Rented the Host's car the night before needing it on the Turo app. Show up to the vehicle in an industrial complex the next morning. No Host and no information on how to unlock the car. Called the Host and was told to "look around on the ground" for the key. Finally found the key on top of the rear tire. Opened the door and the interior reeked of stale smoke. The interior was coated in a thin layer of nicotine tar. Because we were in the middle of a vacation, time was precious (and we were dropped off by Uber in an industrial complex) so we took our pictures and completed the process. My mistake was not turning the vehicle on until after accepting it. The check engine light came on. I tried calling the Host. He now did not answer his phone. I told him in the Turo app that we could not take the car due to safety reasons and to cancel the trip/refund our money. I further filed a claim with Turo about the issue. After a number of hours, we finally managed to rent an Enterprise car (for less than the Turo car) and went about completing our trip. Return home. No refund. No communication from Turo (except daily messages to "rate my experience"). I call Turo and am told that I'd receive a response in 2 business days. No response. I call a week later and -- after being passed to various representatives -- am told that I'll soon receive a response (they had to speak to the Host). Two weeks later, no thing. This is after having documenting everything in the Turo app in near real time - meaning Turo could quickly review its logs to know the car was returned within less than 15 minutes of acceptance (and the Host agreed to the return). I've had a prior good experience with a Turo host. I expect the occasional bad host. But the company's failure to timely address customer concerns means that I will never use the service again. You can decide for yourself, but if you are on vacation where your time is precious, please beware. Good luck out there everyone