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:06/07/2024

  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 recently rented a car through Turo from **************, and unfortunately, it was a very disappointing experience. the Reservation ID ******** 1. Hidden Costs: I ended up paying an extra $68 due to several unexpected charges. First, although my reservation was supposed to start at 17:30, ********************* the car at *********** at 8 am, I understand there are no standard time requirements for early parking, but then what is the point of the reservation time???2. Fuel Issues: When I received the car, it was not in full gas condition; it had about 334 miles left. This was surprising as it was my first time experiencing this on Turo after six trips. Despite returning the car with 344 miles left, ************** charged me $31 for refueling. He has a one-sided agreement stating that guests are responsible for not full tank and all airport tickets, I don't think it is fair for guests to pay for the refueling if they didn't even receive the car with a full tank.3. Lack of Communication: after I received the car, ************** did not respond to any of my questions or concerns. There was no explanation or support provided, this is very unprofessional.4. Dishonest Practices: During our dispute about the refueling fee, ************** claimed that the next guest submitted a photo showing a different fuel gauge reading of 339 miles, WHICH WAS STILL HIGHER than the 334 miles when I received the car. This is false evidence, yet Turo support did not thoroughly review the situation and unfairly charged me the refueling fee.again, I am totally fine with the fee that on my responsibility, but I am kind ****** with ************** and Turo customer support for the unfair charges, I think it is worth time to post this to help others determine, not a big deal but just lame

  Business Response

  Date: 06/12/2024

  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 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
  20240608-S2OFRK

• Initial Complaint

  Date:06/06/2024

  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.

  May 30th 2024 the vehicle I rented from Turo caught on fire while I was driving. Earlier around 1030 the owner of the vehicle and I agreed to have the oil change on the vehicle(the oil change was overdue) I went to the agreed location that the owner stated. The owner stated his friend was going to do the oil change while there the owner friend stated the front passenger tire was bad and it would cost 40 dollars for another tire. I communicate with the owner via text message about the tire even cash app the owner 60 dollars since his friend stated he only took cash ( I didnt have cash on me ) the owner friend never change the tire . Approximately 6 hrs later while driver to work a driver pulled along me and stated my front passenger tire is smoking . I pulled over turn off the vehicle and went to open the driver door and the whole car shot up in flames. I was only able to grab my cellphone. I immediately call 911 and FaceTime the owner he then told me contact TURO . Turo has been absolutely no help I slept outside with out any transportation (that Turo said they would provide) customer service stated if i provided my own transportation I will immediately be reimbursed once I since over my receipt I have done that and now they are refusing to reimburse me. The way I have been treated has been the absolute worst. The vehicle was suppose tobe return back to the owner on 6/2 they refused to refund me for the days that I was out of transportation. I have rented from Turo a lot of times never again will I give them my hard earned money. I have proof of text msgs of me and the owner conversations me sending him money for the tire that wasnt my responsibility. Of Turo agreeing to reimburse and have yet todo. The amount of my transportation.

  Business Response

  Date: 06/07/2024

  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
  20240607-VVQKWU

  Customer Answer

  Date: 06/08/2024

   
  Complaint: 21814542
  
  I am rejecting this response because:
  No one has reimbursed me even though my stated they would . I have been getting the run around since the incident happened.
  Sincerely,
  
  Tomaniqua *****

  Business Response

  Date: 06/12/2024

  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
  20240610-I3TFQM

• Initial Complaint

  Date:06/06/2024

  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 purchased a $650.00 turo gift card to rent a vehicle. After I purchased the gift card the rental amount increased. I added a card from family member to cover the remaining amount due. Then my Turo account was locked and the money was not returned. I can't rent a car and they are holding the $650.00. I would like my money back.

  Business Response

  Date: 06/07/2024

  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
  20240606-4QSSEX

• Initial Complaint

  Date:06/05/2024

  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.

  On April 21, 2024, I rented a car from Turo **** for $204.00, and I had no problems. It was a great experience. However, on May 11, 2024, my account was fraudulently charged another $500.00 for a rental car that I did not authorize. I am a Veteran on disability and am on a tight budget. I have bills to pay. This is a terrible way to treat a customer who have been stolen from. No one will help me.

  Business Response

  Date: 06/05/2024

  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 all available information and found the customer was notified of **********************'s decision regarding their reimbursement of funds on May 26, 10:12 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
  20240605-TA3IT0

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21808715
  
  I am rejecting this response because: it is blatant theft and it may have one of they're employees. They should not be able to get away with this. Fraud is ramped these days and people don't have money to be taken 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/07/2024

  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 reimbursement of funds on May 26, 10:12 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
  20240606-KLWT2F
  

• Initial Complaint

  Date:06/05/2024

  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 need a car. I had used Turo before with no problems . I rented a car for 6/2/24 . However the listing stated that it could be dropped off which was incorrect. Everything about the listing was incorrect. I had spent the entire night trying to find a safe spot to be spending a ton of money doing so . When I had finally got to the car WOW scratched on ever inch . I even mentioned that the engine sounded wrong . With a smirk the owner said it was fine and he was a mechanic. I begun to take pictures which he seemed to have a problem with . I explained that's how it goes and told him he should . He stated he already had some . Wow not of that car maybe the car that was posted on Turo. Exhausted, stuck and in pain with no way home . I took car drove it for all of 3 minutes and had to pull over . The gas and break area shaking violently there was no way it would even get me the 45 minutes home. It absolutely wouldn't run for the 5 days I rented it for . I couldn't use it for ride share . 20 minute in chat with Turo beging for a phone call . Over 38 minutes speaking with Turo representative who seemed kind . She ordered me an Uber however instructed me to type in my own home address (odd) the rest was filled in . As I had to walk back and forth to the street signs spelling them out for her many times. 10 minutes into my Uber ride home still on with Turo representative trying to help me order another car. The very second I arrived home Some woman from Turo calls me screaming were is the car . I told her to check her records and call recording's find everything. I had already given all the info . I did everything I was instructed to by Turo. Clearly or she wouldn't be calling me the second I got home . Clearly Turo wouldn't know . Since I've received txt stating that the cars been reported stolen and my info has been given to the police. This whole thing has got to be a scam . I made it clear that I didn't feel safe around the owner 1st thing

  Business Response

  Date: 06/07/2024

  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 3, 2024 at 10:30 AM EDT. We did contact the customer directly via phone and provided them an update on the status of their reservation on Jun 2, 7:33 AM.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20240605-DJIIU6

• Initial Complaint

  Date:06/04/2024

  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.

  Reserved a car for June 3rd. Trip was canceled and changed by the owner to a different vehicle. Accepted changes. Attempted to cancel the trip before the trip began because of illness. No cancel option on the app. Called in and was waiting for a representative for quite a while. Spoke to a representative. I stated that I could share a screenshot of the app showing there was no cancellation button. Emailed a screenshot showing no cancel option in the app. This is highly important: The representative then asked me to send a photo of used toilet paper from my bathroom with proof of menstruation and other issues as evidence of illness. I stated I would not be sending that. It took over 45 minutes to get Support on the phone and get assistance. Requested at least three times for the trip to be cancelled. The agent stated if I waited longer it would be listed as a no-show. I requested for it to be cancelled prior to that point and she would not cancel it. When she finally did cancel it, I was told the cost would be a little over $30. I requested to have that cost removed given he issue of illness. Was told that a callback regarding that request would be given the same day. No callback received. The next day I logged in to see that Turo changed me for the trip plus an additional fee. Called into Turo Support five times for assistance.-- First time: The representative was not able to assist and was adding additional charges with no explanation.-- Second time: Was hung up on.-- Third Time: Was told there are no supervisors to assist and that I was changed as a no-show even though the trip was cancelled prior.-- Fourth Time: Was told that there was another reservation from June 1st. I shared with the representative that I did not schedule for June 1st.-- Fifth time: Reach a representative who took the information. The total I was changed is $90.12. I am seeking a refund for that amount plus $25 for the overdraft on my account.

  Business Response

  Date: 06/05/2024

  **************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 was refunded the full amount of their transaction on Jun 4, 2024 12:58 PM EDT. We did contact the customer directly via email and provided them an update on the status of their refund on Jun 4, 10:24 AM.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20240604-BHOTS6

• Initial Complaint

  Date:06/03/2024

  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 received a gift card Went through the companies verification system Went to payment screen redeem my gift card and was notified unable to rent a car I have called to have the transfer the card transfer or my gift card refunded and they are just stealing from me. I cant book with them which is fine but I would like my gift card back to regift

  Business Response

  Date: 06/05/2024

  **************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 that we have unredeemed the gift card on Jun 4, 2024 3:20 PM UTC. We did contact the customer directly via email and provided them an update on the status of their gift card on Jun 4, 8:24 AM.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20240603-E2ZGQN

• Initial Complaint

  Date:06/03/2024

  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.

  Turo has been heavily skewing policies in favor of guests who can seemingly now rent your vehicle and do whatever the please without any repercussions. I just had a guest drive my electric vehicle out of town, pull into the wrong charger, complain that he can't charge at THE WRONG CHARGERS, and has the car towed all the way back. Because he reported the charging "issue" to turo, my vehicle is unlisted. Even worse, he left a review that is verifiably false, and yet it remains on my profile, hurting my overall rating.Turo refuses to help me, even though they themselves have stated that they can see all the messages between the guest and I and what the guest said is false.

  Business Response

  Date: 06/04/2024

  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 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
  20240603-T7LG4S

• Initial Complaint

  Date:06/01/2024

  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.

  From Dec. 25, 2023 to Jan. 3, 2024 I rented a vehicle through Turo (reservation id *********. Over a month after the return of the rental (sometime in February), I received notice that I had an additional charge for a ticket due while I was driving the vehicle. I had not been pulled over during my trip and it was an automated citation from a traffic light camera that I did not see in time during heavy traffic. I had wanted to work with the local courts regarding the citation to admit guilt with an explanation and the deadline to do so on the citation was near the end of March. The renter through Turo just wanted me to pay the citation, so I contacted the citing police department to determine contact information for the local court. The enforcement officer advised me that since I was not the owner of the vehicle that was cited through the automated enforcement system that: 1.) he could not discuss the matter with me and 2.) I had no obligation to pay it under Florida law (where the citation was issued). I advised the enforcement officer that I was the actual driver and wanted to work with them on this citation, he refused.I contacted Turo support via web chat to explain the situation and a lady advised me that this would be escalated to their "highest level of support" and that someone would be in contact with me. Nobody contacted me. In April, I started receiving vague calls from FCR services. After several calls and trying to determine who they were, I was able to determine that they were a collection agency trying to collect a debt through Turo from this citation. I explained the situation to them. I recontacted Turo again the same day (this time over the phone--an arduous process), was placed on hold and after 10 minutes was disconnected. I also sent them a separate electronic message requesting a callback and have not received a callback to this date.They really just need to TALK to me to resolve this matter.

  Business Response

  Date: 06/04/2024

  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 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
  20240602-3QQEOZ

  Customer Answer

  Date: 06/09/2024

   
  Complaint: 21790436
  
  I am rejecting this response because:

  No contact made from Turo to me after 5 days.  I am still awaiting contact from Turo.  That is the only resolution that I am seeking: communication from Turo.

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

  Business Response

  Date: 06/12/2024

  **************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, 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
  20240602-3QQEOZ

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21790436
  
  I am rejecting this response because:

  Still no communication now 20 days after opening this complaint.  How long does it take Turo to review this issue to simply pick up the phone and call me?

  Awaiting their call at: ************ and I will reject any response from them until they communicate with me.  That is what this complaint is about: simply to communicate.  PLEASE, CALL ME!
  
  Sincerely,
  
  ***************

  Business Response

  Date: 06/25/2024

  **************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, 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
  20240621-BVTDKX

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21790436
  
  I am rejecting this response because:
  

  Still awaiting meaningful, direct communication from Turo.  None received at all.  They are stalling.  How difficult is it to just pick up the phone and call me?

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

  Business Response

  Date: 06/29/2024

  Hello
  
  At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.
  
  Regarding the customer's issue, 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
  20240621-BVTDKX

  Customer Answer

  Date: 06/29/2024

   
  Complaint: 21790436
  
  I am rejecting this response because:

  Refusal from Turo to directly communicate with me.  I will continue to reject these responses until they communicate directly with me.  There should be consequences for companies that try to draw these processes out for lengthy time periods only to avoid the responsibility of communicating with their customers.  It should never take months to review a simple complaint such as this that can be fully resolved with 1 phone call from them.

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

• Initial Complaint

  Date:06/01/2024

  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.

  6/1/2024 ********* ****** tourist travel prices go up substancially from June until the end of their season in late August. I began trip pricing 60 days early. While looking at car rental pricing found the Turo Website. Looking for the best 7 day rental pricing around $100.00 a day. I found a vehicle discounted from $117.00 per day down to $94.00 per day. The vehicle was a 2024 Kia ***** listed with 4 previous 5 star trips. The price was reasonable, went ahead and filled out the Booking Form picking the car up at the ********************* International Anchorage ******. The price that came up while booking was $117.00 the non-discounted full price opposed to the $94.00. I checked the charge deferral until July 9 a free selection on their Booking Form. I pushed the Book button but it didn't default to the correct advertised price. The $117.00 did not change. The charge indicated it was being processed via a spinning wheel shown. Ten minutes later it was still spinning so I went to my Turo website profile and found the credit card had been approved. But, I did not receive an email conformation. When, if ever will the charge occur? Will my daughter and I arrive in ********* only to find there is no vehicle and be forced to pay twice as much for a same day over the counter rental. Reserving the vehicle and other trip expenses a month and a half in advance has saved hundreds of dollars. Finally, when I tried to get ahold of Turo to get answers, the three welcome and security emails received all indicated No Reply on them. This was contrary to what their writeup that indicated, Getting ahold of **************** information online. I am concerned that this was a scam? Turo has my personal information, Minnesota DL information along with my CC number to use illegally? This company's actions are unworthy of dealing with the public. I wasted an entire Saturday afternoon doing something that should have been effortless. Other consumers should not have to put up with this.

  Business Response

  Date: 06/04/2024

  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 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
  20240602-KLRPRC