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:07/02/2024

  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.

  Please refer to the PDF's attached. Long story short, Turo rented out a car that was very unsafe and it would keep stopping in the middle of driving on the road and highway, it was dangerous and we almost got into an accident, risking our lives. It stopped working completely and they were supposed to tow the car and deliver a new one to our airbnb at a specific time to make it to our event on time, but they never did so they told us to call a lyft with vouchers, but the vouchers were not enough to cover our big group of people (split multiple cars and multiple trips back and forth). They promised to also refund the other ubers on top of the refund of the car since they couldnt give us a new car still the next day and also we missed a lot of time on the event which we can never get back, and the event itself is very expensive. It says in writing they will provide uber refund on top of our car rental refund, but they couldnt provide a discount for the new car we needed to rent which would have been fine with us but they only refunded just the car and refuse to give back the uber refund and closed the case and forbid me from speaking about the situation again as it was closed by their "higher **** as the final decision. (Fyi we all reside in ******, but our trip took place in ********* *************. My credit card is charged CAD conversion but the uber screenshots are USD amount). They are also notorious for terrible customer service!

  Business Response

  Date: 07/06/2024

  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 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
  20240702-OAYYRD

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21931720
  
  I am rejecting this response because: they are questioning which reservation number for more clarification.  I would like for them to review the emails and attachments thoroughly along with the phone calls as it supports my case that we deserve the reimbursement of our uber trips.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/12/2024

  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 their refund on Jun 19, 9:08 AM. Unfortunately, the customer does not agree with **********************'s decision regarding their issue.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20240708-M00FZ9

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21931720
  
  I am rejecting this response because it doesn't answer / rectify my issue. Turo's response is simply acknowledging that I acknowledged we had a discussion that I disagree with. There is in writing that I WILL get a refund for the uber rides, and on top of that another piece in writing that I WILL GET $150 but I never got any of that. On top of this, there are phone calls from other agents discussing that I will be getting a refund for my uber trips, and if not all at least $150. (please refer to all initial 6 documents for call reference numbers and emails)

  In the attached pdf via this response, please refer to page 8 and page 5 (this is in chronological order of the timeline of emails that was sent). As mentioned, my paypal is ************************ and nothing had been refunded into my paypal account. 

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

  Business Response

  Date: 07/16/2024

  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 full amount of their transaction on Jun 19, 9:34 AM. We did contact the customer directly via email and provided them an update.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20240702-OAYYRD

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21931720
  
  I am rejecting this response because, once again, in the documents I provided, it was stated that we will receive a refund for the car rental and ON TOP of the **** REFUNDS too. We only got the refund for the car rental but not the uber trips. Page 5 of attached PDF. "We will also provide the uber reimbursement."
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/01/2024

  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.

  I am a teacher and rented a car from Turo to transport four students from *******, ***** to *********, ***** for a one day school-related activity. I picked up the car at 2:30pm, an hour and a half early with approval from the host. I was trying to avoid horrible rush-hour traffic in *******, *****. I returned the car clean and containing a full tank of gas at approximately 3 PM the next day. I was never informed that I would be charged for 2 days. The host was great. I have no problems with him. The company charged me a two day rental along with an extra day of premium protection and another trip fee. My host emailed the company and told them I should have only been charged for one day. Turo refund the vehicle charge, $39, but did not refund the second day protection fee or trip fee. It makes absolutely no sense to charge me vehicle protection and a trip fee for a car I did not have! I have reached out to them three times and they refused to accommodate my request. This customer service is not acceptable. I am definitely not a happy customer. ***** (who did not include his last name) in customer support emailed me and told me the case was considered closed.

  Business Response

  Date: 07/05/2024

  **************text="true" style="box-sizing: inherit;">
  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 received a refund on Jul 3, 8:04 AM. We did contact the customer directly via email and provided them an update.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20240702-ENSSFB

• Initial Complaint

  Date:07/01/2024

  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 disputing a fraudulent charge that Turo is stating I owe for damages with no proof that the host is stating I did. Turo is requiring me to pay $1454.70 for damages I did not do. I picked up the Tesla on 6/15. I noticed the music was on as soon as I entered--which is unusual, almost like the controls selected to play music itself. It is my thought there was damage to the screen at the time I picked up the vehicle, because of this. On Tues 6/18, I messaged the host to let them know the screen was frozen for the last day or so. You can use the app to change things--which to me is no big deal and that's why I didn't mention it sooner. I also had returned an unsafe vehicle so I was hesitant to turn in ANOTHER vehicle just a day after--its a huge hassle to be without a car and I only had this vehicle for a day and it was already having problems. The host told me how to reset the screen. I did and that's when the screen started pressing buttons on its own, and it was at that time I did a close inspection and noticed an almost invisible hairline crack across the screen. I notified the host of the issue with the cracked screen randomly pressing buttons which was draining the battery. The host let me know I could return the car. Turo support told me to do a damage claim, which I did--even though I did not damage the vehicle. Turo did their investigation and stated I damaged the screen and cited that the pre-trip photos don't show damage. You absolutely cannot see this unless you are closely examining the screen in a certain light. I would not have noticed this upon picking up the vehicle. You cannot see it in the pre-trip photos. You cannot see this in the after trip photos. You can ONLY see this if the photo is taken 3 inches away and is circled with yellow to indicate damage. I refuse to pay these charges as the problem started the moment I picked up the car, and they are accusing me of damage that I didn't do with no proof, because its impossible to discern from pics.

  Business Response

  Date: 07/05/2024

  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
  20240702-S9HNYX

• Initial Complaint

  Date:06/29/2024

  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 ******** 6-28 . Today is 6-29 and I was getting ready to drive to az from ********* cause my mother is in hospital. I called Turo at 10am this morning cause I drove the car down the street and it was overheating pretty bad. They said they would have it towed, and once towed they would get me into another vehicle , of course free of charge cause i just paid $350 for this trip duration to 7-1. ITs now 3:22pm 5hrs later and still no tow truck. And I recieved a call from the owner telling me that the overheating of all ******** is normal. And that if I dont cancel the problem I will have to pay . I hung up on him. Called Turo back at 11am. Cause still no Tow truck. I was told that we are just waiting for tow truck to come get the car. At 1:50p I called for the third time cause still no tow truck. He told me less than 30min arrival time for tow truck. Its 3:24p . And ive been on hold to speak to a manager for 14:44min. Horrible! NEVER AGAIN!!!!!!

  Business Response

  Date: 07/03/2024

  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 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
  20240630-CEMNH6

• Initial Complaint

  Date:06/29/2024

  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.

  I been a member with Turo since 2020. However I started renting vehicles from Turo on June 13, 2024. I rented multiple vehicles consecutively from June 13th to June 28th 2024. Before returning my last vehicle on 28th. I attempted to make a new reservation due to the vehicle I currently had trip was ending at 9:30 pm cst that night. However, after going through the reservation process I was prompt with a message that Im ineligible to rent. I contacted Turo customer service via chat and phone to inquire about the error. All agents informed me that they see the error but cannot help because there is another department that is responsible for resolving the issue. Each agent stated they submitted a case to that department to prioritize the matter. The next day today June 29th 2024. I received an email stating that Im not eligible to rent with Turo with a list of possible reasons that resulted in the decision. After reviewing the list I noticed none of the reasons listed applied to me or my account with **********************. I responded with this same issue to the email. They closed my account entire to where I cant access it. There is where all my receipts are located for each trip I booked and purchased. Im not understanding after spending ***** from June 13th to June 28th why my account has been closed and I have been labeled as not eligible to rent. I did not have any accidents in any vehicle. I did not have any conflicts with any host of the vehicles. Each vehicle was returned at the appropriate time when the trip ended. I also find it strange that my account was closed as soon as I earned a free rental due to booking 10 trips that I never got the opportunity to redeem and use. As stated nothing of the reasons listed in the email applied to me as cause for my account to be closed and considered as ineligible. I would like answers. This is very skeptical. I dont have access to any of those Receipts, messages from the host, or access at all to my account.

  Business Response

  Date: 07/02/2024

  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 Jun 30, 12:26 PM.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20240629-OX0K64

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21920695
  
  I am rejecting this response because:This company did not explain to me the reason for my account being closed. Furthermore since closing my account have been attempting to charge my account for unknown and unauthorized payments. This company refuses to inform me of the reason my account was revoked. I have absolutely no knowledge whatsoever on why.
  
  Sincerely,
  
  ****************

  Business Response

  Date: 07/08/2024

  **************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 Jun 30, 12:26 PM.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20240703-PVTYQ9

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21920695
  
  I am rejecting this response because: I was provided a status of my account being restricted. However, I was not provided any explanation or any reason as to why. The email is attached. 
  
  Sincerely,
  
  ****************

  Business Response

  Date: 07/12/2024

  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 Jun 30, 12:26 PM.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20240629-OX0K64

• Initial Complaint

  Date:06/29/2024

  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 had an extremely unpleasant experience on my first Turo trip. Very sad to see hosts can easily scam/harness guests with hairline scratches, as a shareholder in $IAC, who owns a majority stake in Turo.Many people are living a busy life and myself included. We chose Turo as a way of transportation for its easy access and efficiency. However, I don't understand how Turo can continue to allow hosts to submit fraudulent or minor claims (just like the hairline scratch/buffable scratch in my case). There are literally ******* videos teaching hosts how to profit off damages. Back to my trip. When I picked up the vehicle, I was already very concerned as this vehicle looked odd with a lot of minor scratches and none of them looked natural. I have owned over 6 vehicles to my name, driven over 50 vehicles and have 15 years of driving experience. I understand scratches happen but usually much bigger in shape as the car collides with other objects. These minor scratches on the X3 looks like somebody intentionally "keyed" rather than collisions. Additionally, these scratches are all over the cars (I documented them) and none of them are repaired.When I returned the car on 7AM June 23, I took pictures of the car and returned in same condition. After I provided a 5 star review, the host started the damage claim against me. I tried to call but he refused to pick up. I highly doubt either it happened after my trip when the host took it to car wash or somewhere else, or he did it himself to scam.Now I have already wasted more than 7 hours of my time dealing with this non-sense claim and added stress. I now highly suspect this host is trying to "profit" off this claim as he never fixed any of the scratches on his car. Literally there was an existing scratch on the same door. Hosts like this will profit off users, and go to a cheap bodyshop to repair or don't repair at all.

  Business Response

  Date: 07/03/2024

  **************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 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
  20240629-4HPCI5

  Customer Answer

  Date: 07/05/2024

   
  Complaint: 21920513
  
  I am rejecting this response because:

  Do not believe this was escalated by Turo's prior response. No one has contacted me. 

  I had to call in to escalate this case myself. As a first time user, again very unpleasant experience.

  Turo only tells customers to take a few pics (even optional, not mandatory) to show it was returned in the same condition. This is exactly what I did. My post-trip pictures show no visible damages on the right side of the car. The host knows the system and took 150 pics. If that's the level of detail that Turo requires, Turo should tell users to do the same, not just 10 pics and make it optional. I have rented cars from 10+ different rental places and no place allow a hairline scratch claim like this. 

  Also, as explained, this car has a lots of weird /"non-natural" scratches all over the body, and none were repaired, which I documented all in pre-trip pics. I highly suspect the host is using this tactic to scam users and profit off these claims. I have asked Turo to lookin into this matter and so far no response back yet.

   

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

  Business Response

  Date: 07/12/2024

  Hello
  
  At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.
  
  Regarding the customer's issue, 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
  20240708-QTHNZZ

• Initial Complaint

  Date:06/29/2024

  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.

  My car had been rented via Turo on May 22. In **********, my car was rear ended and ended up hitting the car in front too. The driver and I both had coverage through Turo. We used a private company to get the car stored and towed to *********** where it sat for a few days getting assessed and for Turo to determine the outcome. The mechanic deemed the car to be repairable however Turo deemed it a total loss. The mechanic had charged Turo around $9,000 to release the car. Turo paid this charge and took the car to their lot, IAA. Their assessment of value indicated total loss minus the deductible for our coverage ($2,500) and then added in a withholding of $6,900 for the tow. This was unknown to me as to why theyd do this. Fast forward to today, over a month after the accident, and Turo has been extremely slow at responding to our questions not answering our calls and leaving me in a situation where I am paying $800 + insurance/month for my car and not releasing it. *** left multiple messages for *********************** and *******************, Turo employees who are handling my claim - none of them respond to any of my outreach. *** called IAA who said they cannot release my vehicle unless Turo says they can. Ultimately, Im in a situation where I either accept their value (total loss minus deductible minus the tow fee) or? And its the or that Im stuck with - they havent provided a clear path forward as to other options. They paid the claim of $9,000 to the storage/mechanic - and now are holding me accountable for this amount. I dont know what to do at this stage as my car is stuck in a lot I dont have access to, the car is leased and I have to return in a few months, its not drivable in current condition, and I have no access to anyone. Please advise on best next steps.

  Business Response

  Date: 07/02/2024

  **************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 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
  20240629-OECNAB

  Customer Answer

  Date: 07/03/2024

  Turo requested a claim number: please see below. Please note this claim has been ongoing for over a month and has cost me more than $1000 in storage/lease plus I had to get a new vehicle not to mention the loss earnings while the decision is pending and the hardship this has caused: financially and emotionally.

  I would greatly appreciate an opportunity expedient response in this matter with a resolution that is fair.

  Turo claim # ******

  Thank you for your assistance. 

  Business Response

  Date: 07/08/2024

  **************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 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
  20240703-WSQ2YE

  Customer Answer

  Date: 07/14/2024

   
  Complaint: 21920492
  
  I am rejecting this response because Ive yet to hear back with any frequency or resolution. I received an email from *********************** on Thursday July 12 after which I have not hear back. I chatted with **** on Wednesday July 11 who said he would escalate and send me an email and follow up - the latter did not happen. Im now 7 weeks into this nightmare with no resolution, my car is sitting in a lot and cannot be accessed, Im spending $300/week in holding costs, Im losing revenue, I had to get another vehiclethis has been the worst experience and Im shocked that a business like Turo has not been able to resolve this. 
  

  my next best option is legal recourse - not in the best interest of anyone. 
  
  *****************************

  Business Response

  Date: 07/17/2024

  Hello
  
  At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.
  
  Regarding the customer's issue, 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
  20240629-OECNAB

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21920492
  
  I am rejecting this response because:

  im at a complete loss. Its been 2 months and it cannot be this hard to handle this claim. I just chatted with IAA again, and they told me, again, that theyve made numerous attempts, left voicemails and emails, for ******************* and ***********************. Turo representatives have been atrocious at responding and Im now over $2500 in out of pocket expense caused by Turos delay. 
  

  I do not believe anyone is making this a priority and Im shocked that a business with Turos reputation has enabled this. Its a complete mess, headed by incapable reps, who dont respond or take ownership - no one responds to emails, no one picks up calls. Even IAA representatives have shared the same sentiment: Turo is extremely difficult to get a hold of. 
  

  Why offer a service with a commitment to satisfaction if you cannot deliver? I cant believe we are still here, 60 days later, and no closer to this being resolved. 
  
  *****************************

• Initial Complaint

  Date:06/28/2024

  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.

  A vehicle I had leased was not available when I went to get it. They offered me another vehicle and then charged me double because I brought my chihuahua with me. I tried to speak with management but was instead passed around to agent after agent before them banning me from the site.

  Business Response

  Date: 07/04/2024

  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 their charge on Jun 24, 2024 at 9:13 PM. Unfortunately, the customer does not agree with **********************'s decision regarding their issue.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20240628-XQSLG0

• Initial Complaint

  Date:06/27/2024

  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 reserved a vehicle on the 22nd of December 2023 for December 31st 2023. Unfortunately my plans changed and I had to cancel my reservation. I cancelled on the 27th of December 2023. Turos cancellation policy stated that if I cancelled within 24 hours I would not be charged a cancellation fee. Turo cancelled my reservation and took my money. I filed a dispute with my bank but they decided in Turo's favor. I can't gain access to my account to look into this because I've been banned from turo for filing a dispute. I'm not sure how this is legal.

  Business Response

  Date: 07/01/2024

  Hello
  
  At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.
  
  Regarding the customer's payment issue, we have reviewed details and the customer was provided an explanation of the refund on Jan 14, 9:10 AM. Additionally the customer was also informed about the status of their account on Apr 6, 12:44 PM.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20240627-MXJXY0

• Initial Complaint

  Date:06/26/2024

  Type:Order 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.

  ????????BEWARE!!! ????????DO NOT USE THIS SERVICE I use to be a fan of Turo but this is outrageous if ya know me you would know I dont smoke an this person I just rented a car from is lying .. he put a cigarette in his car after I dropped it off and is now saying he had to clean the car and get the odor removed and they are taking HIS side!! Ive never smoked cigarettes in my life!!Turo NEVER reached out to me and they wont accept my emails or calls.. they are just taking his sideAnd he asking for $200 to clean and $150 fee for smoking in his car now the saying they going to send me to collections! I refuse to pay as I do not smoke and he just lying So because the owner of the car says something its true??? I WOULD LIKE A REFUND AN THAT MONEY GO TOWARDS WHAT HE CLAIMS IS DAMAGED ?? Owner arrived late to drop car off (now asking a late fee form us so its void) ?? owner claims we smoked in car never smoked in my life Void fee ??owner claims unauthorized person drove car FALSE void this fee ??owner delivers unsafe vehicle (no horn, lights on dash lit up) ??claims no gas left in car we got a car under 1/2 with gas an was told it would be full we left 1/2 tank an he too photo after he drove vehicle an used gas VOID fee

  Business Response

  Date: 06/28/2024

  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 their charges via email and phone. Unfortunately, the customer does not agree with **********************'s decision regarding their issue.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20240626-SZH8KX

  Customer Answer

  Date: 06/29/2024

   
  Complaint: 21904624
  
  I am rejecting this response because: I DO NOT SMOKE and by someone putting a cigarette in his car a taking a pic a saying someone else left it is NOT proof Im guilty. I do not smoke I did not leave cigarettes in the mans car. This is outrageous he is a liar  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/04/2024

  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 Jun 20, 2024 7:56 AM. Unfortunately, the customer does not agree with **********************'s decision regarding their issue.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20240701-JCP2IZ

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21904624
  
  I am rejecting this response because: I have uploaded medical documents showing I have asthma and I am not a smoker just because someone takes a photo if a cigarette in their car does NOT mean its evidence to prove I was smoking. If turo would like to pay for a medical exam Ill get my lungs scanned I DO NOT SMOME!!
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/11/2024

  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 Jun 20, 2024 7:56 AM. Unfortunately, the customer does not agree with **********************'s decision regarding their issue.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20240626-SZH8KX

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21904624
  
  I am rejecting this response because: I dont smoke for Medical reasons and this is a SCAM!! 
  
  Sincerely,
  
  ***************************