Dear Turo Customer Service, I am Dimetre Gamble writing to formally express my dissatisfaction with the service I received during my recent rental experience, particularly concerning the assistance provided by employees Mark and Gerald, the supervisor I spoke with. I rented a Tesla for a day, and while the initial interaction with the host went smoothly, the situation took a turn when It was time to return the vehicle. Trying to charg the car, I exited only to find that the doors locked with my phone inside. Desperate for help, I borrowed a stranger's phone to contact my wife and subsequently Turo, hoping to connect with the host to unlock the vehicle. Unfortunately, my experience with customer support was frustrating. Despite providing my ID and card details associated with my account, I was informed that I could not receive assistance without my login credentials. I informed your team that I use a passkey and was unable to access my email. Even after sending my information for verification, I continued to receive responses indicating that they could not assist me. This led to an additional four-hour ordeal that included a 40-minute drive to the host's location, during which I mistakenly knocked on the wrong doors. I then had to return to drop off the car, making another lengthy drive home. Throughout this experience, I felt that the customer service team lacked the necessary training in customer support and de-escalation techniques to handle such emergencies. Moreover, the host mentioned that a simple phone call from Turo could have resolved the situation promptly, as he was willing to unlock the car remotely if asked. I hope that my feedback can help improve future interactions for other customers. I would appreciate your attention to this matter. Thank you for your understanding.