was placed but they confirmed my actual account but still refused to wirk with me on fixing the issue. I just want help and my account back.

  Business Response

  Date: 08/03/2023

  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 process for our verifications for drivers has been completed.  We do not share specifics on this process.  The claim is closed.  
  Thank you,
  Turo

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20362899
  
  I am rejecting this response because: i hones Feel like Im not being helped. All i want is my account back so that i can continue to rent. My i please have account back, because once again my account was blocked for no reason, and im not being helped with why it was blocked. Also they are refusing to help fix the issue
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/03/2023

  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 process for our verifications for drivers has been completed.  We do not share specifics on this process.  We apologize that this has not met your desired outcome.  
  Thank you,
  Turo

  Customer Answer

  Date: 08/04/2023

   
  Complaint: 20362899
  
  I am rejecting this response because: they are not answering the question. Can we fix my account. Or can i have the number to headquarters.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/22/2023

  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.

  Rented a car on turo, returned the car, ***** said we damaged a camera, pictures ****** show the damange was im the original photos before we drove it. Turo charged my card for the damage without authroization

  Business Response

  Date: 08/03/2023

  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 a transaction. Customers may respond directly to this email with the reservation number or claim number.
  

  Thank you,

  Turo

• Initial Complaint

  Date:07/21/2023

  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.

  Did not send $200 of earnings based on faulty logic. Car needed a tow covered by Turo and roadside. Client paid for repairs. Why am I out of pocket $200 they cant explain and refuse to send the money Ive rightfully earned.

  Business Response

  Date: 08/02/2023

  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 a transaction. From evidence it looks like the Host was compensated directly for the tire.  Who in Turo have you spoken to about this?

  Customers may respond directly to this email with the reservation number specific to this claim.
  Thank you,
  

  
  

  Customer Answer

  Date: 08/04/2023

   
  Complaint: 20357982
  
  I am rejecting this response because:

  You can use my email, phone number to access this account. The reservation ID is inside the pictures provided. Here are unanswered emails regarding the situation.

   

  Ive also called in and spoke to a representative speaking for the **************************** this person stated a supervisor has affirmed that the charges are incorrect but this goes in direct opposition to the roadside policy and the guest even accepted fault by paying for the tire yet Turo reps are not keen enough to see the disconnect there in that I should not have been charged an additional $200 for any roadside when it should have either been included or covered at guests expense. According to policy Turo should have covered. This is DIREECTLY STATED IN THE POLICY. I will upload that if needed as well.

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

  Business Response

  Date: 08/09/2023

  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 all available information and found the customer was not out of pocket for $200.  The reservation I can find for *************************** was 15590356.  You were compensated for the tire directly from this Guest.  The invoice attached shows no removal of funds.  Unfortunately, the customer does not agree with **********************'s decision regarding their issue.
  Thank you,

  Turo

  
  

• Initial Complaint

  Date:07/21/2023

  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.

  -Date of transaction 7/20/2023 -Charged an additional amount on my credit card for false cleaning charges.-I have contacted the company to right this issue and have not been successful. In addition I supplied a review of the vehicle owner and the site removed it. I then received a taunting message from the vehicle owner. I would like the $154 back that Turo charged my card after the fact.

  Business Response

  Date: 07/21/2023

  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 all available information and photos from Host on return of vehicle.  We have found the customer was notified of **********************'s decision regarding their cleaning fee, the decision for the fee stands.. Unfortunately, the customer does not agree with **********************'s decision regarding their issue.
  Any further questions, please contact Turo support for additional assistance. 
  Thank you,

  Turo

  
  

  Customer Answer

  Date: 07/21/2023

   
  Complaint: 20355868
  
  I am rejecting this response because:  I do see how Turo has a 1.06 out of 5 stars.  This whole BBB complaint as well as every other complaint against them seems to go absolutely nowhere.  So I will forgo wasting anymore of my time.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/20/2023

  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 reserved a suburban for ************** back in January. July I received a message from the owner of the vehicle that he missed priced me and hes canceling my reservation because he can make more money with someone else. They are doing nothing to rectify this. Still havent gotten a refund of my money almost $900. If you make a rental, they should force these people to honor that rental agreement or they should drop them completely, and not let them rent any vehicles on their site because, now theyve cost me an additional thousand dollars for this owners incompetence. Furthermore, it will not let me put a review to warn other consumers of this business mans dishonesty.

  Business Response

  Date: 07/21/2023

  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 a transaction. Customers may respond directly to this email *********************************************** with the reservation number.
  Thank you,
  Turo
  
  

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20350253
  
  I am rejecting this response because:
  You sat there, promising me you would get me another vehicle at the same price. The vehicles you were sending me were four and five passenger vehicles that were 2 Wheel Dr. I secured a contract with you and then six months later you allow your vendor to cancel because he thinks he can make more money renting it to someone else. You shouldve enforced the contract or dropped the vendor off your platform completely. You shouldve provided me with another vehicle at the same cost and you failed to do so. Then you sent me a nasty message telling me I gave up my rights to take you to court. I dont care. Im still taking you to small claims court for the difference which was $1500 for a rental car because I rented my car a year in advance. You have ruined my trip and cost me undue stress.
  Sincerely,
  
  *********************

  Business Response

  Date: 10/14/2023

  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 a transaction. Customers may respond directly to this email *********************************************** with the reservation number.
  Thank you,
  Turo

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20350253
  
  I am rejecting this response because: I have given them the information over and over again. They send me emails that theyre going to give me an equivalent vehicle but they send me vehicles that are four or 5 passengers, 2 Wheel Dr. not the four-wheel-drive suburban that I reserved a year in advance. they offered me a $75 credit for the inconvenience when its going to cost $1200 to **** more for another vehicle.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/20/2023

  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.

  Hi,Its been a few months now since I havent received an answer from Turo. This is not professional rather they have been ignoring me and not answering my one question as to why we cant list our family car on Turo. My mom is the registered owner and shes given be permission to lis the vehicle onto my Turo. As a matter of fact *** contacted Turo on multiple occasions and have received the same response everytime as the case has been escalated and should receive a response within 72 hours. Im not sure why as Ive contacted them many times and we just want a simple answer as our car was eligible but now its not.

  Business Response

  Date: 08/02/2023

  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 details in the inquiry and have escalated it for further review.  The Customer Support has taken over this issue and has reached out directly to this person. 

  This may take some additional time as we collaborate with our business partners.  
  We apologize for the delay and appreciate your patience.  
  Thank you,

  Turo