ComplaintsforTuro

• Initial Complaint

  12/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a ****** Corolla from Turo for my trip to ******. I have a good driving record and never had a problem with random dents in my vehicles. About two days after returning the vehicle the renter said there was damage on the vehicle. With no knowledge of anything happening and my stupidity of not taking pictures before handing the keys back over, the owner tried to tell me a tiny dent on the hood was caused by me and would be $2000 to repair. Naturally, I went to my insurance company and filed a claim. They advised me that they were settling with Turo and when they reached an agreement they would contact me for my deductible payments. They also advised me not to pay anything to Turo. Just a couple days ago Turo attempted to contact me via email again asking me to pay $400. I replied with the insurance claim and advised them to talk to GEICO in regards to this issue. To my dismay Turo has fraudulently charged my card $400 without my permission, while there is an open insurance claim. I will be disputing this charge with my bank on Monday morning.

  Business response

  09/16/2022

  Hello
  
  Thank you for the feedback. Regarding the customer's claim issue, we have reviewed it and the customer was provided an explanation of the claim payment process on 12/16/21 explaining that the amount charged to their card was separate from the amount their insurance paid and that their insurance didn't pay Turo the full amount.
  
  Best
  Turo
  
  

• Initial Complaint

  12/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ncorrect description of the car. Hi, I'm not sure how to handle this. We booked a car for use in hot & humid ****** (Oahu) this past week. The car was described as having a working A/C. But when we used it, it was only working for a few minutes at a time. Then shut off for the rest of the time. Or, we would need to turn it off then try it again later. ******** Trip #. The host knew about this problem but still rented it out us in this condition. He did offer to cancel the trip/rental, but we were already an hour away and would've needed to find a new car. It would've been very difficult to make new arrangements.At this point, I don't feel the host acted with integrity.

  Business response

  09/16/2022

  Hello
  Thank you for the feedback. Regarding the customer's issue, we have reviewed it and the customer was notified of **********************'s decision regarding their full refund on 12/16/21. Customer does not agree with **********************'s decision regarding their issue.
  Best
  Turo
  
  

  Customer response

  09/17/2022

   
  Complaint: 16377621
  
  I am rejecting this response because:

   

  We did not receive a refund or even partial refund. The card was not accurately described. The car described as having A/C. When we met up with the owner, he said the A/C wasn't totally working. We didn't know what that meant. What were we supposed to do at the point of pick up? Deny, and try to fnd another car at 10 p.m.? No. So, we tried it out, and the A/C didn't work for more than 20 seconds. 

  The car owner offered to meet us and get a refund. But we were hours away already. He wanted to spend 1/2 our day returning the car to him. He knowingly misled us. 

   

  Turo did not refund me. 

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

  Business response

  09/26/2022

  Hello
  Thank you for the feedback. Customer does not agree with **********************'s decision regarding their issue.
  Best
  Turo
  
  

• Initial Complaint

  12/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Turo allowed me to use their service to rent a vehicle while my drivers license was suspended. Their internal team did not take any measures to protect their host, nor their guest (which is what I would be considered). I did not know that my license was suspended until I was asked by the owner of the vehicle to upload photos of my license, after my reservation was confirmed and I was en route to go pick up the car. After I had picked up the car, I finally got around to uploading my drivers license photo and at which time I realized that my license was not valid. I immediately called Turo Support which is a total joke with employees that speak very broken English and makes the process laborious. Turo does not allow you to directly call and speak with their ******************* they only offer it via Instant Messanger chat. I was told by Turo Support to return the vehicle and I would be completely refunded. This occurrence took place on November 30th. It is now December 17th and I still do not have a full refund. The agent stated that I would receive a partial refund, due to my expired license but if my expired license is truly why I am being refunded, I should be given a full refund and not just a partial refund. Not to mention the catastrophic problems this occurrence could have caused if I were to have been pulled over, gotten into an accident, or worse, hurt someone while driving a car through their service with an expired license. In closing, the entire process to have support help me, their customer, has been a joke and the refund process has consumed hours upon hours of my time in just stating my complaints to what they call "Executive Support Team" In the end, I would not wish this example on anyone and I most definitely would no recommend their service to friends and family moving forward. I want Turo to follow through with what I was told, by simply playing back the support call and delivering a full refund with prompt responsiveness.

  Business response

  09/17/2022

  Hello
  
  Thank you for the feedback. Regarding the customers issue, we have reviewed it and the customer was refunded the full amount of their transaction on 12/21/21. We contacted the customer and provided them an update on the status of their account on 12/21/21. 
  
  Best
  Turo
  
  

• Initial Complaint

  12/16/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Booked car that was available in company website for my dates. Reservation was canceled by the host, and I tried to rebook. Went through this process 3x and wasted about a week of time. At that point I couldnt wait any longer for a car and wanted to go through a different service, but Turo refused to return the money even after they cancelled and said they were holding it for 24hrs to allow me to rebook. They said their cars are not guaranteed, so theres nothing they can do to help. At the same time, theyre holding my money and advertising all these cars as though theyre available. The only way to find out theyre not is to make a payment first.

  Business response

  09/17/2022

  Hello
  
  Thank you for the feedback. Regarding the customers issue, we have reviewed it and the customer was refunded the full amount of their transaction on 12/17/21.
  
  Best
  Turo
  
  

  Customer response

  09/19/2022

   
  Complaint: 16370853
  
  I am rejecting this response because: the business held my money after they knew that they could not provide the service as they had promised. They did not issue a refund for at least 24 hours after they knew they could not follow through since the car I paid for wasn't available. They stated that it's a company policy to not immediately issue refunds. Essentially, they are keeping customers' money interest-free and knowingly not following through on their own promises. 

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

  Business response

  09/26/2022

  Hello
  Thank you for the feedback. Customer does not agree with **********************'s policies.
  Best
  Turo
  
  

  Customer response

  10/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I do not agree with Turos policy and find that it is dishonest and needs to be changed. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday, November 18th, 2021, I rented a car from a host on Turo in ***********, **********. I returned the car on November 22nd, 2021. The host claimed that there was damage done to the car AFTER he dropped us off at the airport and we were inside the terminal. This was done after-the-fact, without notifying me or presenting damages to me in-person of any kind. The host had me drop the car off at his location, to which then he gave us a ride in another car to the airport. The host was very pushy about giving him a 5-star review right away, which I did. Right after, when we were inside the airport, the host then messages me about a supposed "damage" done to the car. This was not the case when I dropped the car off. I provided Turo with a picture of the car and numerous screenshots of the conversations, both in Turo and in text, between the host and myself that show proof that the host made these claims when I was not present and the car had been dropped off. The host took pictures of the car after he got back from dropping us off at the airport. The host did not inspect the car, and he did not take pictures of the car while I was physically there when I returned the car, as the host was "in a hurry" trying to get us to the airport. When I dropped the car off at the host's home, there was no damage to the vehicle according to what I saw. In my belief, the host should have pointed out damages while we were there and not after he dropped us off. There is no proof that the damages were done by me since the host took us to the airport, then came back and made the claims. The claims should have been made while I was present with the host. The pictures were taken after the host dropped me off at the airport and the screenshots I have sent Turo clearly show this.I have included all emails between Turo and myself, images of the vehicle before and after (by me), images from the host when he made the complaint, and screenshots of all conversations between me and the host.

  Business response

  08/31/2022

  Hello
  
  Thank you for the feedback. Regarding the customer's claim issue, we have reviewed it and the customer was provided an explanation of the claim estimation process on 11/22/2021. Additionally the customer was informed about claims coverage in general on 11/29/2021. 

  
  Best
  Turo
  

  
  

• Initial Complaint

  12/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented an electric vehicle from Turo, and in less than 20 miles, the electric battery ran out on the highway. I had a tow truck bring the car to my home, since it was closer and I was confident the owner would come pick it up. The owner did not, and told me I could have it towed to his home. I contacted Turo to be sure I wouldn't be charged for these tows, and they assured me I wouldn't. In all, after only trying to drive the car for one day, then having the car towed 2x, Turo still charged me for the full 4 days and for the tows. I attempted to resolve this with the owner and my bank, and after 2 months, Turo is still not giving me a refund. They owe me over $400 in services I should have never paid for.

  Business response

  08/31/2022

  Hello
  
  Thank you for the feedback. Regarding the customer's issue, we have reviewed it and the customer was notified of **********************'s decision regarding the issue on October 10, 2021. Customer does not agree with **********************'s decision regarding their issue.
  
  Best
  Turo
  
  

  Customer response

  08/31/2022

   
  Complaint: 16362882
  
  I am rejecting this response because Turo did not make the proper assessment to determine that the vehicle provided to me was not faulty. They lied about reimbursing if I paid for a tow when my rental died on the highway - a very dangerous situation for me. I only had the vehicle for 1 day - proved I returned the car after 1 day, and yet they are still trying to charge me for the full 5 days PLUS what I paid to tow car. I know for a fact I'm not the only person who rented this vehicle and had this issue. Turo is protecting this owner to protect their business, but it's putting people in danger.
  
  Sincerely,
  
  *******************************

  Business response

  09/07/2022

  Hello
  
  Thank you for the feedback, we have reviewed this issue against our policy again, and confirmed the decision. Regarding the customer's issue, we have reviewed it and the customer was notified of **********************'s decision regarding the issue on October 10, 2021. Customer does not agree with **********************'s decision regarding their issue.
  
  Best
  Turo

  Customer response

  09/10/2022

   
  Complaint: 16362882
  
  I am rejecting this response because: Turo needs to be shut down. They are making it ok for vendors to steal from customers and someday, the truth about this will come out. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  12/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a car from Toro from the 20th to 28 November this year. I got snowed in **** so I called the host and let her know that I would not be returning on time because I could not drive in the snow. She asked me to call one of her friends that also is with Toro because she had a prospective renter for the car. I called sorry I text her friend and obviously he didnt understand the situation either. So the next day she reported the car stolen clearly knowing it wasnt . So I spoke with a gentleman I also have text messages from him and emails and he I let him know that I will be returning to ******* at 6 AM in the morning Im leaving and I will be there that night. He told me OK that is fine I need you to text me as soon as you return the car. I got home at 1 AM I returned the car after vacuuming it a little bit and wiping it down just a little bit because I did not have time and I explain it to him he said thats fine as long as she gets her car back. Upon returning it I took video of the whole thing and I also explain to the gentleman that I had to buy a battery because the car broke down twice due to the fact that she got into an accident had the front and quarter panel fixed but did not change the battery so it was leaking acid . And would not turn on. The next day I see a charge for 387 I believe I call Touro and ask them why and they tell me its because I have a smoking fee I do not smoke and my children do not smoke. A couple hours later I get a phone call now over 24 hours later stating that I owe her more money for property damages because I didnt have insurance with them. There is absolutely no damage to the car and no smoking to that car. Touro has banned me blocked me I cannot caller contact the gentleman because it tells me that my phone does not allow me and this is as soon as I returned it and I have a text message conversation with a Turo representative because they wont talk on the phone. Please please please help me Ive tried everything!

  Business response

  09/17/2022

  Hello
  Thank you for the feedback. Regarding the customer's issue, we have reviewed it and the customer was notified of **********************'s decision regarding the smoking claim on 12/1/21. Customer does not agree with **********************'s decision regarding their issue.
  Best
  Turo
  
  

• Initial Complaint

  12/14/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I signed up as a host on the platform and decided to protect myself with the highest form of protection with offered me 0 deductible and protected against all possible damage. During my second hosting ride the car was damaged by the renter. I submitted photos that same day and went to get an estimate with my bodyshop of choices as stated on the app. It took several days for me to even get a call back from a specialist; who then disappeared for several days before returning with an offer for 1/3 of the amount quoted by the shop. After further wait the supplemental damage was only an additional 600 dollars. Since i had yet to hear back from my specialist I inwuired with snapsheet and the low supplemental damage was a result of the specialist not adding in all of the damage on the photos. I have left the specialist several messages vis email and phone and never hear back. When I do get contacted back he uses and old email address which I have told him it is no longer in use and a good method of contact. ( the email he uses is not even the the official turo email that was changed before the claim started)

  Business response

  08/31/2022

  Hello
  
  Thank you for the feedback. Regarding the customer's claim issue, we have reviewed it and the customer was provided an explanation of the claim estimation process on 11/21/2021. Additionally the customer was informed about claims coverage in general on 11/23/2021. 
  
  Best
  Turo
  
  

• Initial Complaint

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used this company to rent a car while on a trip in ****** in November 2021. They were great when I called to inform them that the car I got was not safe and was clunking in the engine area, they told me to stop driving it and got me a new vehicle immediately. They said that they would reimburse me for the Uber to and from said new vehicle, it has been over 30 days and many calls and approvals but not reimbursement to Paypal for said Uber trips. I keep getting the same answers, that it has been approved and our team is "working" on your claim and you should see it credited soon.

  Business response

  08/31/2022

  Hello
  
  Thank you for the feedback. Regarding the customer's issue, we have reviewed it and there is not enough information provided to identify a transaction. Customers may respond here with the reservation number or contact ********************************** for additional assistance.
  
  Best
  Turo

• Initial Complaint

  12/12/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I rented a car from Turo August ***** 2021. I was given a daily charge for the car rental of $55 per day, added on the mandatory insurance, and agreed to the $150 security deposit. I ended up being charged $110 per day, which I only found out upon returning the car and receiving my final ****. There was a $55/day trip fee, and a $55/day trip charge. Which no one at Turo can explain as the car was returned in perfect condition, on time, with a full tank of gas. There were no penalties associated with my rental. First, I was over charged $110 for the trip fee and I never received my $150 security deposit back. I filed a claim with my bank, Chime, and after months of investigation they denied there was any mishandling of accounting or billing, which is untrue. I tried 4 times to speak with a Manager at Turo and was denied. They said unless I had proof of not stating correct charges, they wouldnt refund the over charges, but did state they would refund the security deposit, which it never was.Upon check out when initially renting the car, the charges listed $55/day for 2 days, plus the insurance. There was no mention of an additional $55/day trip charge. Turo and Chime have repeatedly ignored my questions and not provided documentation as to why I was charged $110 over the agreed upon amount, no one can explain the trip fee vs trip charge, and I have been unable to speak with a manager at either business to get answers after at least 4 attempts with Turo, and 3-4 attempts with Chime. Im disputing the charges but without Turo providing clear billing prior to confirming the rental, I am unable to prove my case. This has been the bane of my existence as Im working poor, and only rented a car because my car was stolen. The $260 Im fighting to get refunded is what is owed, I am fine paying the charges I agreed to which was $55/day for 2 days plus a $27.50 insurance fee. Turo is adding in falsified fees without telling customers.

  Business response

  08/31/2022

  Hello
  
  Thank you for the feedback. Regarding the customer's issue, we have reviewed it and there is not enough information provided to identify a transaction. Customers may respond here with the reservation number or contact ********************************** for additional assistance.
  
  Best
  Turo

*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. ↩