ComplaintsforTuro
Auto Rentals and Leasing
Additional Complaint Information
Customer Complaint:
Turo came to BBB’s attention in July 2011. A review of complaints was completed in July 2024.
Consumers and Hosts are urged to review the following link for information on terms of service.
https://turo.com/us/en/policies/terms
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/15/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Turo is a shared car rental service similar to Airbnb for rental cars.My car rental was supposed to start last Friday, but my flight was re-routed mid-flight and so I wasnt able to meet the host at the airport. The host was not able to meet me when I landed. I spoke with Turo Customer Support and they said that I should release that reservation and could get a car the next day. They said Turo would cover the trip difference. I was unable to get help from Turo the next morning and needed the car that day so I booked the cheapest option (I have attached screen shot showing it's the cheapest). Turo customer service then said their rep was wrong based on a technicality and that I cannot be reimbursed the difference. They said I needed to assumed the $500+ differential, which was almost double the cost of the original booking. I would not have agreed to that and had other options at the airport. It is very dishonest and they need to pay the difference in price back to me. Please help!Business response
08/31/2022
Hello
Thank you for the feedback. Regarding the customer's account issue, we have reviewed it and the customer was provided an explanation of their account status on October 15, 2021.
Best
TuroInitial Complaint
10/14/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I started renting on Turo on August my Chevrolet Cruze. After only three weeks of doing it someone had an accident on my car.First, guest did not show up so I called customer service to see if they could locate guest, appears not. The guests phone was not even verified on Turo and she had a totally different number. After a while the boyfriend of the guest called telling me my car was in an accident where he was the driver non-authorized driver after around 2 weeks of going through all the departments in Turo my car was taken from the yard and taken to a facility of Turo to ***** claim. I was told the claim would be solved within a week It took 2 weeks to receive a totaled loss amount. I did not agree with the assessmen as doesn cover the cost of a used car in same condition. After putting my concerns out the representative wanted to call me, but I wanted him to write me as it is formal. 2 weeks have passed and he is still drafting my email. Loss income hasnt been paid.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 09/03/2021. Additionally the customer was informed about claims coverage in general on 09/07/2021.
Best
TuroInitial Complaint
10/13/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Turo charges for damages which are not caused by the renter ! Even after providing proof that I did not commit the damage they still went ahead and charged me . This is not just me ! You can check ******* and you will find ample evidence that they are doing this again and again ! It is clearly a scam and I feel extremely cheated for something I did not do . I can share proof that I did not do it as I have pictures . The pictures that were shared of the damage were stagged and not even at the same location as I had dropped it . Even after asking all these questions to them they still mentioned that I will have to pay ! This is a scam and it needs to stop !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 10/27/2021. Additionally the customer was informed about claims coverage in general on 10/07/2021.
Best
TuroInitial Complaint
10/13/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On, sept 26 @4;28 am, i cancelled a car, which i had rented. The rental was from Sept 27-Oct 4. I contacted the host prior, and asked if the car cold be dropped off. Previously with another rental i was given that choice, But, not this time. I live in the far subs from *******. and would take more than and hour to get to the car. And if i got a uber, it would be 100 or more. Also, i was not feeling my best. And later i was hospitalized. I have been calling about my refund, First i was told it could take a week to receive my refund, Although it was done with my debit card, Today, I called again, Now i am told i never cancelled the car and used it. They stated the have to contact the host. Still excuses. I have file a complaint with the corporate office. I now see they have many complaints, They have a one star rating, And is not a member of BBB.Business response
08/31/2022
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 Oct 27, 2021. We contacted the customer and provided them an update on the status of their account on Oct 27, 2021.
Best
TuroInitial Complaint
10/13/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
This company is completely incompetent. My son started an account and realized he needed to be 25 or older, hes only 21. We are trying to rent a vehicle for a family trip. What we believe happened, is instead of starting my own account he had me upload my information to his name, and consequently it did not match. I went in and opened up my own account and uploaded my picture and drivers license. I have a great driving record and background check. No criminal activity etc I rent vehicles a lot. Because of this clerical error, they are refusing acceptance now for me to rent this car. I reached out to the owner of the vehicle and explained I am trying to resolve this. I have attempted three times and cannot get a reason from Turo for them declining, and cannot speak to someone on the phone.. Its all verified through chat, and they are telling me I cannot speak to a manager. Totally unprofessional behavior, and this has put me in a very bad situation with finding a rental carBusiness response
08/31/2022
Hello
Thank you for the feedback. Regarding the customer's account issue, we have reviewed it and the customer was provided an explanation of their account status on October 13, 2021.
Best
TuroInitial Complaint
10/12/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I had a difficult encounter with a Turo host which I am not completely satisfied with the resolution that has been offered. There are so many issues with how Turo is doing business that does not properly accommodate the guest. In this situation, I experienced a vehicle mechanical failure that resulted in my inability to fully use my rental. I contacted the host about the failure and delay caused. He could not resolve for several hours. Ultimately I requested the host to just pick up the car; it wasnt worth the hassle.Instead of doing the noble thing and offering a partial or full refund for that day due to my trouble, the host egregiously increased the cost of the delivery fee to recoup his loss.Turo noticed the increase in delivery fee and refunded the additionally charged $55. This refund did not fully cover the partial and full days rental that was missed (insurance and service fees as well).Turo has been very supportive, but this issue need escalation.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 their full refund on 10/15/2021. Customer does not agree with **********************'s decision regarding their issue.
Best
TuroInitial Complaint
10/12/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Im a Turo host for Turo. On Oct 2, 1 I picked up my vehicle from a guest. That guest broke all of my written guidelines while he was on his trip with my vehicle. Some guidelines he broke were, NO eating, NO drinking, or smoking in the vehicle. He was also suppose to return it entirely clean like it was given to him. In my guidelines I also stated no hard braking or wreckless driving. The vehicle has a device that records driving and gps. This guest returned my vehicle with a bubble on the tire, that I had to replace immediately and pay for it out of pocket. He returned the vehicle extremely dirty, there were signs of drinking in the vehicle. There was evidence of smoking marijuana inside the vehicle. I uploaded all the evidence to the app on turo to charge the driver for incidentals. Turo came back and rejected the evidence for smoking. They approved $50 for cleaning but they are refusing to reimburse me for them smoking in my vehicle.Business response
08/31/2022
Hello
Thank you for the feedback. Regarding the customer's account issue, we have reviewed it and the customer was provided an explanation of their account status on October 18, 2021.
Best
TuroInitial Complaint
10/12/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company is scamming people out of money, they only believe what the car owners say and the claims are outrageous.Business response
08/31/2022
Hello
Thank you for the feedback. Regarding the customer's issue, we have reviewed it and the customer was notified of **********************'s decision regarding their full refund on Sep 20, 2021. Customer does not agree with **********************'s decision regarding their issue.
Best
TuroInitial Complaint
10/12/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I booked a car with TURO and had a confirmation, upon arrival to the airport on 10/8/2021, the car did not show up and I called the guy who owns it who said that he informed TURO that the car is wrecked and that he will not show up. I called TURO who told me there is only three cars available that are Tesla's but dont know when will get them to me, so i was instructed to rent a car. I did rent from Thrifty which was 383 dollars for basic car, and turo price was 208$ but they said will reimburse me, which they are refusing to do. I have called and emailed them.Business response
08/31/2022
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 October 9, 2021. We contacted the customer and provided them an update on the status of their account on October 9, 2021.
Best
TuroInitial Complaint
10/12/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I rented a car from Turo on 09/16/2021- 9/20/21. Unfortunately, while the car was parked it was side swiped on the front bumper and there were damages to the car. I took pictures of the damages and uploaded the pictures to the app. I received two different invoiced on in the amount of $1800 and the other $1700. I was confused because i never received a damage report detailing the damages. I called turo to speak with a representative and was informed that i had been placed in collections. I have replied to all of their emails requesting information. In speaking with the representative she informs me that I did not have a valid email on file and I any responses from my email account would have not been received by turo. I asked the representative how is my email not valid if i have been receiving correspondence from the company. She then stated that when a user account is created via mobile it automates a fake email. I now am in collections for more than 2K with no explanation.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
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Customer Complaints Summary
1,965 total complaints in the last 3 years.
765 complaints closed in the last 12 months.