ComplaintsforTuro

• Initial Complaint

  12/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a reservation on the Turo car rental app on October 29th, 2021 reservation ID #************ rental was until November 5th, 2021 for a total cost of $448.52.After the reservation was complete I received a notice from Turo that the rental location stated they have photographic evidence of marijuana ash on the driver's seat floor and they were fining me an additional $250 + $7.50 processing fee.In addition to this, they stated that they had already sent the fee DIRECTLY to a collection agency not giving me even 1 second of time to pay the fee to them instead of a collection agency.^ I strongly believe this part is because they cannot get more charge backs against their merchant profile without the bank shutting down their account.The problem is that I have never smoked anything, let alone marijuana, in my entire life. So I and my passenger immediately got drug tests to prove that the photo was fake and I was being scammed by the rental location. I have lab documented results proving no one had THC in their system.I also researched the rental location and sent Turo 1/2 a dozen other customers reporting the same smoking fee scam.Turo has ignored all evidence in favor of the rental location, and after further research I see now that this is an extremely common issue with renting on Turo, getting scammed out of add on fees at the end of renting.This business needs serious investigation, because if there was an analysis on their data for the amount of smoking (and all other similar fee) claims on Turo compared to the rest of the car rental industry - it would become clear that thousands of people have been scammed out of millions of dollars so far and the problem is going to just keep getting worst.

  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 11/30/21. Customer does not agree with **********************'s decision regarding their issue.
  Best
  Turo
  
  

  Customer response

  09/17/2022

   
  Complaint: 16203286
  
  I am rejecting this response because:

  I provided plenty of evidence showcasing the Turo Hosts claim was a lie. Turo chose to side with the Host, and now the Host will continue to scam money from other Renters. Simply ****** ************** and rank the reviews lowest first, you will see over and over again this Host scams customers for smoking fees. They should be banned from Turo, not the Renters that were scammed. And the money should be returned + penalty money should be rewarded for ever having to deal with this situation on your product in the first place.
  
  Sincerely,
  
  ***************************

  Business response

  09/26/2022

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

  Customer response

  10/04/2022

   
  Complaint: 16203286
  
  I am rejecting this response because:

   

  You stoled $400 from me, I provided ample proof and there should be consequences against you.

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

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/5 i attenpted to make reservation for 3 day car rental for ***** cx5. Price initally was ****** i applied the 15% coupon from host for previous loyalty and total increaes to ******? No other options .. i notices the trip fee oncreased from 103 to 160.. thus negating the small decrease in protection cost! I reached out to host *** Tiro customer care.. customer care took look and was baffled too.. suggested i book to not let car get booked by someone else .. and ensured we could request refund. Royghly $75.66 This was on 11/5! I then tried to book after hanging up and found the cost had gone up again. Now while i appreciate the lead time had shortened, by a whole 90 mins i too. To recah tbe host and customer care but the overcharge is disingenuous. Now it was 477 total but when i applied the coupn code. The price is 405.. except it was all ready 405 when i tried coupon code before on the ****** cost! So instead of paying 15 percent off 386 im paying 15 off 477 .. im owed roughly 76$ turo well knows this. Yet theyre haranguing me about unpaid tolls after just 48hrs .. audacious

  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 Jan 17, 2022. 
  
  Best
  Turo

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a car the week of 11/21/2021. The week went good I was due to return the car 11/28/2021 @ 6pm. The host called me about 5:45 pm to make sure I would be on time. When it was time to return the car a stranger walked up and asked for the keys claiming to be the host best friend. I called the host a few times to see what was going on, if he sent someone else to pick up and if it was okay to give him the keys, he said yes. We inspected the car, took pictures and went out separate ways. On Tuesday morning my account is banned. I have a $250 invoice. The host claimed I was smoking in his car. I seen no proof, I had no change to defend myself nothing, they just took his world for it and banned me. A major issue is before the host got his car back someone else he authorized was driving the car. Im about *****% sure his friend that picked up the car smoked in the car and not me. I also can not log in and I need proof of rental from turo I order to be reimbursed my money for renting from them and I can not. I need help. I do not want to pay $250 for an action I did not do!

  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 December 7, 2021. 
  
  Best
  Turo
  
  

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a claim (#******) open with Turo for ~$950 of damages I never did. I rented a vehicle from a host named Rasaun. Turo's specialists have stated that the drivers side console of the vehicle was ripped out. While I can agree it looks ripped out, I know I did not do it and believe Rasaun is scamming me for money while Turo allows it. While I was told the investigation would take about a week for a resolution, it has been going on for 42 days with poor communication. I have not spoken with the same person twice, I have gotten contradictory messages from each individual both over email and the phone (which I believe were recorded), and many have failed to answer some of my questions related to the case. Additionally, the final report never included pictures that I sent in of the vehicle proving that I did not rip out the console. I feel this only scratches the surface of some glaring issues within the organization. There are many other concerns with my case that are also evident in the information provided in my BBB complaint. I would recommend that NO ONE use Turo for their car rental needs. You'd be taking a very large risk of being scammed by the host with the help of the business. I take pride in being an honest, kind person and the fact I am being put on trial for something so reckless and disrespectful is beyond me. But what is more disturbing is Turo's lack of response and siding with someone that is scamming a previously very satisfied customer. To help fully paint a picture of the situation, I have included a *** of all emails, a timeline of events included at the end of the *** email chain, a picture of the damages reported by the host, and pictures and screenshots of my own. I am proposing that Turo drop the charges as I did not do the damages pictured and they have not provided me enough information to trust that they actually conducted a thorough investigation. Not to mention the poor customer service during the whole process.

  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 10/18/2021. Additionally the customer was informed about claims coverage in general on 10/25/2021

  
  Best
  Turo

• Initial Complaint

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a car with Turo to use while in ********* for the trial of my sisters murder. I was there for about 10 days. The day I picked up the vehicle it was already making a noise, I took a video of it while driving the vehicle and the noise went away. The next day it got worse and I contacted the owner of the vehicle, he told me to keep driving the vehicle if the check engine light wasn't on. So I did as I was told. As the week went on the noise got worse so we stopped driving the vehicle and kept it parked. We ended up needing to use the vehicle two days before turning it in. We drove it about 10 miles and the vehicle wouldn't shift gears. This time the check engine light came on, at this point I knew the transmission was slipping. I ended up taking Uber's and Lyft's the rest of the time we were there. The owner of the vehicle then tried to make this my problem when from the beginning of this transaction he was aware that something was wrong with the vehicle. I contacted Turo and they only wanted to refund me for the last day of the trip since that is when the owner had the vehicle towed from where I was staying. They made an already bad experience for me even worse. On top of having to sit in the same room as the man that murdered my sister for a week, I had to take on a whole other problem that I shouldn't have had to deal with in the first place.

  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 smoking claim issue on December 4, 2021. Customer does not agree with **********************'s decision regarding their issue.
  
  Best
  Turo

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company is a fraudulent company based on my previous experience. I had to go through BBB and an attorney to get them refund my charges for my previous trip, I wanted to give another shot but its worse again. I reserved a car through Turo for 11/18-11/25. I picked up the car at 3pm on 11/18 and dropped off at 3pm on 11/25. Trip ********. The car was in a bad condition with scratches, missing gas cap, low gas and maintenance required. It was very old and did not match the description/photos the host uploaded in the website. The car won't move or brake properly. When asked the host, she won't respond and Turo would charge me if I canceled last minute even when the car was inaccurate from the description. Therefore, I had the car with me and returned it on time. I basically didn't use the car much at all and kept it in parking because the host won't take it/refund. During my checkout, the host didn't respond to my concerns because she is also a fraudulent person. After I returned the car, the host filed a number of complaints to extort money for the existing problems as if I am responsible for the "maintenance required light being on, gas cap missing, low gas $25.16". I explained to her that I addressed this before. Ieven filled the gas tank for her thought she gave it empty. She was caught redhanded and now she sent some fake pictures of the scratches in the bumper and Turo is threatening to charge me $500. I sent my pictures when I returned the car, which was in a perfect condition as exactly as I picked up. Turo is threatening to send my account to collections. I request them to refund $25.16 for the gas and not charge me anything for any damages and return the 8th day charges as I had the car for 7 days only.

  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 12/13/2021.
  Best
  Turo
  
  

  Customer response

  09/06/2022

   
  Complaint: 16189330
  
  I am rejecting this response because they did not help and it is basically a scam
  
  Sincerely,
  
  *****************************

  Business response

  09/11/2022

  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 December 13, 2021. 
  
  Best
  Turo

  Customer response

  09/14/2022

   
  Complaint: 16189330
  
  I am rejecting this response because it is a fraud company. They said to have "resolved/refunded" the issue and sent my name to collections.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I've used Turo in the past without issue and was looking to rent another vehicle. Upon trying to login to my account which had previously been verified due to the previous rental not even 6 months prior I find out that my account has been restricted without reason. Contacted support via chat and they told me they don't have the information as to why it was restricted. At first I didn't hear anything back for about a week so I went back on the chat support and spoke to someone else and they told me I'd hear back from them in the next couple of hours. I then received an email stating that I was restricted based off of the following. Failed background screenings, One or more motor vehicle record (MVR) violations, Risk flags triggered by Turos internal system, or Violation of Turos Terms of Service. None of which makes sense because I have not had a single accident in my entire life nor a ticket so I couldn't be anything from my driving record and I had a past successful rental without incident so I didn't violate any terms of service. If anything I feel targeted/discriminated against because I did not do anything wrong to warrant an account restriction. From the previous complaints it seems that I'm not alone in the matter which is really upsetting.

  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 August 31, 2022. After review, we have removed the holds from the guests' account at this time. 
  
  Best
  Turo
  
  

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  REAL FRAUD . TURO steal money from Americans . Stay away or better run away . Cars are non drivable . All positive feedbacks are fake. Hour on the phone with ***********. Real thieves .As I already said : RUN AWAY AS FAST AS YOU CAN .

  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 Nov 29, 2021. 
  
  Best
  Turo

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented from Turo in ***** from 11/23/2021-11/26/2021, on 11/24 I had a flat tire, luckily there was a spare and was changed by a Road Ranger. The host did not have another vehicle so I had to return the vehicle on 11/24 less than 20 hours and 90 miles since I picked this up. The host had the tire replaced and asked to split the difference of 168 which I agreed to. Turo is supposed to refund me the difference for the 2 days, the host agreed that the vehicle was retuned on 11/24 and should be charged for one day only. I've since been chasing Turo bouncing from department to department to get my refund. I am not paying the HOST for the tire and TURO not refunding me for the unused time.Truly messed up company Turo, bouncing your call from Department to department, from Chat to phone to email to chat. 5 days and 8 hours later they are still unable to find my claim.Unfortunately I am going to have to dispute this charge with AMEX. An extremely poor customer service

  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 December 6 2021. 
  
  Best
  Turo

• Initial Complaint

  11/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed my car on Turo to be rented out to guest that need cars to get around and Turo assures the cars will be covered and all guest will be screen, but a guest that they approve for my car damage it, and Turo is not trying to reimburse me for the damages that was caused to my vehicle

  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. ↩