Turo Customer Service Issues

Subject: Repeated Declines and Lack of Explanation from TURO I am frustrated with TURO continually rejecting my applications without providing a clear reason. Despite submitting personal information like travel itineraries, utility bills, and pay stubs as requested, I have been declined with no explanation. My previous experience with TURO, a 5-star-rated trip in Chicago last year, should warrant a more transparent response. I feel entitled to an explanation after disclosing significant personal details. The lack of clarity from TURO is unacceptable, and I intend to seek legal advice regarding this issue. I plan to escalate my concerns to senior management and the CEO, as well as share my experience on social media and with friends and family who recommended TURO to me. Being blacklisted after only one successful rental, especially with a positive review, is unjust. I will not accept vague justifications affecting the efficiency of the review process. It is frustrating to be in this situation and not receive a satisfactory explanation from TURO.

We were involved in an accident and we require the following documents: - A copy of the Incident or Accident Report from the rental agency. - A copy of the Demand Letter from the Rental Agency with their payment mailing address, claim reference number, and details of any damage or expenses they are seeking repayment for. - The Final Rental Agreement confirming the vehicle return and rental charges. - A copy of the Initial Automobile Rental Agreement. - A monthly billing statement with the last 4 digits of the card number showing the charge for rental vehicle damage. If not paid, we will settle directly if the claim is approved. - A monthly billing statement with the last 4 digits of the account number confirming the rental transaction on the designated card.

On Nov 29, I had scheduled to rent the Porsche Boxster, and the owner contacted me while I was on the way to pick it up. Unfortunately, the Porsche was totaled, and I was offered a different car, a Ford Focus. I explicitly declined the supreme insurance on the Ford Focus. The Porsche was $83 a day, and the Ford Focus was $22 a day, resulting in a $61 difference. I should have been refunded $41.50 on top of the $61 difference for a total refund of $[redacted].50. However, I only received $77.78. This situation was already inconvenient given the short rental duration and last-minute change, and the owner was challenging to communicate with. Now, I am facing the added issue of an incorrect refund while traveling internationally. I request immediate resolution with the correct refund amount. Please reach out to me via email. My Turo account is under the name Elya Jacobowitz at [redacted]

I recently booked a Turo for two days starting on February 28th. However, today the owner informed me that the car was not supposed to be available for rental as it was removed from the Turo marketplace 8 months ago. Despite this, I was able to make the reservation and even pay a deposit. The funds were debited from my account causing overdraft fees, yet I won't be able to use the car. I am requesting a credit of $[redacted] from Turo to cover this expense. The owner claims to have contacted Turo with no response. I need assistance to resolve this issue promptly.

Hello, I'm Tonian Williams. I recently visited Denver, Colorado, and rented a car for 3 days. During check-in, I noticed the check engine light was on and a crack in the windshield, which goes against Turo guidelines. Despite these issues, I proceeded with my vacation plans. The car's performance was subpar, as it struggled to reach 50 mph on interstates, even with the gas pedal fully engaged. This delay prevented me from washing the car, though I did vacuum it. The car owner, Jeremiah, contacted me regarding reimbursement for washing and vacuuming the car, claiming it was not cleaned properly. While I'm usually willing to pay for such services, I believe the unsafe state of the car upon rental absolves me from this responsibility. Thank you!

Hello! I’m Tonian Williams. I recently traveled to Denver, Colorado, and rented a car for a 3-day trip. During the check-in pictures, I noticed the check engine light was on and there was a significant crack in the windshield, both of which I believe violate Turo guidelines. Despite these issues, I decided to address them later as I had just started my vacation and had places to go. The car's performance was also unsatisfactory on the interstates, struggling to exceed ** mph even with the gas pedal fully pressed, causing delays. Consequently, I didn’t have the opportunity to wash the car thoroughly, although I did vacuum it. The car owner, Jeremiah, contacted me requesting reimbursement for cleaning the car, stating it wasn't vacuumed. While I usually would comply, I find it difficult to do so due to the unsafe condition of the car upon receipt, as outlined above.

On Wednesday, May 1, [redacted], I made a booking for a trip but had to cancel within a few hours. The trip is scheduled to start soon, and I am disappointed by the lack of communication from the renter despite sending four messages seeking urgent clarification for my travel plans. I had to make alternative arrangements due to the unresponsiveness and canceled the booking. I noticed that only 90% of the cost was refunded, which I find unsatisfactory considering the circumstances. I am initiating a dispute for this chargeback, as the reason for my cancellation was solely due to the uncooperative renter.

Around two years ago, I encountered an issue where funds were withdrawn from my account without authorization by the company. Despite reaching out multiple times for clarification, there was no response until two weeks later, triggered by my bank disputing the charge. I disputed the charge as I was unaware of its nature and wanted to understand it. Following the dispute, I received an email threatening to suspend my account unless I withdrew it. This made me feel disrespected and undervalued. The lack of genuine assistance or clarity on the matter was frustrating. The focus shifted only after the bank's resolution, sidetracking from the initial issue. As a result, my account remains suspended. I believe this treatment was unjust. Although I have shared negative feedback based on my encounter, encouraging family and friends to use your services, in a current family emergency, I require immediate assistance with a last-minute car rental. Unfortunately, I am unable to drop the dispute as I no longer bank with them and do not feel obliged to do so. The intimidating behavior I faced, despite being a struggling single parent reliant on your service for commuting, has left me in a difficult situation. I discovered the mileage discrepancy independently, without support from your team. I am seeking guidance on how to resolve this matter promptly to attend to my family member urgently.

I had an unfortunate experience with Turo. I was in the process of picking up a car I had reserved when I found out that my international driver's license was not accepted in the Turo system. My host and I decided to cancel the trip to avoid any issues. Despite my efforts to explain my situation, the Turo supporter, Maria, requested a picture of my national driver's license while I was at the host's location with low phone battery and no Wi-Fi, making it impossible to comply within 30 minutes. My host agreed to handle the cancellation with Turo, so I left the location. To my surprise, I was charged a $70 "No-Show Fee" without a valid explanation. When I inquired, the supporter claimed it was because I didn't send the picture promptly, which I found unjust. I felt frustrated as I was actively trying to resolve the issue and felt misunderstood by the supporter. It's unclear how this issue justified the fee, especially when I was present at the pick-up location.

I've been attempting to update my billing information for the past 45 minutes but have not had any luck. I've tried contacting customer service by phone and chat with no success. I am unable to make payment until this issue is resolved. The problem arose when my sister, using a foreign card, attempted to make a payment which left my address stuck in France instead of Scottsdale, Arizona where I currently reside. Could someone please assist me in resetting my mailing address or removing the card information on file? This has become the most challenging consumer transaction I have experienced. Current mailing address: Anne Litvine [redacted] E Lewis Ave Scottsdale AZ [redacted]

I recently had an unpleasant experience with ONS Rent a Car in Sarasota, FL. I encountered issues with renting through Turo and found their vehicles to be unsafe. Upon returning the car, they refused to refund my deposit and made false accusations about smoking in the car. Despite my efforts to clean and fill up the gas tank, they were unprofessional and deceitful. I have shared my concerns with relevant authorities, including the BBB and consumer reports. I believe renting through your app would have yielded a different outcome. Thank you for your attention to this matter. Sincerely, Raymond W. Pratt

I washed and cleaned the Turo van before returning it on time to the designated parking spot. It was in good condition with no damage when left, although the host is now claiming there is a long scratch in an area we did not photograph. The van already had many scratches that had been covered with touch-up paint. I want to avoid being scammed, as the situation seems suspicious, but also wish to be respectful to our host, even though we never met. Is there a method to check if this host frequently reports scratches and seeks compensation dishonestly? We are certain we did not cause the scratch and would have taken responsibility if we had. The scratch is long and superficial. Thank you. RESERVATION #[redacted]

Dear Turo Customer Care, I recently started using Turo at the suggestion of a friend. As a Professor, my students are usually enrolled in zipcar through a school program, but I decided to try Turo for a work trip to Miami on July 19th. I had coordinated the trip with a crew member two months prior, rented a Ford Mustang from Turo host Josh for pickup at 1:00pm. Upon arrival, we found Josh unresponsive and eventually received a text canceling the trip. Despite our efforts to reach him, there was no response. We contacted another host who asked us to come to a location without a confirmed booking, leading us to reach out to Turo support at 3:30pm. After some assistance, we were able to secure a car with another host by 5:30pm, albeit at an additional cost of around $54 even with a courtesy credit from Turo. The new pickup location was much farther than initially planned and we incurred extra costs of $65.33 for taxis due to the change. I would like to continue using Turo and request compensation for the unexpected expenses and inconvenience. I can be reached at [redacted] for any further details. Sincerely, Harpreet

During a recent car rental, the renter caused significant damage to my vehicle. Unfortunately, the communication about the damage only happened upon returning the car. The renter not only damaged two $[redacted] rims but also ruined three $[redacted] tires. To make matters worse, a tire company in Washington DC replaced them with used tires of different sizes, resulting in various tire sizes on the car's front and rear. They even managed to incorrectly install a back rim that is too wide for the front, causing scraping. Despite driving [redacted] miles in this unsafe condition, the renter did not address the issues promptly. Now, my dashboard shows multiple unsafe condition alerts for my $[redacted],[redacted] car. I reported the incident to Turo, but unfortunately, they have not responded or addressed the concerns adequately. Trying to report the issue again on their website has proven to be unsuccessful, and contacting them via phone has been unhelpful.

On June 16, [redacted], I was involved in a collision with one of your drivers, identified as Dae'Driann Veronica Marie Johnson. While driving on the Florida's Turnpike, my car was hit from behind as I was stopped due to traffic ahead. The impact from your driver was forceful enough to move my car out of its lane. I believe this happened because she was following too closely in the rainy weather conditions. As she only has insurance through your company, I request a prompt response to address this matter. I have photo evidence of the damage sustained and a police report available if needed. Please assist in resolving this issue urgently, as my car requires attention. Thank you, Mateline Hobbs

I encountered multiple issues with a recent car rental from Turo. Initially, I was misled about the process to extend the rental, leading to a rushed return and missed grace period. The car was dirty and barely functional when rented, with the host falsely claiming it was not cleaned. Following cleaning and sending proof photos, the host staged evidence of damage to overcharge me. The situation escalated with threats and involvement of the police, resulting in Turo unjustly banning me and refusing a refund. The lack of communication about pre and post-rental photo requirements allowed the host to manipulate the situation, leading to an extra charge of $[redacted]. Despite disputing the charges with my bank, I am seeking a resolution with Turo to be able to rent again without further issues.

Hello, I took my first trip with Turo last week and was disappointed because the car I booked did not match the advertisement. The vehicle had safety issues like a non-functioning front left headlight, missing alignment, required tire balancing, a missing gas cover, and was overdue for an oil change by over [redacted] miles. I can provide photo evidence of these problems. I am wondering about my rights in this situation.

Hello, I have a significant concern about the current driver of my car. The driver, who is Indian, doesn't possess a full UK driver's license but holds an international one. Despite this, he has made about 20 calls while driving regarding using the vehicle, congestion zones, and the air conditioning. Concerns arose when he couldn't operate the gears properly and had trouble with the clutch. This is worrying as any damage could result in costly repairs for which I don't want to be held responsible. The car is relatively new and mostly used on highways. I would appreciate a discussion as I fear for the safety of my vehicle. Thank you. Regards, G.B.

I had a frustrating experience with TURO that I need to share. When my secondary driver tried to pick up the car, we faced issues because the primary driver from my previous rental a year ago was still listed. After going back and forth with 22 customer representatives and spending three hours on the phone, our accounts were suddenly canceled in the middle of our reservation, leaving us stranded without a way to contact our host or pay for the vehicle. It took a total of 23 representatives and 3.5 hours to reach our host and return the car. I demand a full refund of $[redacted], not a credit, and request that no cancellation fee be charged. Our plans to visit my ill grandmother were disrupted, and the lack of assistance and countless transfers have been beyond frustrating. TURO's customer service has been severely lacking, and I hope to never have to deal with such an ordeal again.

I have a concern with a damages claim (#[redacted]) on a car I rented through Turo in Charlotte, NC. Despite having basic insurance and no driving incidents, the car was found down the street reversed into a neighbor's yard with a scratch near the right rear wheel well after I briefly left it parked. There are a police report and two eye-witnesses who confirm I am not at fault. I received a bill for over $[redacted], which I believe I should not have to pay. I have tried reaching out to the agent via email and scheduled a phone call without success. I would appreciate assistance in resolving this issue as it has been ongoing for weeks. Thank you for your help.