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:04/10/2024

  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 car from one ************** (goes by ****) of ********* during the first week of March 2024. After returning the car, the moment I left a 5-star review, *** filed a collision report, taking me totally off guard. I asked him about it, and he said it was for "**** scratches". I told him I hadn't hit anything, but we had had a very windy day and I couldn't prove that every single one of the very tiny scratches on the car (too small to show up in the pictures I had taken) were there before I picked the car up. I was outraged when Turo assessed the damage to be worth over $1400 and gave me only 24 hours to reply, citing only the pictures provided by the host and giving me no chance to respond. I paid, as I had no other choice. But then a month later, Turo decided to charge me more than $1400 again, for supplemental payments Min claimed when taking the car to the dealer. The car was from 2011 and had clearly taken a beating before I picked it up, and even though *** himself described the damage as "**** scratches", he is now attempting to charge me for the non-superficial work he wants to have done on the car. Turo blindly signed off on this and again, gave me 24 hours to pay this supplemental cost.

  Business Response

  Date: 04/12/2024

  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
  20240410-8U7FH9

• Initial Complaint

  Date:04/09/2024

  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.

  While renting my car through turo it was stolen. My car was found damaged and turo has been unresponsive when I've reached out to them to have my car repaired.

  Business Response

  Date: 04/11/2024

  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 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
  20240409-104AAP

  Customer Answer

  Date: 04/15/2024

   
  Complaint: 21549306
  
  I am rejecting this response because: I've been given that response for a month and ;the resolution is very simple. My car was damaged during a rental and the coverage I have through Turo covers the damages. The delays in repairs have been very costly for me.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/17/2024

  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
  20240415-WI10JT

  Customer Answer

  Date: 04/19/2024

   
  Complaint: 21549306
  
  I am rejecting this response because:

  Youve known about my damages that are covered in my policy for a month. It shouldnt take this long for you to repair the damages that occurred during my rental. This is unacceptable. What have you been reviewing and discussing for a month regarding the damages to my car?
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/19/2024

  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
  20240419-3X13UN

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21549306
  
  I am rejecting this response because: Turo keeps sending the same message and not responding to my question. How long will it take to compensate me for the damages. Whats being reviewed and how long does it take?
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/08/2024

  Type:Customer Service 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 not used Turo in years. My drivers license has changed twice since last using Turo. I log in to rent a car. I find no way to provide my drivers license information. I contact support to provide my license information. They respond by saying they will not approve my account for car rentals, and they said they will not disclose why. I responded saying I hadn't even provided my information, and they replied saying the same thing as last time with no further information.

  Business Response

  Date: 04/10/2024

  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
  20240408-IGLP8M

• Initial Complaint

  Date:04/06/2024

  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.

  Turo states that normal wear and tear is not guest responsibility. Turo states that scratches less than 3 inches are considered normal wear and tear. I rented a car that has 2 separate scratches that have a gap of .75 inches between them. Neither scratch is longer than 2 inches. They are measuring the 2 separate scratches as 1 longer scratch and are charging repair fees that should not be guest responsibility according to their policy.

  Business Response

  Date: 04/08/2024

  **************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
  20240406-PY9GR7

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 21539996
  
  I am rejecting this response because: 

  I have not be contacted by turo in regards to my complaint with the bbb.

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

  Business Response

  Date: 04/12/2024

  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
  20240412-3CLS1K

• Initial Complaint

  Date:04/06/2024

  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.

  Turo said I had a pet violation when Ive already proven to them shes a registered service dog in a recent episode. And they again are telling me of a pet violation. But this time they were not authorized to take money from my mothers card she let me use once. It was not on file in my account so how could they do this? Because they saved info they shouldnt have. Only one place that states my credit card ********* is my card not my mothers.

  Business Response

  Date: 04/08/2024

  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
  20240406-1HSZ0X

  Customer Answer

  Date: 05/03/2024

  I filed a previous complaint against Turo because of their horrible customer service and because of their taking about a month to refund me the money that they told me was gonna be refunded at the beginning of the month. Not to mention receipts they sent me saying my credit card would be refunded but never sent the money!!! April 12 $87.05 to be deposited to 4469. I never got it & my bank said they never sent it. And because of me filing a complaint against Turo they now have made me in eligible to rent cars from their company. That means Im not approved to be a driver so I cant rent cars from them anymore. Isnt that considered retaliation and isnt that illegal and if theres something that can be done about that on your end??

  Business Response

  Date: 05/03/2024

  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 April 23, 2024. We did contact the customer directly via email and provided them an update on the status of their account on May 3, 2024.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20240503-WLKT8G

• Initial Complaint

  Date:04/05/2024

  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.

  We booked a car on Turo months ago and 13 hours before our trip, the owner of the car cancelled. We then had to call Turo and spend 1 hour and 45 minutes on the phone with them to sort this out. We wanted to book another car that was close to where our original car's pickup location was but instead they gave car options that were hours away. When I asked for a car closer they said it was too much money and they refused to make up the difference in price, instead offering a $50 voucher. Being 13 hours from our trip, there are no cars in our area that cost the same amount as the one we originally booked so we are forced to pay more which of course they get a cut of that higher costing car. I had to spend another $100 and be on the phone with them for almost two hours because I got canceled on at the last minute. We asked to speak to a supervisor and were told they "were on a 2 hour phone call." This has happened a few times to us now with Turo, where the owner has cancelled the car at the last minute and put us in a very difficult situation. Turo has helped rebook the car in the past, but only if it meets their very specific specifications which are very unclear to the consumer. The owner of the car pays a small penalty for cancelling so late, but we the consumers are now in the position of having to pay A LOT (in this case $100) more than the original car we booked and spend almost 2 hours of a Friday night on the phone with customer support, and not feeling very supported by a company that prides itself on customer service. How is that fair?

  Business Response

  Date: 04/08/2024

  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
  20240406-IH5U0B

  Customer Answer

  Date: 04/08/2024

   
  Complaint: 21538303
  
  I am rejecting this response because: i am providing the original reservation number: ******** as requested
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 04/10/2024

  **************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 all available information and found the customer was notified of **********************'s decision regarding their travel credit request on April 08,2024. Unfortunately, the customer does not agree with **********************'s decision regarding their issue.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20240409-8XNPPJ

  Customer Answer

  Date: 04/14/2024

   
  Complaint: 21538303
  
  I am rejecting this response because: we were offered a $50 credit but we still had to pay an extra $100 because we were canceled on.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:04/04/2024

  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 11/24/2023 I was using TURO to rent my car to ****** He was driving my car in ** and was backed into by Aaryan. A police report was filed and he notified us of the accident that day. When we received the car from ***** we started the process with Turo to get the car fixed. The process for car repair is very confusing and TURO employees are not helpful so we had a damaged car and the new year was approaching. We were out of town so getting this fixed was not easy. On 12/1/23 Turo sent me $451 through Venmo and I was told I was get more money once I took it in to be fixed. In 2024 we took the car to different shops but they wouldn't even give us a quote without first completely taking apart the car and did not want to risk the possibility of being charged for something unnecessary. 2/12/23 my boyfriend *********************** began assisting me with this because I was very frustrated and felt like nobody was helping me. ****** called TURO 5 times between 2/12-2/20 leaving voicemails and sending texts each time trying to get assistance. On Feb 20th ***************************** from TURO texted ****** back saying he was OOO and was waiting on the supplement to be filed. ****** and ****** exchanged a few text messages and we felt as if we had a better understanding on what we needed to do next. ****** called ****** and notified him that we were passed our 45 days to repair the car but said "I just got confirmation that we can move the supplement forward. please get this filed as soon as possible so we can move forward". It was our understanding that TURO moved our 45 day limit and we could bring the car in to be repaired. We brought the car to a shop on Feb 21st which was the day after **** told us we were extended on our supplement. On Feb 21st ****** texted **** and told him that we had brought the car into the shop to get it repaired, ****** notified **** that the shop needed to order a new bumper so it would take some time before that arrived. ****** asked **** if there was anything else he needed to do and ****** said not at this time that they would communicate with the shop. The bumper arrived on Monday 3/11, there had been no communication from TURO in this time frame. On 3/11 the shop told us the bumper arrived ****** texted ****** "Car is being repaired, had to wait for the bumper to arrive." **** did not respond to this message. 3/22 we were notified by the shop that the car was ready to be picked up, at this point i still had heard nothing from TURO since letting them know that the car was being repaired and the bumper took longer than expected. ****** reached out to ****** and he responded that we had waited to long to get the car repaired and they were no longer going to pay for the claim. ****** tried to talk to **** and he would not assist us anymore going forward, he would not even transfer my call to his boss. TURO has been no help since they told us they weren't going to pay, I have documented text messages that I communicated every step of the process after they extended our claim. Now the car is at the shop and we have no way to pay for it. ***I have documentation of texts for this, but the website is not letting me upload them**

  Business Response

  Date: 04/05/2024

  Hello
  
  At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.
  
  Regarding the customer's claim issue, we have reviewed details and the customer was provided an explanation of the claim estimation process. Additionally the customer was informed about claims coverage in general. The claim is closed.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20240405-MHQS78

• Initial Complaint

  Date:04/04/2024

  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 rent my 2019 **** Mustang using Turos platform and have had a good experience for the nearly the past year. Recently I had a renter return my car with damage to the passenger door and all 4 wheels of the car, and filed a claim with Turo.I have been waiting nearly 2 months and have recieved no response from ******** or ****** from Turos claims department. No response to calls, emails do not get returned, nothing.My claim number is ****** for Reservation ********. I would like this resolved immediately.

  Business Response

  Date: 04/05/2024

  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
  20240404-SR7C7K

• Initial Complaint

  Date:04/03/2024

  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 rented a vehicle through the business Turo. After return (where no one was present, we were asked to simply park the vehicle in a designated lot), they claim the vehicle was damaged due to collision, and provided pictures of apparent scuffing on a dry car hood. The vehicle was absolutely not in a collision while I had it. I believe the scuffs were already there or occurred at some time following my drop-off. Notably, at pickup, weather conditions were dark and rainy, meaning that "before trip" photos of the car are entirely wet and are not well lit. Therefore, the before and after photos show the vehicle in very different weather conditions. The company provided a second "after" photo where some water droplets appear on the scuff. In these places, the scuff is invisible. As a result, I asked them to wet the hood to provide a better comparison to the entirely wet "before trip" photo. They agreed to seek more evidence along these lines (multiple times), but never provided it. Instead, they are insistent that the before and after photos conclusively prove damage and are charging for repairs.The company claims to be customer friendly and to seek both sides, but from first communication seems to have "conclusively" determined not only what happened, but when, and whose fault it is. Yet they cannot provide more that a questionable, at best, pair of photos. I have included the pair of photos they provided as a side by side (before trip is on the left, after is on the right), as well as an additional fully dry photo of the scuff. Lastly, I include a photo with arrows that point to wet portions of the scuff (in a photo provided by them) to highlight how the scuff seems totally invisible and raises questions about how comparable their side-by-side actually is.

  Business Response

  Date: 04/04/2024

  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
  20240404-79PSYJ

• Initial Complaint

  Date:04/03/2024

  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 rented a car through the Turo app for March 27-April 1. After I returned the vehicle, the owner claims he found a cigarette **** in the car, which violates their nonsmoking policy. I have three children and do not smoke, and neither does my husband. We were the only people in the car during that time so there is no way the cigarette came from us. I tried to address this with the vehicle's owner and then with Turo, but they still charged me an additional $172.50. When they charge customers for issues that did not happen, they are not running an honest platform and should be reported. I am out almost $200, but I hope that by reporting them, others can avoid this same fate. Thank you.

  Business Response

  Date: 04/05/2024

  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 documentation to fully understand the circumstances. The customer was notified of **********************'s decision regarding the smoking claim on April 02,2024. Unfortunately, the customer does not agree with **********************'s decision regarding their issue.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20240403-FPHYQO