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:03/08/2025

  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 12/12/25, I rented a car from TURO *** , an online service company renting out cars to customers from car owners ( Reservation ID # ********* from February 12-February ******* . I rented out a red Tesla Model 3 2022 from host KNIGHTS ( CA LIC Plate # 9NAC085) and picked it up around 1:01 pm on 2/12/25 after taking pre-trip photos in very inclement weather making it hard to notice any pre-existing damage in the windshield such as the long crack on the right hand side of the windshield which the host subsequently acknowledged in our in TURO app chat was pre-existing but later reported it as a damage upon my return of the vehicle around 1 pm on 2/17/25. Host KNIGHTS alleges he took photos of the car at 11:41 am on 2/12 under questionably dry and sunny conditions prior to me actually getting to the vehicle at 1:01 pm on the same day under very rainy conditions obscuring clear view of the windshield and any pre-existing damage on it leading me to believe there is reasonable doubt the damage happened during my trip . After checking in at the pick-up location , I drove off right away in very heavy rain for about 20 minutes to ****** PERMANENTE where I parked the car in a dry covered parking lot and where I was hospitalized overnight until 12 pm on 2/13/25. Any pre-existing windshield damage was not visible and this damage did not occur while driving the vehicle .Upon discharge from the hospital on 2/13/25 and upon getting inside the vehicle , I saw a long crack on the right side of the windshield that was only visible once the car has FULLY and COMPLETELY dried out . I immediately brought it to the attention of the host who asked me to take photos of the crack . I took photos of the crack again from the outside and the inside but it was still hard to see the crack in rainy weather which I took up with the host and he agreed . TURO never investigated my dispute and is charging me $500 upfront for the damage invoice as well as a credit bureau report threat .

  Business Response

  Date: 03/11/2025

  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
  20250309-Z2NONS

• Initial Complaint

  Date:03/07/2025

  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.

  The first time I rented a car from Turo, I spent $1,918 on the rental. The car broke down and I paid to replace the battery myself with no complaints. It broke down a second time during my trip and had to be towed. Obviously, the tow truck driver took the keys with him. Apparently, they were lost and Turo charged me for the keys (using a card on file without my permission.) Turo hasn't even acknowledged that I paid $215 out of pocket for a battery. And I was fine with that. But to charge me for keys I didn't lose? I would have been happy with at least an exchange (even though I'd still lose a bit of money.) I was stranded in the Florida heat with a dog, groceries, and a car full of beach items. I had to take an **** to the replacement vehicle. It was just a terrible experience and they keep insisting there is nothing they can do about the $175 charge. This seems very unreasonable considering they allowed someone to rent out a junky old vehicle.

  Business Response

  Date: 03/10/2025

  **************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
  20250307-KPQ5RN

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23033506
  
  I am rejecting this response because: An apology a year after the incident does not help or remedy the situation. Turo allowed a member to rent out an old, unsafe vehicle. I did my part, repairing the vehicle the best I could at my own expense (over $2,000 in total that was paid without complaint.) I am asking Turo to do what's RIGHT. That is, to refund the $175 fee for keys misplaced or lost by the tow truck driver. I had zero control over what happened after the car was towed away. Thinking I was dealing with a fair and reputable company, I even rented from Turo again after this incident! I did not approve the $175 charge. I was charged without permission. I feel this is a tiny gesture, if anything, to make up for the inconvenience of breaking down twice during a vacation. I can't believe I've spent so many hours thinking, writing, and talking about this. Extremely disappointed in this company. Vehicle safety should be the first priority. You're putting people in danger.
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 03/14/2025

  **************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 refund on April 1, 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
  20250312-M80JQ2

  Customer Answer

  Date: 03/16/2025

   
  Complaint: 23033506
  
  I am rejecting this response because: It's simply incorrect and unfair. I was stranded with a Turo vehicle and was told by the company *** that I should get it towed. The tow truck driver TOOK THE CAR AND KEYS WITH HIM. I know the only reason you took the money from my card was that it was easily accessible to you. It was easier to take the money from me than to pursue it with the towing company because you had no leverage with them. This is not an ethical business practice. You're putting people at risk by renting out junky old vehicles, then adding insult to injury by charging them extra for break-downs. I spent close to $3,000 on Turo with no complaints until I was unfairly charged for lost keys. It's unbelievable that you're continuing to fight me on this. 
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:03/06/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 problem is attempting to resolve a damage claim with Turo, claim ******. The claim was filed to receivereimbursement from the host for damage to the vehicle which needed to be repaired in order to continue driving the vehicle. The damage was determined to be due to an unsafe part on the vehicle. Myself, the guest, followed the Turo processes outlined for reporting the damage and for requesting a refund from the host. The Turo damage process is outlined as having to submit a damage report within 24 hours of the end of the trip. The Turo refund from hosts process is outlined as 1) contacting the host to get their agreement in writing in Turo messaging to reimburse or refund me for a certain amount, 2) once getting the host's agreement, chatting directly with customer support, 3) the support agent checking for the host's agreementin Turo messaging and using the host's funds to reimburse or refund me for the agreed-upon amount. Following thedamage reporting process, I submitted the damage report within 24 hours prior to the end of the trip/dropping off the car. Following the Refund from Hosts process, I had the host give their agreement in writing in the Turo messaging on the trip to reimburse me $100 for the front drive shaft removal fee and the $818.33 for the drive shaft replacement and proceeded to contact Turo support directly in order to get reimbursement.However after I followed Turo's advertised processes for reporting damage and receiving agreed upon reimbursement, the claims team (led by "***") has rejected my claim on the basis that "the possibility of reimbursement is something that cannot proceed by now, as you went ahead and repaired the vehicle instead of letting Turo investigate first about the pre-existing damage and its relation with the new one. You continue driving the vehicle and keep the reservation." This decision and reasoning is in clear violation of the advertised processes for how to handle the damage reporting and receiving a refund.

  Business Response

  Date: 03/07/2025

  Hello,
  
  At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.
  
  Regarding the customer's issue, we have initially reviewed details and the customer was contacted and advised of the decision including next steps.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20250307-EWDXKD

  Customer Answer

  Date: 03/09/2025

   
  Complaint: 23030029
  
  I am rejecting this response because: the business has not reached out to me since I filed this complaint.
  
  Sincerely,
  
  ********* *********

  Business Response

  Date: 03/13/2025

  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
  20250310-45GYU7

  Customer Answer

  Date: 03/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and confirm that a representative reached out to me and ultimately issued the refund I was seeking.

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

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rented a car from Turo. After the car was returned the host tried to over charge on the tolls. It took 6 weeks and a complaint to BBB to get the charges resolved. Now the host said we damaged the car. When taking the pictures at drop off there were no lights in the parking lot so it was useless to do because they were all too dark to see if there was any damage to the car. This was the approved drop off location. The problem with Turo is you cannot talk to a person who is investigating the case. I have call Turo 27 times in the last 2 months only to get a nice intake worker who tells me everything will be taken care of. I have asked 27 times for video footage of the incident because the car is a Tesla and camera were active the whole time we had the car. There answer to my request is they are waiting for the host to send them to Turo. The host did sent them a quote for $3100 for a scratch and a dent that they say we caused. The problem with that is its not a real body shop. I did a little research and discovered its a scam. I requested a quote from Teslas body shop and get no response from Turo. I believe the video will show the alleged damage occurred after I dropped the car in the lot. That why the host will not provide it to Turo. Turo says it is not possible to speak with the investigator who is handling the case if I could it would be helpful to explain all that I have put forth here. Please help. Sincerely **** ******.

  Business Response

  Date: 03/07/2025

  Hello,
  
  At Turo, we review all customer comments and appreciate you taking the time to give us your feedback.
  
  Regarding the customer's issue, we have initially reviewed details and the customer was contacted on March 3, 2025 and advised of the decision including next steps.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20250306-YMY36Z

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23029513
  
  I am rejecting this response because:

  I cant get a hold of the business. The name on the estimate is different than the name on the email. They need to get a quote from a tesla repair so I can believe it. ***** also has cameras to time-stamp the damage. If they show proof of this and a tesla estimate then I can pay but right now it seems like a scam 

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

  Business Response

  Date: 03/13/2025

  **************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
  20250310-EX2S1T

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23029513
  
  I am rejecting this response because: I have been waiting for resolution since January 16, 2025.  Turo continues to send me invoices, emails threatening collections, etc.  They also try to charge my credit card for their invoices approx. once per week.  If it is under internal investigation, why are they attempting to charge more than $3,000 to my card?  
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 03/31/2025

  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
  20250324-FKYUAH

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23029513
  
  I am rejecting this response because: this is the same response we get with every inquiry. This situation started on January 16, 2025. Turo does not contact me either by phone or by email to rectify the situation or explain their stance. They simply keep repeatedly trying to charge my credit card for the disputed amount.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:03/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 14th of 2024, I rented a Tesla Model Y from ******* ******* in ******, ********. The rental itself was fine. However, there was a blizzard the morning of our drop off, leading us to leave the car covered in snow externally. Everything else within the vehicle was pristine. We did not smoke, eat, drink, or make a mess of any kind in the vehicle. During November of 2024, I attempted to rent a vehicle for a 2-day trip. I was denied the booking. I looked in my email and I did not receive any reasoning for the denial. I then contacted customer support. Customer support told me that this was a "glitch in the system", and the agent would put in a request to correct the glitch. There was no talk of bans or appeals during this phone call. Then, I received an email stating that I was banned indefinitely. There was no reasoning behind this ban. I, in no way, could defend myself. I am requesting that the business either provide more information regarding the ban or unban my account.

  Business Response

  Date: 03/07/2025

  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 November 9, 2024.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  Turo20250306-TB8FEK

  Customer Answer

  Date: 03/08/2025

   
  Complaint: 23029403
  
  I am rejecting this response because:

  I did not receive any REASONING behind the account ban.

  
  Sincerely,
  
  ******-**** ******

  Business Response

  Date: 03/13/2025

  **************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 details and the customer was provided an explanation of the issue process on November 9, 2024. The concern is closed.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20250310-J8D63B

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23029403
  
  I am rejecting this response because:

  I did not receive any EXPLANATION behind the account ban. I need to know what terms of use were violated. If an email was sent, I need it sent again. This concern is NOT closed.

  
  Sincerely,
  
  ******-**** ******

• Initial Complaint

  Date:03/05/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  The support I've received from Turo has been utterly unacceptable. The representatives have been using the same scripted responses, offering no real help. Even the manager, ****/****, whom I spoke with today, ignored my concerns and repeated the same scripted replies. Before I could finish explaining, they interrupted me with a "thank you, have a nice day," and hung up mid-sentence. It's been a complete circus with this customer service team.I am writing to request the immediate escalation of this matter to your management team. After returning a vehicle early due to safety concerns, the host responded with rude and unprofessional remarks, and subsequently left a false, retaliatory review. After reporting, the host responded with a barrage of rude comments, telling me to "stop whining and complaining" and asking, "Why didnt you fix it yourself?" This behavior is all documented in our messages with Turo. I told him I would be reporting this behavior to Turo, and that I would be sharing my experience. He proceeded to leave me a one star review in retaliation. This review contains inaccurate and misleading information, and it is evident that it was written solely as a response to the feedback I provided regarding my safety concerns. He mentioned in the review that I returned the car because I wanted a refund after only needing it for a day, which is false, as he knows the car was returned due to safety concerns. He also claimed I disputed the gas reimbursement, but he knows that was because he sent me a reimbursement for gas for the day AFTER I had already dropped off the car!This hosts actions are documented and have been reported previously, which further demonstrates a pattern of inappropriate behavior. The review left by this host violates your platform's review policy, which prohibits retaliatory feedback and false statements. The host behavior needs to be addressed, and I am requesting that the review be removed!.I look forward to your swift resolution!

  Customer Answer

  Date: 03/05/2025

  From: Loud House <************************************>
  Sent: Wednesday, March 5, 2025 3:43 PM
  To: info <*******************************************************************>
  Subject: Withdraw Complaint
  
  
  Hello,
  
  I just submitted a complaint a few minutes ago from *************************** It has now been resolved, so please consider this complaint withdrawn. Thank you!

• Initial Complaint

  Date:03/05/2025

  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 paid for a car which was dirty not a full tank of gas. Did not ride well Turo refused to help **** said I might get my bank *********** they blocked me for saying that.17 rentals perfect ********** had over a 150k miles.They have the pictures loaded from when you check car out and in.Rental was 3/4/25 host *****

  Business Response

  Date: 03/06/2025

  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 March 5, 2025. Unfortunately, the customer does not agree with **********************'s decision regarding their issue.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20250305-530VRN

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 23023405
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** **********

  I never had an issue before perfect rating.

  Turo I called and 15 min into my call they hung up on me.

  I did mention i would take it up with my bank since they refused to help me.

  I always paid for my rentals.

  I texted on chat 7 times in the last 3 days 

  I'm restricted for saying I'm going to dispute with my bank 

   

  Had to contact attorney General as well and consumer safety.

   

  I have rights.

   

  Let's do this so they understand.

   

  Pay for car the listing on address is wrong.

  See the car and take pictures of a dirty car inside and out.

  114 pictures on file.

   

  Gas not on full.

   

  Called turo after I drove down street to advise car issues 

   

  Put me on hols server got back to me.

   

  Was real nice to them on all texts which they have wasted so much time with them.

   

  They blocked me for saying I have a bad car and refusing to pay for a car that has over a 150k miles dirty and drove bad.

   

  I reached out to them right away.

  Business Response

  Date: 03/09/2025

  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 March 5, 2025. Unfortunately, the customer does not agree with **********************'s decision regarding their issue. The case is closed.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20250307-PO6EV5

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23023405
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** **********

  Their customer service hung up with me being on phone 15 minutes 

  They never offered me help.

  I told him my issues.

   

  i drove car 59 minutes not even an hour.

  Took to my dentist had emergency.

  I am not letting this go.

   

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a Turo host, and my vehicle was involved in an accident during a rental. I promptly filed a claim (Claim #******) after the incident during Reservation #********. However, my claim has been sitting unresolved for over five months. My vehicle is stuck in a repair shop, and I have been unable to get a response from my claim handler, despite multiple attempts via phone and email.Turos customer service continues to state that they are leaving messages for my claims adjuster, yet I receive no updates. This delay has caused significant financial loss, including loss of rental income, repair delays, and vehicle depreciation. I am seeking immediate resolution of my claim and reimbursement for the damages as per Turos protection plan terms.I urge BBB to assist in escalating this matter and holding Turo accountable for their lack of communication and failure to resolve my claim in a timely manner.

  Business Response

  Date: 03/06/2025

  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
  20250305-L6E0W3

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 23019884
  
  I am rejecting this response because it is not supposed to take that long to review a claim. My car is in the repair shop already 6 months! What am I supposed to do with all the expenses? I need quick action on my case!
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 03/13/2025

  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
  20250310-906UXH

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23019884
  
  I am rejecting this response because: I received an apology email from Turo regarding my claim, saying that they will try to solve the problem as soon as possible. However, I will not settle until my repair is completely done, so lets see how long it takes them this time to give me a proper response.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 03/15/2025

  ***************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 initially reviewed details and the customer was contacted on February 27, 2025 and advised of the decision including next steps.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20250305-L6E0W3

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23019884
  
  I am rejecting this response because: I would like to clarify that simply reviewing the details and contacting the customer does not necessarily mean that the issue has been properly resolved. Ive received multiple emails regarding this claim, but none have provided a clear solution. Most responses were about changing the adjuster or claiming that supplements from Snapsheet were not received even though Snapsheet sent all the supplements on the same day.
  
  
  Additionally, I received an email today stating that they now want to visit the repair shop to inspect the car. I have already confirmed that they are welcome to visit and see whatever they need to see. However, the fact remains that my claim is still unresolved.
  
  
  I hope this can be addressed promptly and that a final decision will be made without further delays.
  
  Thank you for your time and attention to this matter.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:03/04/2025

  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.

  Terrible company! My sister had an old account with them and I have her old phone number as we were previously on the same phone plan. They blocked me from using the service and told me the only way I can get my account unrestricted is to have her contact them to solve the issue on HER ACCOUNT. They do not pay me to have people contact them so I will take my business elsewhere as they are a joke. Im sure when this happens and the 2 people are not related they do not tell a customer they have to contact a complete stranger but because we are related they think I should work for free and **** people down for them.

  Business Response

  Date: 03/06/2025

  **************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 March 5, 2025.
  
  We appreciate your time and understanding regarding this matter.
  
  Thank you,
  Turo
  20250305-E4MR7U

• Initial Complaint

  Date:03/04/2025

  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 12/11/24, I picked the Host's vehicle & drove about 100 miles, 2 hours away from the hosts location to our residence & then on 12/12/2024 during our pre-trip inspection of the vehicle, a puddle of reddish fluid under the front left bumper was noticed on the ground. A further inspection determined that the radiator was leaking & possible cracked. I immediately notified the Host of this, he verbally admitted to me that he was aware of the previous damage to the vehicle from a previous renter, the host continued to text me that the vehicle was recently in the shop, where the thermostat of the radiator was replaced, and all that fluid was residual fluid. I advised the host that I did not feel comfortable taking the vehicle at the risk of possibility damaging the radiator any further. I considered the vehicle to be inoperable. I was not going to jeopardize the trip further or put my familys safety in question with this damaged vehicle. I advised the Host where the vehicle would be located, to be picked up by the host or a towing company. As far as I am concerned, I became no longer in possession of that vehicle at 9am on 12/12/2024. The vehicle was in our possession for only 19 hours; not the full four schedule days. I have made multiple attempts to work with both the *************** to come to a resolution on this trip; all attempts have failed. Upon my review of the Host's initial submitted photos, prior to pickup, you can see the previous damage, & that damage was also documented in my initial photos. I tried working with Turo to find an amicable resolution, however, all attempts failed as they said the host file a claim; I was given no information or updates to that claim. As my attempts with Turo failed, I filed a dispute with my credit card company to get my money back; and I did. However, a few weeks later, received an email from Turo stating that I violated Turo's ********** account was closed. To me, that is almost criminal & discriminatory.

  Business Response

  Date: 03/06/2025

  **************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
  20250304-2FXA3M

  Customer Answer

  Date: 03/08/2025

   
  Complaint: 23018770
  
  I am rejecting this response because: your response is a flat out lie, or you are grossly misinformed by your claims department.  To my knowledge, based on the last set of emails your company sent, this matter is NOT still under review and consideration.  Please refer to the emails that I've attached.  On 02/24/2025, I received an email from Joeffrey Juada, stating that "We gave your account a second look" and that he was unable to turn around the process.  Furthermore, he continued to add that, "any further responses on this matter will not be reviewed."  Sounds like Turo has this mindset that they (TURO) is right, and I am wrong, yet they never looked into my claim because of an alleged pending claim on that of the host.  This adds to my complaint that Turo allows Hosts to scam their customers.  Then, on 03/04/2025, I received an email from Ranniet, that my Turo account is closed, and the decision is final; all because I allegedly violated Turo's Terms of Service.  I disputed Turo's charge with my bank, and after my banks investigation, I was credited all charges back to my account.  So if ********************** thinks my action of a dispute is violating their Terms of Service, and then they turn around and close my account without warning, without discussion, without an appeal process; seems as if Turo discriminates against people who tries to keep Turo and their hosts honest.  
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 03/12/2025

  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
  20250310-PMQZFT

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23018770
  
  I am rejecting this response because: I'm still waiting to be contacted by anyone from Turo.  Would really appreciate the opportunity to speak with someone LIVE on the phone, and not through email correspondence.  I will not settle to be simple placed in a queue waiting for hours, days, or even weeks.

  Thank you.

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

  Business Response

  Date: 03/15/2025

  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 full refund on December 16, 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
  20250313-8ZLVQW

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23018770
  
  I am rejecting this response because: Turo never gave me a decision about any refund, in any form.  I was always informed by Turo that everything was pending and that I was unable to be provided with any resolution due to some claim that the Host allegedly filed.  And then, without any explanation, I was told that no further action would be taken on my request for refund.  Then I was informed by Turo that my account was closed due to violations that I had because I went above Turo's head and disputed the charge with my Bank.  Of course I went above Turo's head.  I tried to be polite and professional with Turo, following all appropriate steps and measures to find an amicable resolution.  But how can any resolution be obtained when my issues are essentially just blown off by Turo and not investigated because of some alleged pending claim by the Host.  So yes, I went above Turo and got my money back.  I did not get the service from Turo that I paid for, I am entitled to get my money back - and I did.  But my issue is, Turo had no right to close my account; especially without an appeal process.  Turo got butt-hurt and they through a hissy fit and decided to be martyrs and close my account; without cause.

  At this point, I will never do business with Turo ever again, and I will not recommend Turo.  Right now, all I want out of this, is a legit formal and sincere apology from Turo.

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