Turo Customer Service Issues

I encountered an issue during my trip where I rented a car from a host through the Turo platform. Prior to my rental period, the host informed me about an electrical problem with the lights but assured me that the car was fully functional. However, during my drive, after only 20 minutes, I experienced pulsating brakes (ABS) and multiple warning lights illuminated on the dashboard, indicating an issue with the car's performance and safety. In response, I decided to park the car at the airport and rented a replacement vehicle from a traditional rental company on the same day. Upon returning the car, I realized I had been charged additional fees by Turo, such as a roadside fee of $[redacted] and an overage charge of $40, which I believe are unjust considering the circumstances I faced with the car's malfunction. Regrettably, I was unable to respond promptly to the host's attempts to reach me due to poor cellular reception in the area I was traveling. I am reaching out to Turo in the hopes of discussing these charges with a representative and seeking a resolution that would justify using Turo services in the future and recommending them to others. Thank you for your attention to this matter.

I rented a car for an out-of-state trip on 9/20. On my way back, I had a flat tire and contacted the host. The host mentioned there was a pre-existing leak in the tire and offered assistance with roadside help. After spending three hours on the phone with Turo, roadside assistance, and the host, I was informed that I would be responsible for the tow. To my surprise, 10 days later, I noticed a charge of $60. I received an email stating that I was liable for this charge. I request a refund of the $60 as the tire was already damaged before I drove the car. If a refund is not issued, I have informed my bank and they will investigate further. I have all the necessary documentation to prove the tire's condition before my trip.

I reserved a car and had to wait for the owner since they were at church during pickup. When they arrived late, they provided a different car than what I booked, forcing me to switch the next day. On my way to returning the car, a rock from the highway damaged the windshield, which I explained upon drop-off. The owner is now labeling it as an accident, which is inaccurate as it was unavoidable. I am requesting a significant reduction or removal of the charge associated with this incident.

On September 1, [redacted], I rented a car to visit my mother who was battling stage 4 lung cancer. Unfortunately, on September 3, my mother was hospitalized with pneumonia, and I needed to extend my trip. On September 4, I reached out to the car owner to request a one-day extension, offering $25. Turo advised me to contact the owner, who agreed to the extension but suggested I call Turo to finalize it. On September 5, I thoroughly cleaned the car before returning it, but there was no resolution on the extension as both the owner and Turo directed me to contact the other party. I am willing to pay the $25 extension fee but not the quoted $[redacted].

Hello Turo Team, I'm Herbert B Copeland. I wanted to share my recent Tesla rental experiences with you. In July, everything went smoothly with Tung N providing a key card. However, in August, Elen K's rental had several issues. Initially, the car was added to my iPhone, leading to unlocking problems during my trip, including one embarrassing incident. It took multiple calls to resolve. On my departure day, the app failed again, causing me to miss my flight despite attempts to fix it. I had to spend $[redacted] on an Uber to make it to the airport on time, leaving the car accessible through the app. Despite owning a Tesla Model 3 without connectivity problems, I have faced challenges with Turo rentals. I would appreciate being "un-blocked" on your platform and would prefer using a key card for future rentals. Thank you for your understanding. Sincerely, Herbert B Copeland

I finished a trip two months ago. Recently, the car owner (who is actually the husband and not the one who listed the car) called to inform me about a parking ticket they received on the day I had their car. I am certain I was parked on the private property of the person I visited and not on the street at that time. They are unwilling to provide me with a photo of the parking ticket and are threatening legal action. Upon reviewing the trip details, I noticed that the car they provided me had a different license plate from what was listed in the car listing and trip information. Does this discrepancy release me from any legal obligations since I used a car with a different license plate? If they do take legal action, will the trip contract be considered invalid and not admissible in court? Thank you, Francisco.

I used the Turo app to rent a car, and the owner assured me that tolls were covered by an E-ZPass tag. However, after the trip, I received a bill for tolls that was much higher than expected. I raised the issue with the owner and suggested they contact E-ZPass to resolve any scanning errors. Unfortunately, before receiving a response, the host charged my bank account for the full toll amount. I believe this is unjust, and I am seeking advice on how to secure a refund.

Hello, I previously spoke with Moira about this matter, and she advised me to contact the live chat billing support team. However, I am unsure where to locate it, so I am reaching out here for their assistance. I rented a car and selected "unlimited mileage." The owner of the car was not aware that I added this option. I have a screenshot showing that I included it in my cart, so I kindly request to have it updated to "unlimited mileage." Thank you.

Hello! I paid $73 for a rental car that had several issues starting. We struggled many times with both the key and the app to turn the car on. The brake light was on, which made it unsafe to drive. We spent hours just trying to get the car working properly. I'm hoping for a refund, or at least a partial one, because we couldn't really use the car as intended. Instead, we wasted time and effort trying to start it.

My name is Adebo Tomomewo-host, and I had a guest use my car, a Mercedes C-Class with registration LX65YYN, on December 24th, [redacted] from 7:00am until December 30th, [redacted] at 9:00pm. When the car was returned, I noticed a scratch line on the driver's side which I hadn't seen due to it being nighttime. I informed the guest, Mark, and we agreed to handle the matter privately. I sent an invoice for £[redacted], but the guest only offered to pay £[redacted]. I refused, considering it too low. The guest has returned to America, suggesting Turo intervene. I have tried reporting the damage on the Turo app without success and emailed Turo support, but have yet to receive a response. My phone number is [redacted]5. I request Turo's assistance in resolving this matter.

Hello, I had a booking on Sunday for skiing with my co-workers. The host, Phuong, informed me that the car was snowed in due to a storm, potentially canceling my trip. I assisted Phuong in shoveling out the car to ensure my plans proceeded. Despite Phuong's friendliness, I was disappointed that my help was necessary for the car to be accessible. While I understand weather delays, the car could have been prepared in advance. Due to the extra effort on my part, I feel I paid more than expected. I am hesitant to use Turo again without a discount. Thank you for considering my situation. Sam

I received inaccurate information from Support Supervisor Richelle Patagoc regarding a refund/credit for a canceled reservation. Due to the rental vehicle's inoperability, an additional rental fee was charged for a different car. This error, not of my doing, has caused significant inconvenience as I await a refund of $[redacted].41, which could take 5 to 10 days. In light of these circumstances and the urgency of my travel plans for a funeral, compensation for this negligence is warranted. Moreover, Support Supervisor Jian, on 2/11/20, failed to email me the necessary information, further adding to the frustration. I kindly ask for a prompt response to this matter. Thank you, Mrs. K.W.

To the Concerned Party, I was surprised to receive multiple notifications regarding charges post-rental for two rentals using Mr. Javier Lustgarten's Fiat500 in Miami, Florida. The first rental was from January 1st to 6th, [redacted], followed by a second rental from January 10th to 17th, [redacted]. Typically, traffic tickets or toll fees do not take three months to process. I do not believe these significant charges are accurate for my rentals and request detailed evidence to validate them. I will not make any payments until this proof is provided and confirmed. I suspect these charges may have been mistakenly applied to my rental instead of another customer's, or there may be an attempt by the host to compensate for revenue loss during the current pandemic. Anticipating your prompt response, Marianne S.

I was wrongly accused of leaving drugs in the car and leaving it dirty, which is completely untrue. As a Navy member, I hold myself to high standards and would never do such a thing. The situation escalated when I was charged an extra $[redacted] without any evidence to support the claims made by Justin. I take pride in my Jaguar XF and always keep it clean. I have video evidence of the car wash and photos of the car showing it was left in good condition. Despite following the instructions to return the car tidy, I was accused of the opposite without any proof provided by the company. It was a disappointing experience and I hope this misunderstanding can be resolved promptly.

We rented a car for 8 days. My boyfriend, an approved driver, was driving when a motorcyclist hit our car in traffic. After obtaining the motorcyclist's insurance and contact details, I promptly informed both Turo and the owner. However, reaching someone at Turo was incredibly difficult, as they kept promising to send an email instead of providing direct assistance. A week later, I received a call (but no email) with my incorrect contact information on file. Despite filling out a questionnaire from Liberty Mutual, including details of the 3rd party who hit us, they initially overlooked this crucial information, leading to unexpected charges of $[redacted] and later $[redacted] on my card with no clarification or follow-up. I feel frustrated and unable to communicate with Turo's customer service, which has left me feeling helpless and dissatisfied with their service. My advice is to avoid using Turo due to these issues.

I am helping a Las Vegas company market their fleet of Rewaco Trikes for daily rentals. I suggested using Turo, which they liked. However, I discovered Turo doesn't have "Rewaco" as a vehicle make and "Trikes" as a vehicle type. Adding these options could benefit both Turo and customers. Rewaco Trikes are high-quality and more expensive than Polaris Slingshot trikes available on Turo. Please contact me at [redacted] with information on who I should speak with at Turo to discuss adding Rewaco as a vehicle make and trikes as a vehicle type. Thank you.

Driver: A.D. I rented out my Tesla Model 3 to A.D., who received several speed notifications close to exceeding the set limit of 79 miles per hour. Despite my message advising her to use cruise control to prevent speeding, I recently received a $[redacted] speeding ticket from the District of Columbia Police due to the car being 15 miles per hour over the limit on Wisconsin Avenue during her rental. I've requested reimbursement from Turo for the fine. However, the lack of details requested in the reimbursement process is concerning, and I have been unable to reach a Turo representative over the phone for assistance.

My first hosting experience with Turo was terrible. The renter drove [redacted] miles in 8 days and smoked in my car, leaving a strong perfume and smoke smell. When cleaning before the next rental, I found two needles in the passenger door but I'm unsure of their use. I hope it was just insulin, as diabetics dispose of needles safely. I am at a loss on how to handle this situation and would appreciate some guidance.

I operate an Exotic Car Leasing business in South Florida. Recently, we discovered that a customer was renting out our leased vehicle on Turo, which breached our agreement. We own the car and have taken steps to repossess it. Today, we successfully retrieved the car from the Turo host through a booking on the platform. We have the car back in our possession and are seeking reimbursement of $1,[redacted].63 for the booking cost. The host involved in this incident was Maria, and the car in question is a Silver [redacted] McLaren 570S Coupe. I go by the name Vincent Spinelli, and my email contact is [redacted] For urgent matters, please reach out to me at [redacted]. Thank you.

I recently received an email mentioning that my Jeep was delisted due to multiple cancellations. I am unsure how to redeem my rating before relisting. I had just listed my Jeep and received 3 bookings without even knowing how to block out dates on the app. This is my first time listing on Turo and my history should reflect that I have never canceled before this incident. What steps can I take to resolve this issue and get it fixed?