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:10/23/2024

  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 October 16, 2024, I rented a vehicle through the Turo app (it's a car rental agency) and I was charged $309 to rent a vehicle for a week. I had been a renter of Turo for 5 months and I rented from this particular "Host" for about 4 1/2 months, but all of a sudden, he had an issue with my license, so he cancelled the trip. ********************** told me that they would refund only $212 and keep the rest because there was a cancellation. When I explained to the host that I had rented from him before using that same license, he allowed me to book the trip again, but when I arrived at the location, he said that he needed a different ID, so he cancelled the trip again. Turo stated that they would issue me a credit of $108 to the app, but I just wanted to cancel the service altogether, so they refunded the $212, but they kept $108. I need the $108 back because I no longer want to do business with this company.

  Business Response

  Date: 10/31/2024

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  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 refund request. Unfortunately, the customer does not agree with **********************'s decision regarding their issue.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20241023-6FPHO7

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22463435
  
  I am rejecting this response because I expect the FULL REFUND of $98. That's what's owed to me. I've already canceled my account with **********************, so now I need the money that's owed to me. NOTHING ELSE IS ACCEPTABLE!
  
  Sincerely,
  
  ****** Times

• Initial Complaint

  Date:10/23/2024

  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.

  There were obviously prior damages to the Turo rental . I originally discussed this issue with the renter prior to renting the vehicle and he was aware and acknowledged that I would not be liable and that the previous damages wouldnt effect the performance nor ride while I was renting . Im including the same make and model or a new vehicle for you to compare and see where the obvious difference is on his Host vehicle verse what it would look like if it was brand new with out damages . Below is a new car without damaging not the HOSTS. If you zoom in you will notice that the right lower panel has the silver trim removed indicating that there were prior damages to the vehicle before I rented it out . Ive also made a collage comparing as if the car was new without damages, what the Host advertised in the Turo profile, pictures that where taken of the day that I rented the car , and pictures taken the day that I return the car . In addition Ive included the video that was grab by the hotel surveillance that was obtain by the police . Im also including the pictures and invoices that were sent to me about the damages which includes the quotes for the prior damages , which didnt occur during my rental ? This is a total scam , that I shouldnt be liable for? I was visiting from out of town and became a victim for someone who wanted to get their personal car fixed for free on Turo and my behalf. Its evident in the prior damages and in the videos as well as the quotes given to repair the damages. This has really brought hardship to me and my family being victimized to the scams that your Host are running through your company . Im just asking you to please look at the evidence and take it all in consideration. Im not only being taken advantage of as a customer but your being taken advantage of as a company . I will be sending more attachments because I was able to send them all in this email they where to large $20,173.43 Is what I was charged ?

  Business Response

  Date: 10/31/2024

  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
  20241023-KL6BWN

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22462755
  
  I am rejecting this response because: Ive reach out to you guys numerous of time pertaining this scam . I also have videos and police reports . No one gas done anything  on my behalf ? As the customer . I want this 20k off my credit , its evident its a scam and I dont want to have to sue Turo but I will and it will cost more than 20k. This scam has brought hardship to me , my family and my credit 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:10/22/2024

  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.

  To Whom It May Concern,I am writing to request that Turo honor the agreement to reimburse me for the **** rides I had to take from ********* to *******. I have attached the relevant emails and receipts for your reference. The conversation reference number for this case is 20241021-IXTPP4.Based on the communications I received from your support team, including emails from ******** Vee, and ****, it was confirmed that my **** expenses were eligible for reimbursement, pending approval. As requested, I have submitted the required documentation, including my ****** information, to facilitate the reimbursement.I respectfully ask that Turo follow through on the reimbursement process as agreed upon, as I have met all the necessary conditions outlined by your support team. The **** rides were necessary due to safety concerns with the vehicle, as noted in the exchange with the host.If you require any further clarification or additional documents, please feel free to reach out. I appreciate your attention to this matter and look forward to a timely *************** regards,******

  Business Response

  Date: 10/29/2024

  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
  20241023-78IU25

• Initial Complaint

  Date:10/22/2024

  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 am writing to formally file a complaint against Turo regarding the recent closure of my account. My account details are as follows:Name: ** ** Email associated with Turo account: *********************** cellphone number accosicated with Turo account:************ On October 22nd 2024, I received a notification that my Turo account had been restricted/closed . Despite my attempts to contact Turo's customer support for clarification, I have not received a satisfactory response.This situation has caused me significant inconvenience and frustration.I believe this closure is unjustified and would appreciate any assistance the BBB can provide in resolving this matter.Thank you for your attention to this issue.

  Business Response

  Date: 10/29/2024

  Hello
  
  
  At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.
  
  
  Regarding the customer's concerns, We have trust and safety measures that we need to abide by if they are triggered. We run a number of different checks and take a number of different screening measures. Unfortunately, we cant disclose the specific risk factors that were considered in this process. We dont disclose the nature of our proprietary screening measures as that would greatly reduce their efficacy.
  
  
  We appreciate your time and understanding regarding this matter.
  
  
  Thank you,
  Turo
  20241023-4SOTM5
  

• Initial Complaint

  Date:10/22/2024

  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.

  Unfortunately doing business with Turo has been nothing but stressful and frustrating. I am a host renting out a vehicle I purchased for Turo. The first ****** to rent my car through the app crashed it and the car ended up being totaled. It has been almost 2 months since the accident, and I have not received a payment or any information on how or when I will be receiving a payment for my car.An insurance adjuster (through Turo) declared the car totaled a month and a half ago (after taking weeks to send someone). Turo assured me that they will be paying me out for my car since I am covered under their insurance (which I paid for) through their app. They were requesting me to release my totaled car to them without telling me how much I will be paid for my car, or when, and with nothing in writing. As soon as I told them I would like information on how/when/amount I will be paid, all communication ********** first they were taking days to respond, and now its turned into weeks. I have no clear answer to any of my questions or concerns, and get the runaround every time I call/email. The last ****** I was e-mailing back and forth (*****) completely stopped answering me. I have e-mailed multiple times, called the number in his e-mail (which goes straight to voicemail) and even texted him with no ************ speak to a different ****** every time you reach out and have to explain the situation all over again, just to get the same answer that they will have someone call you within a day or 2, which most of the time doesn't even happen (happened to me again last week, still waiting). I've been stuck making payments on a totaled car, it's effecting me financially, and Turo is in no hurry to help me. Instead of making an extra income which is the whole point of being a host, Turo has actually put me in debt. I just want this resolved as soon as possible to prevent any more financial strain. At this point they should also reimburse me for money lost!

  Business Response

  Date: 10/24/2024

  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
  20241023-F2CSMH

• Initial Complaint

  Date:10/22/2024

  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 2019 Camaro ZL1 through Turo. 10/20/23-10/25/23. 2 days into the rental the car got a flat tire. The cart was not equipped with a jack, tire iron, or a spare tire, only a bottle of tire fill and a small air compressor. I immediately contacted the host and told them. I had to call *** and they came out to assist. They jacked up the car and removed the tire, to find that the tire had been previously plugged by either another renter or the host. I again reached out to the host to tell them and told them they were going to plug the tire again to get me up and going. After I returned the car I got a claim notification stating the rim was bent and the tire needed to be ***laced. The tire that went flat was a Continental Extreme Contact DWS 06 Plus 305/30ZR20, the tire the host is trying to get me to pay for is a Michelin Pilot Sport All Season 4ZP Run Flat tires in size 285/30ZR20. Different make, model, and tire size all together from what was ***aired. I have made well over 20 phone calls to Turo in regards to this as well as sent them emails. I've asked to have a supervisor call me and now 39 days later no one has called me. This claim was from a year ago where a *** on the phone understood that the host was claiming false information and said this will be closed out. In retrospect they put my account on hold, put this in a file, then sent me to collections a year later. I sent all this info to the collection agency and they dropped the claim and sent it back to Turo. Turo keeps telling me that I'm financially responsible for this since it occurred during my reservation and that I should have removed the tire from the vehicle and inspected it before taking the car. I've never in my life had to remove a tire to inspect is before renting a car. The claim is for $371.53 of which is a false claim. More to this story, didn't have enough characters remaining.

  Business Response

  Date: 10/29/2024

  Hello
  
  
  At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.
  
  
  Regarding the customer's claim issue, we have reviewed details and the customer was provided an explanation of the claim estimation process on 09/13/2024. Additionally the customer was informed about claims coverage in general on 10/18/2024. The claim is closed.  
  
  
  We appreciate your time and understanding regarding this matter.
  
  
  Thank you,
  Turo
  20241023-QYO68E

• Initial Complaint

  Date:10/21/2024

  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.

  Rented car from Turo. Walked around car, took photos. Noticed just a small scratch and a piece of plastic from the side near the tire (snap a photo). A few days into my rental I hear a noise. I wonder where it's coming from, I stop the car, the noise stops, I drive the car I hear the noise. I walk around the car, and don't see anything i keep driving, then the noise again. I pull over, get on the floor and look underneath the car and notice that the rental car's undercarriage is broken/separated from the car itself (you can't actually see when you walk around the car, just when you get under the car). I tell the owner, she apologizes, says the undercarriage sometimes comes lose and it's an easy fix (I have all this in writing), but our schedules don't align and I'm driving around with a car that has a broken carriage which could be unsafe for me, so in the meantime, to ensure my safety driving this car (with a broken undercarriage) I used duct tape to tape the undercarriage to the car. Owner ends up changing her schedule, meets up with me the next day, takes the car from 11am-5pm to fix the undercarriage, she takes the tape off and the paint on the bumper comes off. Meanwhile, while she has her car in her possession she files a claim with Turo for "Collision" then the same day she returns the car back to me. But when I returned the car to Turo they want to charge me $1200 for "accident" I have photos that show there was no accident, only the undercarriage which everyone agrees was broken from the beginning, and the paint which scratched off when I tried to ensure my safety (by taping the undercarriage to the car). I have photos documenting all of this. I am being penalized for ensuring my own safety in a broken car that shouldn't have been rented to me in the first place (for customer safety). I've not been given the opportunity to get a second opinion and have been given very little information as to what exactly they are charging me for.

  Business Response

  Date: 10/28/2024

  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 10/21/2024 and advised of the decision including next steps.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20241021-TM154T

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22451467
  
  I am rejecting this response because:

  Turo rented me a car that was damaged (undercarriage of the car), there were no photos from renter showing the underneath of her car prior to renting it to me, so there is no way to prove that the undercarriage wasn't broken prior to renting. I do have a photo from pick up rental which shows side front tire and a piece of the plastic that connects to the undercarriage is broken, this is visible in my photo (attached), but I had no way of lifting the car and taking a picture from it underneath. Once I realized the undercarriage was broken and it was unsafe to drive the car I had to use duct tape to tape the undercarriage to the bumper to ensure my own safety and the safety of other drivers until owner of car could resolve the issue. Owner of car admitted to issue and said she would pick up the car and fix it. She took the car from me (during a day that I still paid for the rental) she picked it up at 11am and didn't return it until 5:30pm. She then she took off the duct tape that connected the bumper to the undercarriage had the car lifted and had a mechanic raise the car and took photos from underneath the car then filed a claim for collision. Unless this collision happened during the time the owner had the car from 11am-5:30pm (unbeknownst to me), there cannot possibly be any signs of collision on the car. I returned the car shortly thereafter a few days later and took photos of the car which show no signs of damage or collision with the exception of the paint stripped from the duct tape that I had to use to ensure my own safety and the safety of other drivers given that I was rented a car with a broken (and loose) undercarriage. Had the car not had a broken under-carriage in the first place, I would not have needed to use duct tape to hold it together. Had this been a reputable company like ***** or ****, the moment I reported the issue they would have tried to resolve it right away. Owner took a few days to try to fix the problem and I didn't feel comfortable driving with a broken under-carraige in the meantime. Now Turo wants to charge me to fix owner's car but 1) they are refusing to give any specificity on what exactly I am actually being charged for. 2) There is no damage to the car (with the exception of the duct tape to hold the undercarriage to the bumper, but I should not be held responsible for being rented a broken car that I then had to put tape to just be safe because owner wasn't available to help fix it right away and I was driving around with a broken undercarriage. 3) the owner had the car from 11am-5pm during my rental, what she did with the car during that time, I cannot confirm, she told me she was going to fix the undercarriage and return the car back to me. The car had no issue other than the undercarriage so it seemed like an easy fix, but then a collision claim was filed during the time she had the car, and 4) when I finally returned the car and took photos of the car all the way around there are no signs of any damage or collision with the exception of the tape that was used to ensure my safety and the safety of other drivers. Had I not been rented a car with a broken undercarriage in the first place none of this would have been an issue. But now Turo wants to hold me responsible for owner issue, they have gone back and forth, sending me claims and amounts I supposedly owe, for an issue to the car that they are refusing to explain clearly, they have given very vague explanation of what exactly they are charging me for, despite me sending multiple emails asking them to answer very clear questions.

   

  1) What exactly am I being charged for? What "damage" am I being held responsible for in this scenario?

  When I sent a pdf with photos of the car, messages with the owner, and proof that there was no damage to the car (photo of the car when I returned it) with the exception of the tape that I used to hold the broken undercarriage together, they responded that they would review my case again in more depth and escalate it to another department, however i have not heard a response. 

  I am not okay with being charged for a pre-existing condition the car had when rented, that could have potentially affected my safety and the safety of other drivers, and then having to take action so I could safely drive the car on the road (putting duct tape to lock in the under-carriage to the bumper), which then chipped the paint on the bumper when owner removed the tape during the time she had the car (from 11am-5:30pm). Turo is being extremely vague in what they are actually charging me $1200+ for.  

  This issue has been a huge inconvenience for me. It happened during a business trip to ***********, in the middle of me having meetings and deadlines, not only did I have to drive around with a broken undercarriage which could have put my safety and the safety of other drivers at risk, but then the owner took the car from me for a day (saying she would fix the issue) filed a collision claim while she had the car, then returned the car and now I've had to deal with the aftermath of this issue that wasn't even created by me. I had to find alternative transportation (really last minute) which was extremely expensive, and I've been dealing with vague emails from Turo not clearly stating WHY exactly they are charigng me $1200+ after I have provided plenty of proof and asked very clear and concise questions requesting clear and concise answers. Instead I get an AI-generated or copy and pasted generic response just asking me to pay this fee but without a clear explanation of WHAT the *** is for? WHY i am being charged this fee (what are they saying i am responsible for? And without being able to provide any proof of collision or damage caused by me (I provided photos of the car after I returned it and there are no bumps or signs of collision with the exception of the tape being removed, but tape was placed to secure a pre-existing condition on a car that wasn't safe to be rented to me in the first place).

  I would like to escalate this to small claims court. They have offered me arbitration but reading the fine print of the arbitration it states that by agreeing to go through a third party arbitration I am waiving all rights to taking them to court, which I am not comfortable doing given that they have a pre-existing relationship with third party arbitration company and I do not, whereas a court of law would be more likely to have a fair and honest resolve to the situation. I want Turo to be held accountable for transparency regarding this case. I want clarity on what they are wanting me to pay $1200+ for, and what they are holding me responsible for, because there was no collision, and the only issue with the pre-existing undercarriage being loose (confirmed by owner), so why am I being charged for a preexisting condition. I would like to 1) see the breakdown of what I'm being charged for, with explanation of why they believe I am responsible for these costs, 2) I should be entitled to my own mechanic seeing the car and making a fair assessment of any issue they are claiming, and until I am able to have a second opinion (which should be my right to receive), I don't feel comfortable being charged for some vague cost and some vague issue that was preexisting yet being charged to me.

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

• Initial Complaint

  Date:10/19/2024

  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 am a Turo host for 1.5 years (all 8 cars from 2023). Turo blocked my account after I filed a claim that their guest scratched my car - I made a claim, by all regulations and requirements of Turo (claim ******)- without any reason several of my photos were not accepted as evidence for about 3 weeks - after this time, my claim was fully approved and Turo made me a payment of 1100 dollars - a week later, my payment(which included Turo's approval of all parts of the car damaged by the guest)was canceled without any explanation.This has never happened in 1.5 years.The employee who is responsible for this claim tells me that she doesnt know whats going on - After a week,I received an email from the employee's supervisor who managed my claim (her name is Jasmine) saying that my account would be blocked because my claim rate is significantly higher than the claim rate for other hosts with ************************* statistics were given about what claim rate they expect from new car owners / old car owners/hosts using deductible plan 60 (meaning new cars) / hosts using other plans (usually using old cars)- Jasmine also said in her email that they are canceling all future trips for my account, and also WILL NOT pay money for repairs to my car because Jasmine thinks they are not Turo compliant (with her employee approving the entire list of damages, Turo rules also say that Turo pays for this type of damage for all trips on the 60 fare)We, a family of refugees from ******* for 1.5 years working on Turo, invested all our money, time, and effort to provide the best possible quality and efficient service for Turo guests faced with an extremely negative attitude toward us on the part of this person without any reason blocked our account and refused to pay us for the repair of our car I would like to discuss this situation with higher up ore. This is not in keeping with the normal relationship between Turo and their hosts and seems like direct discrimination by one particular person

  Business Response

  Date: 10/28/2024

  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
  20241020-693S5Z

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22446547
  
  I am rejecting this response because: all details are described in my original message
  
  Sincerely,
  
  ********** Parasotskyi

• Initial Complaint

  Date:10/19/2024

  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 October 10 I got a car from Turo for $78. Due to traffic, I had to extend an hour and a half. It said my new charge amount would be $81. What that actually meant was that they were charging me an ADDITIONAL $81 which was not clear in the wording on the app and I never would have agreed to this. The company does not clearly communicate, I am an individual with two masters degrees who works in a hospital. If I did not understand the wording and information I can guarantee the general public would not as well. I would like the original charge refunded, as 81 for 90 minutes is absolutely absurd.

  Business Response

  Date: 10/28/2024

  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 the charged that was made last 10/10/2024. Unfortunately, the customer does not agree with **********************'s decision regarding their issue.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20241019-E60O3O

• Initial Complaint

  Date:10/18/2024

  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 was falsely charged for a smoking fee. Extremely upset as this was a $150+ charge. I am currently attempting to dispute the charge as I had my children in the vehicle with me and do not smoke. The "proof" that was sent to me looks staged and the vehicle smelled of smoke prior to my trip.On top of that , I had the vehicle detailed prior to drop off and have the reciept to prove it ! Additionally I noticed burn holes as soon as I entered the vehicle. **************** is unhelpful & unwilling to be transparent. They automatically side with the host even if your proof is valid. Ive had multiple negative experiences with this company , including finding drugs in one of my rentals . This was the last straw! Stick with Enterprise

  Business Response

  Date: 10/25/2024

  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 10/12/2024.  Unfortunately, the customer does not agree with **********************'s decision regarding their issue.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20241018-DK07QF

  Customer Answer

  Date: 10/26/2024

   
  Complaint: 22440452
  
  I am rejecting this response because:

  Turo never reviewed any of my documents, they continue to attempt to charge my account after I instructed multiple times for them not to & they will not cancel my account . This company is a fraud . 

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