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:01/29/2025

  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.

  On December 30, my vehicle was being used on the Turo platform and was crashed by a customer. The claims process should have been simple, but I am convinced that due to my race, I have been discriminated against by several employees at the business. I have individually contacted ******** Loul, Tireq, Dachelle, and ***** via email, as well as three other associates by phone. Despite all my efforts, it is now January 30 and I have not received any payment. The company is blatantly ignoring my emails and calls. This platform clearly shows racial bias towards hosts and renters. They have no regard for hosts or their property and are neglecting their legal responsibilities.

  Business Response

  Date: 01/31/2025

  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 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
  20250129-H6M97V
  
  

• Initial Complaint

  Date:01/28/2025

  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.

  I have been a host on Turo for about three years now. My vehicle was involved in an accident with a customer. ********************** towed my vehicle to an impound/auction lot and immediately deemed it a total loss. I originally had a vehicle at a collision repair shop and I trusted that Turo was going to do right by me. Based on the pictures and the repair shop(Ive used before) the vehicle was not a total loss. There was no structural damage, none of the airbags were deployed and the vehicle is still completely drivable. I attempted to resolve this through Turo and theyre trying to take and keep me vehicle based off an inflated Appraisal. Quoted at $22,000 for the repairs, the appraisal was done by a third-party company. I requested the document three separate times. When I finally received receive the document and fact checked all of the pricing on all of the parts, they were all inflated according to the parts on the manufacturers website. They would like to pay me the *** of $28,000 but I want to keep my vehicle and save them money. That settlement offer will not cover the remaining balance on my loan. I told I was going to pick up my car from the lot, so I can at least have transportation and the supervisor of the adjuster told me it would be theft and then they would void my coverage and remove me from the platform. I currently have my vehicle at a lot to be repaired. The *** was quoted at about $28,000 and the repairs were quoted at about $12,000, even after supplemental repairs. Turo is now Saying they have voided my coverage.The terms and conditions only indicate that once Turo has deemed a vehicle a total loss that I must choose from two options( take a settlement offer and lose the vehicle or keep the vehicle and take a reduced settlement offer, but the vehicle will have a savage title). The second option is only applied if I owned the vehicle outright. it says nothing in regard to how the decision is made or if it can be appealed.

  Business Response

  Date: 01/30/2025

  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 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
  20250129-S6T8LK

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22868636
  
  Turo Claim ****** on Reservation 39419910 
  
  Sincerely,
  
  *********** ******

  Business Response

  Date: 02/04/2025

  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 January 15, 2025.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20250131-VAMDL9

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22868636
  
  I am rejecting this response because: Turos own policy states that in cases where a vehicle is deemed a total loss, the valuation shall be based on the lesser of the actual cash value (***) or $200,000. However, in my case:
  The *** of my vehicle has been determined to be $28,000.
  Your third-party appraisal grossly overestimates repair costs at $22,000, while an independent, trusted repair shop has provided an estimate of $15,000, even accounting for supplemental repairs.
  The vehicle remains drivable, has no structural damage, and no airbag deployment, meaning it does not meet traditional total loss criteria.
  
  
  Despite these facts, Turo has arbitrarily classified my vehicle as a total loss and attempted to force me into accepting a settlement that is not aligned with either Turos own stated policy or my rights as a host.
  
  Sincerely,
  
  *********** ******

  Business Response

  Date: 02/06/2025

  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
  20250205-Z46AGG

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22868636
  
  I am rejecting this response because: I did receive the email but the issue has yet to be resolved.
  
  Sincerely,
  
  *********** ******

• Initial Complaint

  Date:01/27/2025

  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.

  Turo is a web based car rental service. It operates under a premise similar to ****** where a "host" rents a car to a "guest." In principle the service seems very useful and convenient, however I have come to realize there are 0 protections in place for the "guest." We rented a car through Turo and took pre-trip and post-trip photos of the vehicle. After returning the car we are prompted to complete check out photos and leave a review. I took my photos and left a 5-star review because the car was as-expected and the trip was seamless. AFTER my review is published, a day later, I receive notification that the "guest" is filing incidentals for "scratches." There proof of evidence are photos submitting the following day at a different location than our agreed upon drop off. They are extremely close-up photos of scuffs and there is a note in text of arbitrary measurements (12 inches, 6 inches, entire length of car - even though there is no photo of the entire length of car showing this). None of these "scuffs" are visible from my photos at check-out. The host then sends me a direct invoice for a detailing (from an arbitrary bodyshop) and "touch up pain job" without any clear documentation from the agency or reporting of length or depth of "scratches". The bill is over $280 Turo sends me on numerous run arounds (via web chat, email, and then phone) only to find out I have no way to defend myself for 20 days at which point the claim will go to collections and they will review it on their insurance side. Calling Turo insurance (which we paid for) and they refused to even review it. Moreover, they will not allow me to edit my review. The car we rented had >***** miles on it and we had already paid $733 for a 3 day rental. It is completely criminal to then have to pay for a detailing when scuffs are wear and tear. We stayed on roads and parked legally at all times.

  Business Response

  Date: 01/30/2025

  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 initially reviewed details and the customer was contacted on January 27, 2025 and advised of the decision including next steps.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20250128-UC6256

• Initial Complaint

  Date:01/27/2025

  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.

  Turo is allowing hosts to scam customers! I rented a Jeep Gladiator for 24 hours - the purpose of the rental was to transport my bar as I have a mobile bartending business and had to service a 14yr old birthday party! Pickup was fine as well as drop off! However, I was charged for 2 smoking fees each 168 and an additional fee of 56 totaling up to $392 fees! Where the scam comes in is Turo allows host to see the images I posted! The host took an area in the car I did not have a clear picture of and planted a tobacco product! I dont smoke nor would I ever smoke in someone else car! I dropped the car off at 11:00am and the host took almost three hours after drop off to take pictures of the car and plant the tobacco to make it seem like it was mine!

  Business Response

  Date: 01/30/2025

  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 smoking claim on January 29, 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
  20250127-RSE25Z
  
  

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22862020
  
  I am rejecting this response because: #1 you clearly do not vet hosts properly if a scam as such is able to happen. Im willing to even do a drug test to even prove I dont smoke because this is ridiculously unfair and careless! I understand some may go against policy but you cannot write off as if this is my fault when you are allowing host to review the images I uploaded before they upload their images! I confirmed with Turo Support that hosts are allowed to see images before they upload final photos! Why would you allow this when it makes it easy for hosts to do such crimes against customers! Ive found an entire community who are victims to this scam you allow! 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 02/04/2025

  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 details and the customer was provided an explanation of the smoking policy on January 29, 2025. Additionally the customer was informed about **********************'s decision about their concern on January 29, 2025. The claim is closed.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20250131-1V8XAT

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22862020
  
  I am rejecting this response because: Again, instead of fully investigating the issue, you take the host side when in reality this host is scamming customers by planting drugs in obvious images where customers do not take pictures  because you ALLOW hosts to see  final upload images before the upload which honestly does not protect both parties. This is a scam. And please close my account because I would never do business with this company. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 02/06/2025

  Hello
  
  At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.
  
  Regarding the customer's issue, the matter is still under review and consideration. This may take some additional time as we collaborate with our business partners for a decision.
  
  We apologize for the delay and appreciate your patience.
  
  Thank you,
  Turo
  20250206-KCJ4RQ

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22862020
  
  I am rejecting this response because: Thank you for reopening the claim and continuing to look into further! The damage has clearly been done because my bank was charged for claims I didnt do. However, you truly need to investigate the host! Seriously, look at the images they posted.. the placement of the tobacco products within the change compartment. I had the car for 24hrs for business! I use the truck specifically to transport my bar to a kids bday party. If anything, please stop allowing hosts to review images submitted by customers before they submit their final photos. Like we have to protect both parties. 
  

  Sincerely,

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

• Initial Complaint

  Date:01/27/2025

  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.

  Christmas week I rented car from Turo from 22nd to 25th. The car ended having a coolant issue so I told the person responsible for car. I have the car already and have a busy week. The *** wanted me to come to his shop to put the coolant in but I stated to him it was t convenient for me to stop what I was doing to come to his shop I told him I have a machanic near by to put the coolant in. He said ok that was fine. The car was working good after the coolant was poured in. The owner of car said as long as the thermostat wasnt going to high that I could continue to drive. I said ok. Christmas Day I am over 400 miles away the car starts to break down no heat , battery died, engine over heated. The car was tolled and I was left stranded because they said I wasnt allowed to come back with toll ***. They gave me 3 options after that. To call me ********* or find another Turo car or pay my way and they reimburse. The first two options did not work so I paid my own way with my company that was actually in the car with me. We had to buy clothes and stay in the hotel for 2 days. The police paid the second day they gave us a blue pass.not to mention I had frost bite on feet because it was freezing someone had to give me a blanket. And I barely had enough money. When I got back finally I ask Turo to reimburse me and they said now I have to wait because the owner of car is trying to hold me responsible for car even after the report that came back stated the car was given to me with a leak. The cars on Turo are suppose to be well maintained before listing and this one obviously needed work. They keep billing me and I need help to get this disputed

  Business Response

  Date: 01/30/2025

  ***************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 initially reviewed details and the customer was contacted on January 24, 2025 and advised of the decision including next steps.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20250127-8LWO8B

• Initial Complaint

  Date:01/27/2025

  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.

  Driver did not show up at airport. Claims to have tried to text me but I received no texts. Claims to have passed by but then said he couldnt find the gate. It is his responsibility to know where to pick us up. He just never showed up. It was freezing in ******** and now were sick! They refunded partial payment of $460.88. I want and deserve the rest, an $80.00 difference!!!!!

  Business Response

  Date: 01/30/2025

  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 full refund on January 18, 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
  20250127-7UYCKF

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22861646
  
  I am rejecting this response because:
  There was never any service provided and no attempt to satisfy us even when we had a problem. No serviceno money. Full refund please. 
  Sincerely,
  
  ****** ****

  Business Response

  Date: 02/04/2025

  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 details and the customer was provided an explanation of the cancellation policy on January 18, 2025. Additionally the customer was informed of **********************'s decision about their concern on January 18, 2025. The claim is closed.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20250131-CU7CP6

• Initial Complaint

  Date:01/26/2025

  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.

  I have had several issues with turo with my money being used on turo accounts that I never authorized my ****** account was used multiple times on turo trips when I had my own account with a totally different debit card attached to payment method turo was very in helpful in assisting me with reimbursement of fraudulent charges then I used my own account finally since having it from 2015 I rented a car from them guy name ****** ****** who was hours late and I had a funeral to attend for my mothers brother who was murdered in ********* the vehicle didnt reach me until 9pm at night when I been reserved it and then to find out his tag was expired tag read 6/24 and it was 12/24 my safety was in danger I have a 10 month old baby my license would have been messed up because of turo host scamming customers and ********************** didnt refund me my money I didnt get another car or booking they cancelled my booking the host gave me a bad rating when I am the one who got beat out of my money and could have went to jail because of a expired tag and I didnt even make it to my uncles funeral because I didnt get another car they banned my account for no reason I am out of money and a way to travel around that isnt fair I will like higher management and my money back turo scammed me and banned my account I did nothing wrong I have proof and witnesses

  Business Response

  Date: 01/29/2025

  **************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 account issue, we have reviewed details and the customer was provided an explanation of their account status on January 8, 2025.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20250126-GLSG2F

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22859067
  
  I am rejecting this response because: I was never provided a response turo is lying my account is suspended my money is gone I was charged unauthorized charges on my ****** account when my ********************** account had a entirely different account and banking information I want to speak with higher management I want my money back they are not even fair they host gave me a vehicle with a expired tag which I could have went to jail my baby was in the car I dont smoke or drink Im also disabled from a bad accident on my motorcycle so much unfair activities been occurring ***** needs to ban these apps because so much money is being taken from people turo **** Lyft door das etc Instacart these businesses need to be prohibited because they are unfair and scammers 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 02/06/2025

  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
  20250126-GLSG2F

• Initial Complaint

  Date:01/24/2025

  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 01/24/2025 i booked a car the first car i booked the dates was wrong took me all day to get that taken care as well as for them to verify my email and update my information now the representative did call me back the first time to help me cancel my previous reservation to create another one this is beyond me then they took almost 400 more dollars on top of the 197 the already took then the host of the second card began to come up with all type of fees to have to pay upon arrival that wasn't previously mentioned then when they updated my information after verification then they come back and say i have a restriction but they dont know what it is or why i have it and want let me speak to management i have to be at my destination in less then 13 hours and they taken my money and have no explanation to restriction

  Business Response

  Date: 01/27/2025

  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 January 24, 2025.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20250125-DUBKO7

• Initial Complaint

  Date:01/24/2025

  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.

  On January 15th I booked and paid in full for a car through Turo. I was flying from ******* to ******* with the plan to fly in, file my court documents and fly back out to ******* on a 6:00 PM flight on Spirit flying in and on United flying back out. But after arriving to the airport, Spirit had an outage. Because of the outage I was unable to checkin online an hour in advance. When I arrived at the airport, I had to wait in a long line to checkin which resulted in me missing my flight. Spirit had no more flights going to ******* that morning, Therefore, I booked another flight on *************** that left an hour later with a layover in ******* which would get me into ******* 2 hours after my scheduled pickup time. I notified the Turo Host of this but he stated Turo would not allow the late pickup. Therfore, my reservation was canceled and I was charged a $57.98 cancellation fee.Lets make this make sense, I paid for the full day rental when I would only have the car for 4-5 hours. The car was parked in the parking lot of the airport, therefore no one was being inconvenienced. I also was advised I would have to pay the parking fee for the car once I left the airport parking garage. With all of that, how was a cancellation justified and I charged a fee. I want all of my money refunded immediately because that was not at all fair. I contacted Turo support and was told the host had the right to cancel. I need to see where that was justified if I picked up the car ontime or late, I paid for it. ***** advised that it was not my fault the airline had an outage. Turo requested proof but all I could do is send them to the internet. ****** did not send an email nor were they offering any help to get me on their next flight which was too late which is why I had to book with United. I posted the conversation with the Host.I just want my fee refunded. Please assist because this was in no way justified.

  Business Response

  Date: 01/27/2025

  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 full refund on January 15, 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
  20250124-MCTTPL

• Initial Complaint

  Date:01/24/2025

  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.

  I rented a car from Turo On 12/25/2024 -12/30/2024 . The car seemed fine At first. I was driving 324 miles away for Christmas It was my little girl and mines first road trip all was fine until it was time to put the lights on the vehicle driving to ******* sometimes youre going 98 miles in the middle of the desert so you need to make sure you have a good Running vehicle. I had put The lights on when darkness approached. Then pulled over the right headlight was out. at that point there was nothing I could do we traveled on. It was very late .The next day I contacted the host and told her about light being out she suggested bring the car back and theyll fix it. I told her we were five hours away, I was not offered to pickup another car through Turo throughout the next three days. We had to make sure we were back at the ********** by 5 oclock so as not to not get a fix it ticket. Then the car started overheating. The engine light was on, so I wouldnt blow the engine. I kept putting the water in. I had contacted the host. She said bring the car back. We left a day early again was not told that I could get a replacement from Turo driving through the night having to pull over on the side of the road using all of the water I had for my child and myself for the trip. I finally could not take it anymore called her and told her that I would find the closest town because we were in the middle of desert she then said she would call Turo and Arrange a tow truck. I then spoke with Turo. They would see if the tow truck driver would bring us back into town two hours later. The tow truck-showed up by now its midnight again not offered another Turo car. At 2 AM We reach our destination, and the host is not there to sign for the car or take the key so I texted her again and the key where it was when we first picked up the car. I did not leave a review. I should have. Turo kicked me off the platform. Its not allowing me to rent And I need to know why. We could have died

  Business Response

  Date: 01/27/2025

  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 January 17, 2025.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20250124-CUHNB7

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22853128
  
  I am rejecting this response because:
  Theres absolutely no detailed reason for Turo not to rent to me. They have the excuse it could be one of 4 different things. We could have died in that car there was no maintenance records in the dash board except for the ones from 2014 there has been no logical explanation for this behavior. I am a decent law abiding human being and I demand to know the reason bottom line.
  Sincerely,
  ****** ****
  ****** ****

  Business Response

  Date: 01/30/2025

  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 the partial amount of their transaction on January 21, 2025. We did contact the customer directly via phone. 
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20250128-OHJ3A4

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22853128
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ****

  Customer Answer

  Date: 02/04/2025

  om: **************************************** <*****************************************************>
  Sent: Tuesday, February 4, 2025 8:56 AM
  

   

  Hello ****, I just checked out the email again and I believe that I clicked it and sent it through the reason Im having a problem with them is because shortly after I return the car I was kicked off of the platform now I did not write a negative review I wrote no review at all so I dont know whats going on. The whole situation was bizarre and we literally couldve lost our lives, but I need to know why Im not allowed to rent cars from Turo anymore because every once in a while, I do need to rent a car And Ive never had any problems before so this is very bizarre and answers. Thank you for your time. 

  ****** ****

  Sent from my iPhone

  Business Response

  Date: 02/06/2025

  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 this issue against our policy again, and will remain with our decision.  
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20250204-UY7AXK

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22853128
  I would not give a proper reason these that they have listed that I have screenshot it to you have absolutely nothing to do with me. None of what was listed pertains to anything in my background present or future theres no excuse.
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ****